Platform-as-a-Service and its Importance to Cloud Contact Centers

Cloud computing mainly consists of three methods of service: Platform-as-a-Service (PaaS), Software-as-a-Service (SaaS) and Infrastructure-as-a-Service (IaaS). As the cloud contact center footprint grows, it is undoubtedly important that cloud-users be aware of what the most prolific service is and why it should utilize this service.

In a study by 451 Research, it is estimated that the cloud computing market will grow from $5.7 billion to $20 billion in the four years between 2012 and 2016. Of this market, PaaS will develop at a compound annual growth rate of 41 percent, in relation to the 37 percent of IaaS and the 29 percent of SaaS. While SaaS is currently the largest in regards to specific end users, PaaS use is poised to be the fastest-growing.  

Essentially, PaaS is a cloud service that provides servers, storage and networks – among other services –  to the client. As opposed to IaaS (which charges on a per-use basis and the hardware is rented) and SaaS (in which the software is rented and deployed, often managed by the supplier) PaaS typically charges on an as-used basis and provides a platform that can include operating systems, servers, tools and a network. PaaS is often a tool used to augment and customize existing software, often even a company’s existing SaaS.

So, what does this mean for the cloud contact center? The ability to utilize its own services more fully, customizing the cloud space and utilizing it specifically in the way that is most desired by managers and decision makers. It allows the client the ability to customize his or her space, while leaving maintenance and deployment to the provider.

Bottom line: The flexibility provided by PaaS will allow you to better develop your space and usage. By utilizing this as opposed to a predetermined software space (SaaS) or developing every aspect from the ground up (IaaS), PaaS can provide an unparalleled ease of implementation and customization.

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