CPaaS 101

Making conversations with customers work

To deliver a seamless and relevant customer experience that cultivates engagement, companies need to consolidate their communication approach. Communications Platform as a Service (CPaaS) represents the perfect way to automate and streamline customer interactions while keeping it personal.

What is CPaaS?

Communications Platform as a Service, or CPaaS, is one of the fastest growing communication industries today. CPaaS offers straightforward integration in real-time, cloud-based, personalized communication services like chatbots or two-factor authentication that are directly accessible in existing applications.

CPaaS in action

CPaaS can enrich the channels of customer communication, offer new opportunities to companies for customer service, and more.

Wow your customers!

Engage and inform customers with SMS. Reach your customers globally, improve service, and increase conversions.

Revolutionize conversations

RCS is a new way of engaging via text messaging that feels like SMS yet is much more powerful and interactive.

Global reach

With over two billion users, WhatsApp is the messaging app of choice worldwide. Have meaningful conversations and reach your customers wherever they are!

Upgrade your business messaging

With Viber, you can connect with customers through rich content and secure business chats. Keep users informed with notifications and boost brand performance at the same time.

Delivering an omnichannel experience with CPaaS

CPaaS is highly versatile. It can be used across business units and functions to support and facilitate very different kinds of customer interactions from batch sending reminders for eye test appointments or insurance policy renewals, through distributing tailor-made promotional offers and offering real-time customer support, to parcel tracking, secure account verification, and invoice payments.

Applying CPaaS

CPaaS is an easy way for developers to improve and integrate real-time communication between users on an application, without needing to create a separate app.

A prime example of CPaaS would be a chatbot popping up to help you surf through a website. So is a messaging system that is sent through company software so team members can communicate such as Microsoft Teams or Slack.

Making Connections

Indeed, companies adopting CPaaS always want to know that it can be integrated with their global business applications, such as CRM or marketing automation tools. This ensures any investment is maximized and all communications over multiple channels add value and increase customer engagement.

Fundamentally, CPaaS has been developed to address both the local context and global market companies operate in. It’s this global view, and the universal acceptance of the various communication platforms, that means CPaaS providers will have strong global relationships with system integrators through to mobile operators.

Adobe, Emarsys, Magento, Microsoft Oracle, Salesforce, and Selligent all integrate with CPaaS to provide an integrated experience that can enhance the way businesses interact with their customers.

Benefits of CPaaS

  • Scalable
  • Improved customer service
  • Cost-effective
  • Easy integration with existing apps
  • Personalized and specific to your needs

Our CPaaS Solutions

LINK's evolved CPaaS capabilities can help you grow your business, putting the focus on enriching customer communications channels.


It takes less time and effort to add new features to all communication functions simultaneously, since they can be rolled out immediately to all departments throughout your business.


In terms of future-proofing, our product offering helps you keep up with changing business/customer needs. CPaaS solutions enable the digital transformation.

Omnichannel Engagement

With social media, video, SMS, and more, you are always able to meet customers on the platforms and mediums they prefer.

Communicating the right message, at the right time, on the right channel

CPaaS represents a huge opportunity for brands to not only manage the changing communications landscape they operate in but be a leader in how they communicate with customers. At LINK Mobility, we foster a collaborative approach, and the millions of daily customer interactions we support globally are a testament to our ways of working and our technical innovation. Because every communication matters.

Work with us

At LINK, we transform communications and deliver millions of valuable personalized messages worldwide, every day. Join us on our journey today.

Discover more

Browse our latest product updates, company announcements and achievements as a global CPaaS player.