Stanley Oduah, Group COO at Routelink Group, highlights the transformative impact of Communications Platforms as a Service (CPaaS) on Nigerian businesses. Oduah emphasizes that CPaaS is more than just another technology solution; it’s a game changer, redefining communication strategies for customer engagement and experience. His argument is based on the significant shift in how companies communicate to meet evolving customer expectations of speed, personalization, and convenience. CPaaS allows businesses to seamlessly integrate voice calls, SMS, WhatsApp, and video into their applications, enabling real-time interactions across preferred channels. By automating customer service tasks like reminders, FAQs, and support requests using messaging bots or automated workflows, CPaaS reduces the need for extensive call centers, minimizing costs and accelerating response times.