More and more companies are turning to CPaaS to serve their everyday customer communication needs.
The benefits of CPaaS include enhanced customer and agent experience, faster deployment, more cost-effectiveness, automated interactions, greater scalability and customizations, and global reach.
Enterprise CPaaS (Communications Platform as a Service) is a cloud-based platform that enables customer interactions across multiple digital channels to be seamlessly orchestrated with existing backend systems to deliver instant outcomes for end customers. CPaaS offers a simple and effective way to connect businesses with their customers by providing access to real-time communication APIs and low-code / no-code tools.
Sudarshan Dharmapuri, VP Products, Webex CPaaS Solutions, spoke about some of the challenges businesses face: “Delivering customer experiences that are smart, proactive and contextual isn’t easy. It requires the ability to support customer interactions across multiple channels with end-to-end journey automation and orchestration. Many businesses try to plug these gaps using an approach to application development which is a costly and resource-intensive process that often acts as a barrier for rapid CX transformation initiatives”.
Seven Benefits of Enterprise CPaaS
While there is a long list of reasons to deploy CPaaS in a business. Here are seven of the most eye-catching:
- Customer Experience
Mixing CPaaS together with AI technologies can lead to excellent customer experiences. Messaging, voice and video can be added to connect with your customers in real-time through their preferred channels. By elevating customer experience, businesses gain increased sales and brand loyalty, as well as brand ambassadors.
Data from Webex CPaaS’ CX consumer research report shows that CX is vital, with customers stating they would change brands for a better customer experience.
- Agent Experience
Providing agents with various communication and collaboration solutions within their companies’ systems can make it easier and faster for employees to execute their job roles. CPaaS doesn’t only provide the possibility of enhanced communications with customers; it can help to bridge connections internally, simplifying the process of accessing the information they need. Not only does it improve their performance in the short term, but it allows them to spend the time they have saved from outdated, repetitive, and unnecessary tasks on solving more complex problems for customers.
- Faster Deployment
Deployment times can be accelerated while simultaneously reducing IT dependency using CPaaS configurations, no-code tools, and other capabilities. Businesses can build customer journeys in a matter of hours versus the weeks and months it can take to deploy services without CPaaS. There is no need to code from scratch anymore. The pre-built applications, integrations, APIs, etc., require far less coding for developers, with some offering entirely ‘no-code’ tools.
- Cost Effective
CPaaS eliminates the need for dedicated infrastructure and hardware, which means avoiding any of the associated costs, including maintenance. Furthermore, CPaaS platforms are totally customizable, allowing decision-makers to only pay for the services they use. Some vendors offer a pay-as-you-go service for the features you use. The biggest payback, of course, should come through the improved customer and agent experience.
- Automated Interactions
CPaaS allows businesses to automate their customer interactions, such as end-to-end automation, automated journeys, and chatbots. Automated interactions help to improve both customer and agent experience. Chatbots, for example, enable prompt responses for customers about routine enquiries and fulfil customer requests while simultaneously easing the workload on customer support teams.
- Scalability and Customization
CPaaS offers scalability to seamlessly keep up with variations in customer interaction volumes. For example, during peak times for retailers during the holiday season, the CPaaS infrastructure scales automatically to process higher loads of customer interactions.
Customizations can take place quickly and easily. When a company needs to implement customer contact policies or business logic that is specific to them, this can be done easily without requiring expensive development cycles.
Another big plus for CPaaS is that companies will be insulated from the complexities of underlying integrations with communication channels and will have access to new channels, channel capabilities and advances in AI and automation technologies. They will quickly be able to adopt innovative solutions to improve customer experience and reduce customer service and support costs.
- Global Outreach
Companies looking for a global presence can gain capabilities that would ordinarily be unnecessarily complex or costly. Vendor communication networks and cloud technology play a big part in making this possible in CPaaS systems.
With the right vendor, even small businesses can build something that works in the same way, no matter where it is used in the world. The CPaaS vendor will take care of all account management and any relevant regulatory compliance.
Businesses won’t need to install and maintain costly hardware, spend money on legal advice about local telecoms laws or sign agreements in each country they choose to operate in.
Webex’s Enterprise CPaaS
Webex’s enterprise-grade CPaaS platform, Webex Connect, helps businesses manage customer interactions, automate customer journeys, accelerate IT roadmap, innovate with the latest communication channels, reduce duplication, avoid fragmentation, and deliver better customer experiences faster.
Its platform supports more than 16 channels, including voice, Apple Messages for Business, Google Business Messages for business, email, in-app messaging, live chat, Messenger, SMS, MMS, WhatsApp, Instagram, and more.
Webex Connect also provides analytics tools to help clients optimize customer journeys, such as journey flow analytics, descriptive analytics, and data visualization.
Some of the key benefits of Webex’s CPaaS offering include central control over customer interactions, security and compliance, real-time service monitoring, hosting options, as well as support and service assurances.
Dharmapuri explains what sets Webex Connect’s enterprise CPaaS apart:
“Webex Connect’s advanced business logic, integrations, and flow orchestration capabilities make it a unique offering for enterprises looking to adopt new digital channels and launch new customer journey applications faster while empowering users outside IT to contribute to the process of creating, launching and managing those applications.”
If you are interested in finding out more about Webex Connect’s enterprise CPaaS, you can visit its website.
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