Reimagining corporate communications

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Laurent Auzzino, Sales Director at Esendex, discusses the power of CPaaS and analyzes how business communications is evolving to support personalized experiences .

The way we access information and services, communicate, work and shop has changed and we continue to use a wide range of different apps and platforms to ask businesses questions, receive order updates, book appointments or purchase products.

There’s no doubt that we want seamless, immersive customer experiences, and we’re not willing to wait for companies that haven’t figured it out yet. Successful businesses know that customer experience is as important as the quality of their products and services, and they’re using cloud computing and smartphone technology to deliver on those expectations.

The need to be more responsive has driven the rise of communications platform as a service (CPaaS) technology. It enables flexible, frictionless, and seamless customer interactions across any platform without having to replace existing technologies or processes.

Organizations traditionally operate with a combination of platforms and processes that include sales software, CRMs, and collaboration platforms. Moving from these legacy systems to entirely new platforms norway whatsapp list is an expensive undertaking. CPaaS effectively allows small businesses to compete with larger organizations by allowing them to jump right in at minimal cost. Instead of limiting technology to companies that can afford it, businesses of all sizes can deploy advanced CPaaS innovations for a seamless user experience.

Communication without limits
A turnkey CPaaS solution has almost unlimited potential, but above all it must deliver a top-notch user experience, thanks to an interface that makes it easier than ever to navigate between channels, providing a holistic view of the customer experience with integrated authentication and management functionality.

The main use cases are:
Two-way chat or automated chatbot functionality:

– Automated appointment reminders

– Calendar updates/changes

– Order/shipment updates and confirmations

– Bulk messaging and group messaging

– Marketing/marketing automation

– Customer/technical support

– Customer surveys/polls.

– Click & Collect

– Transactional payment

Authentication/Verification:

– Two-factor authentication

– Push notifications of account login attempts

– Verification codes

Third-party integration:

– Users can easily integrate with applications such as Salesforce, Slack, Microsoft Teams or Zoom.

Analysis and reports:

– Make more informed business decisions.