Signs you're in the CPaaST:
- Your roadmap is tied to what your vendor supports, not innovation or market changes.
- You turn customers away if they need unique features like AI, advanced call flows, or custom CRM integration.
- Your contact center offers the exact same features as your competitors.
- You have 1-3 seconds of added latency, especially during peak times.
- You have no control over your call routing, limiting your ability to optimize call quality, redundancy, and cost.
- Customers can't bring their own communication tools or carriers.
You could build from scratch, but...
- Infrastructure costs and efforts, like setting up data centers, SIP trunks, PSTN interconnects, and WebRTC servers, are too much for your operations.
- You don't have the resources to negotiate with hundreds of telecom carriers worldwide to support international calling, messaging, and compliance.
- Telecom networks require continuous monitoring, failover planning, and software updates.
- You're unable to handle multiple regulatory requirements across multiple countries (GDPR, HIPAA, PCI-DSS, etc…)