Technology firm Routelink Group has urged Nigerian businesses to embrace Communications Platform as a Service (CPaaS) in order to improve customer experience, streamline communications, and reduce support costs.
Speaking during a webinar titled “Transforming Business Communication: How CPaaS Can Enhance Customer Experience,” Routelink’s Co-founder and Group Chief Operating Officer, Stanley Oduah, described CPaaS as a vital tool for businesses seeking to enhance engagement, loyalty, and operational efficiency in today’s digital landscape.
Oduah said CPaaS allows businesses to integrate real-time, personalised communication features—such as voice calls, SMS, WhatsApp, video calls, and email—directly into their applications without the need to build new infrastructure. According to him, this significantly reduces costs and improves the quality of customer interactions.
“As a cloud platform, CPaaS helps businesses reduce customer support costs by automating routine interactions like reminders and FAQs through bots or automated workflows,” Oduah explained. “It saves time, money, and improves customer satisfaction.”
He also emphasised that CPaaS is not only for large companies, but can be scaled to meet the needs of smaller enterprises in sectors like retail, healthcare, logistics, and banking. “It’s not just for the big players. You can start small and scale as your communication needs grow,” he said.
To promote adoption, Routelink offered a free Proof of Concept (POC) to the first three companies that reached out after the session, giving them the opportunity to test CPaaS functionalities before making financial commitments.
Joining Oduah at the session was Alok Maurya, Director of Products and Innovation at Globe Teleservices, who stressed that CPaaS is simple to integrate using APIs and works seamlessly with existing Customer Relationship Management (CRM) tools like Salesforce, Microsoft Dynamics, and Zoho.
“CPaaS enhances what you already have without requiring a total system overhaul,” Maurya noted. “With Routelink’s local support, businesses receive setup guidance and staff training.”
Maurya also tackled concerns about security, pointing out that CPaaS platforms come with built-in security features like end-to-end encryption and compliance with global standards such as the General Data Protection Regulation (GDPR) and the Health Insurance Portability and Accountability Act (HIPAA), making them suitable for sensitive sectors like banking and healthcare.
He advised businesses to start with a few specific use cases during implementation rather than trying to overhaul everything at once. “Start small with one or two use cases. CPaaS is about orchestrating customer journeys, not just sending messages,” he said.
Maurya concluded by forecasting increased use of AI-powered communications, smart routing, and omnichannel strategies that allow companies to switch smoothly between channels while tailoring real-time customer experiences.
