Telestax Blog

5 Ways CPaaS is Driving the Pandemic Recovery

CPaaS features and applications are an important part of the COVID-19 recovery effort and in establishing the new normal.

Communications applications enabled by communications platform as a service (CPaaS) are proving to be essential in managing the impact of the COVID-19 pandemic, which triggered an increased reliance on online shopping, digital financial services, and telehealth options. Going forward, according to Forrester, digital customer service interactions are predicted to increase by 40 percent. Building these types of new digital interactions and experiences will be critical to recovery efforts.

1. Returning to the Office Safely

Many organizations are employing smart solutions to help workers return to the office safely. Using biometric technology, one facet helps to ensure that the individuals coming into the office are fever-free and wearing masks. Next, innovative social distancing technology routes them to different parts of the building depending on office capacity.

At the office, communication is critical, especially in the event that an employee’s health is compromised. As each alert is triggered, and the communications are sent to the correct individuals or teams, contact tracing can also be performed as part of the solution based on where the employee had been within the office.

2. Enabling Remote Work

Reducing the number of people in the office limits the spread of the virus, but for those individuals working from home, CPaaS can also help ensure privacy and professionalism. From healthcare providers to online retailers, organizations have experienced a deluge of calls, emails, and even SMS requests due to the emergence of COVID-19. Many of these requests require expedited attention.

Turnkey CPaaS applications like Call Queuing allow agents to log in remotely and take calls using only a laptop and a headset. Providers can start enabling these services immediately for their business customers to help ease the burden.

3. Virtual Healthcare

Interactive voice response (IVR) solutions assist healthcare organizations with the collection of patient data and deliver community-related information, while two-factor authentication (2FA) with a one-time password validates patient and caregiver identities during online interactions like video communications and telehealth. These solutions can be deployed quickly in time-sensitive situations where clinics, doctors, and other caregivers need to reach patients or potential patients remotely, in a secure fashion.

4. Communication for Vaccine Distribution

Vaccine availability text alert systems work to keep the community informed about the release of COVID-19 vaccines and is yet another way in which programmable SMS associated with CPaaS can drive the COVID recovery effort. The CDC itself employs SMS-based, second-dose notification for vaccine recipients.

5. Digitizing the Customer Journey

After the restrictions associated with the pandemic have eased, many consumers will continue to leverage digital services like app-based food and goods delivery. Number Masking, Smart 2FA, SMS and voice-based messaging with speech-to-text functionality are all CPaaS applications and features that business customers will rely on to create effective digital customer experiences throughout the recovery and beyond.

Moving Forward

With the power of CPaaS, the communications industry can help deliver the essential services needed to more effectively manage COVID-19 recovery efforts. By choosing Telestax for these solutions (rather than an over-the-top vendor) service providers benefit from the bring your own carrier (BYOC) model, retaining traffic on their own network for additional control and service assurance.

To learn more about Telestax applications and the development of COVID-19 recovery solutions, contact

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