Tips for Choosing Your CPaaS Provider

Businesses are always looking for ways to communicate efficiently with other companies and consumers. Communication is a vital aspect of any business environment, and when it’s inadequate or unavailable, it frustrates all parties and can affect profit margins. This is why Communications Platforms as a Service (CPaaS) is gaining popularity in the business world.

CPaaS providers are companies that run cloud-based platforms where businesses and developers can create communication features to better their operations. Offering such services help companies to save the time and resources they would have otherwise used on upgrading their communication and customer service infrastructure. Here are a few factors to consider when choosing a CPaaS provider.

1. Supported APIs

When choosing a CPaaS provider, evaluate the supported APIs. APIs determine the types of technologies and features you can add to your existing tools and resources. Think about your current and future needs before deciding. While your most immediate need might be SMS and live web chat integration, you might require video and augmented reality in the future.

Choose a provider that keeps up with the latest developments in the industry. This way, you won’t have to look for a new vendor whenever your business needs to add new functionalities to meet client requirements.

2. Quality and reliability of network infrastructure

A broad range of APIs is as good as nothing if your CPaaS provider doesn’t guarantee uninterrupted uptime. The acceptable minimum is 99%, and this should be included in your Service Level Agreement. Remember that being unavailable for a few minutes can cause a significant loss of revenue and turn away potential customers.

Besides uptime, the provider must offer 24/7  monitoring and support. This allows for quick detection and troubleshooting of network issues. The vendor should also have a service status page to get real-time updates.

On reliability, a provider with many data centers spread worldwide is ideal because they can quickly reroute the service to another server if one fails or an outage occurs.

3. Data privacy and security

Data privacy and security features protect your company and its customers. Everybody knows that data breaches hurt your business’s credibility and can result in legal action and hefty penalties.

The chosen provider must comply with ISO 27001, GDPR, and SOC2 requirements. Depending on how you intend to use the service, they might also need to be HIPAA compliant. The company must also provide infrastructure audit reports conducted by a third party.

Additionally, the CPaaS provider should have reliable anti-fraud policies. These include multi-factor authentication, developer support, and DDoS mitigation mechanisms.

4. Support and guidance

Integrating CPaaS into your existing platforms is simple, as most solutions can adapt to your organization’s needs. This means that you don’t often need to hire professional developers.

However, you’re likely to experience some challenges, as is often when a business embraces new technology. For this reason, you want a provider that is readily available to offer help when you need it, like Syniverse CPaaS concierge. Although you can consult online communities, it’s always best to get help from your service provider.


CPaaS are revolutionizing business operations by streamlining communications. However, you need the right provider to help you achieve your goals. With the tips mentioned above, we’re hopeful that you’ll make a choice you won’t regret.

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