Aug 26, 2016 Vidyo Highlights the Rise of cPaaS
Vidyo’s announcement yesterday of a Video Platform-as-a-Service offering reflects a growing change in how enterprises and service providers can deliver communications services like voice and video. Gone are the days when using UC services required dedicated desktop and mobile applications. Now, thanks to APIs, and cPaaS (Communications Platform-as-a-Service) offerings from an increasing array of platform and service providers, enterprises can embed communications and collaboration directly into the applications that workers use, or they can build their own browser-based collaboration experiences (leveraging WebRTC).
Embedded communications changes the paradigm of enterprise workflows by enabling workers to interact with colleagues, customers, and partners, within the context of their work. A sales person can initiate a call or video conference from within a CRM application. A customer service agent can receive a call from within a web site and start a one-way or two-way video call with their customer to improve the collaboration session or allow the agent to see what the customer sees. But it’s not just enhancing existing workflows that’s of interest. Embedded communications can enable new services such as telemedince, monitoring services that support audio and or video streaming when an event triggers and alarm, telematics in autos or other mechanical equipment that report error codes and allow the operator to open a voice or video channel with a support agent and so much more. Nemertes’ recent digital transformation benchmarkdetailing trends collected from hundreds of end-user organizations shows that video streaming, UC APIs, and Platform-as-a-Service usage correlates strongly with digital transformation success.
UC and business leaders should take a fresh look at how they can create business value and improve workflows by leveraging cPaaS, video PaaS, and APIs. The days of the dedicated, self-contained UC application are likely to wane.