The CPaaS Company
Insights
Independent, source-cited writing on cloud communications — original research alongside the best work published elsewhere.
4 pieces
Choosing a channel per message, not per programme
The channel decision belongs at send time, driven by intent, region and what consent you hold — not to a procurement meeting eighteen months earlier.
When to build messaging infrastructure, and when not to
A decision framework based on what actually breaks in production, rather than on a feature comparison.
Latency you can actually feel
The network is rarely the slow part. Template approval, queueing and carrier acceptance dominate wall-clock time, and only one of them is under your control.
The support queue as a system, not an inbox
Routing rules, service-level targets and the distinction between first response and resolution — the machinery that separates a support function from a shared mailbox.