An increasing number of businesses are being drawn to the economy and versatility of IP-based communications networks, and the emerging model of Communications Platform as a Service (CPaaS) is making it even easier for enterprises to transition seamlessly from their old hardware to the newest digital models. The latest research from Frost & Sullivan predicts that the VoIP Access and SIP Trunking Services Market should grow at a compound annual growth rate of 21.5 percent from 2015 to 2020.
A growing number of companies are using a cloud-based platform that lets developers place communications functions into customer-facing applications.
This kind of growth means that IP-based voice access providers will have an opportunity to expand into the CPaaS services market. CPaaS is a cloud-based platform enabling developers to add real-time communications features – including voice, messaging, and video – into their own applications, without having to build the usual backend infrastructure required to support these real-time communications (RTC).
Until recently, real-time communications have been handled by applications built expressly for the purpose. Apps like Zoom, Skype, and FaceTime allow users to communicate without having to operate their own RTC infrastructure. What CPaaS offers is a simple development framework for building out your own RTC features. CPaaS provides clients with the software tools, application programming interfaces (APIs), sample codes, and even the pre-built apps themselves.
Zang Workflow – Avaya’s New Drag-and-Drop Development Tool
Some of those applications support services like video-enabled help desks and SMS appointment reminders. With the video-enabled help desk, customers can reach a support agent by simply clicking on a button on the company’s website. Avaya just introduced Zang Workflow, a drag-and-drop development tool for embedding communications into mobile and cloud-based applications. Zang Workflow will be a part of Avaya’s Zang Cloud, their communications platform as a service.
Avaya Zang Workflow provides a design tool that doesn’t require any knowledge of programming languages. Users can simply drag and drop the communication features they want directly onto their website.
BlackBerry Limited has entered the CPaaS market with the recent introduction of their BBM Enterprise software development kit (SDK). It will enable developers to integrate secure messaging and voice and video capabilities into applications and services. BlackBerry is known for keeping data secure, with more than 80 security certifications on their resume, insuring the highest-level of security for messages, voice, and video. BBM will offer developers a list of secure services:
- Secure Messaging: 1:1 chat and group chatting
- Secure Voice and Video
- Secure File Sharing and Collaboration: share files, text, contact cards, media, data, and location
- Secure Real-time Notifications
ShoreTel CPaaS Keeps Patient/Doctor Communications Secure
Earlier this year communications solutions provider ShoreTel announced that the technology at Callidus Health is now being powered by ShoreTel Summit, ShoreTel’s CPaaS architecture. Summit serves at the platform for their entire healthcare answering service and communications suite. One of the reasons ShoreTel Summit was selected is because it boasts the security necessary to meet stringent HIPPA compliance standards for handling personal patient data and time-sensitive patient requests.
Using the Summit platform, it was easy for Callidus Health to integrate voice and SMS functionality into their two communications solutions – one for patients and the other for doctors and care givers. Summit’s communications system can automatically route patient requests to the appropriate doctor based on the patient’s needs.
The doctors are alerted of any new patient request via email, voice, or text, and the communications solution also supports group texts so nurses, doctors, and pharmacists can converse in a single, secure conversation. By using the CPaaS model, ShoreTel Summit can handle all of the infrastructure required to support Callidus Health’s software solutions. Summit delivers secure IP telephony with intuitive developer tools, voice, and SMS APIs, with built-in application hosting so users easily build the scalable apps they need.
About the Author
Henry Kaiser has been reporting on and producing television programming about technology since 1996, first as a producer for CNET and then ZDTV, where he earned a Ziff-Davis Chairman’s Circle award. When ZDTV re-launched as techtv he became Executive Supervising Producer for all primetime production. Henry also created and produced hour-long programming about new technologies for The History Channel.
Source: SANS ISC SecNewsFeed @ May 4, 2017 at 06:12PM