What’s the difference between CPaaS, RPA and Workflow Automation?

What’s the difference between CPaaS, RPA and Workflow Automation?

A colleague and I were recently discussing automated communications at scale and the conversation shifted into the difference between communication platform as a service (CPaaS), robotic process automation (RPA) and Workflow Automation.  On the top level these terms felt very similar but once we drove into the definitions and their use cases it was eye opening in how these systems work together within a modern communication technology framework. 

Here are the definitions based on Wikipedia:

Robotic process automation (or RPA): is a form of business process automation technology based on metaphorical software robots (bots) or on artificial intelligence (AI)/digital workers.

Communication platform as a service (or CPaaS): is a cloud-based platform that enables developers to add real-time communications features (voice, video, and messaging) in their own applications without building back-end infrastructure and interfaces.

Workflow automation: consists of an orchestrated and repeatable pattern of activity, enabled by the systematic organization of resources into processes that transform materials, provide services, or process information.

Generally speaking, topline automation strategy and orchestration is characterized by a Workflow Automation solution, which will leverage RPA to create robotic patterns that will eventually lead to a systemized/automated process.  CPaaS isn’t usually involved until you have a need to communicate notifications, alerts, other information to agents or customers.

So how is Five9 Workflow Automation unique?

  • It’s the only product designed specifically for the contact center and improving customer experiences

  • It’s the only product specifically focused on increasing agent productivity and engagement

  • It doesn’t need to integrate additional CPaaS platform into workflows to send or receive communications – Five9 Workflow Automation has a built-in communication platform

With Five9 Workflow Automation you are able to seamlessly automate workflow with the click of a mouse.  Our low code, no code platform, with 50+ out of the box integrations, allows customers and prospects to easily automate the repetitive tasks that create little value for an organization’s contact center and often annoy both agents and customers.  Five9 Workflow Automation frees up bandwidth so agents can spend more time and focus on giving customers a more human service experience.


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