The CPaaS revolution (Communications Platform as a Service) officially started almost 10 years ago. It’s roots can be traced back to the original inception of the Open Source communications disruption, when open source projects such as Asterisk and Kamailio had been adopted by carriers and start-ups worldwide, to create brand new services and business opportunities.
A new era of communications applications is changing the way that communication applications are integrated into day-to-day life. A few years ago the thought of an application built specifically for a school-aged child to directly communicate with the police or for the average citizen to aid in fighting crime would have been ludicrous. Today, it is the reality that we live in. As news headlines have become further filled with violent news, police departments around the United States have been creating their own headlines with their development of security apps.
The customer service that is offered by call centers is being progressively offered at the expense of the customer and high costs. Far too often customers are forced to waste good portions of their day attempting to reach a representative that can help them or punching in policy numbers and repetitively verifying themselves for security purposes. All of these issues and more are eradicated by call centers that has implement contextual communications as part of their service.
Imagine for a minute that it’s a beautiful day out and you’re driving alone down a suburban road singing along with the radio. You pull up to a four-way stop, see you are the only car there, and proceed through the intersection…
Daily life today seems to consist of a multitude of privacy trade-offs. You want to order a pizza to your house after a long day at work? You need to give them your address, full name, and personal phone number. You want a private car to pick you up so you don’t have to roam the streets alone late at night searching for a cab? You need to give your address, full name, and personal phone number.