Organizations have ramped up their use of communications platform as a service and APIs to expand communication channels between customers and contact center agents.
Today, leading contact centers support a bevy of customer-service channels, including business messaging, text messaging, self-service, social media, video calling, visual engagement, voice calling and webchat. For many companies, this long and varied list of channels is required to meet customer expectations for ease of engagement.
Companies that want to establish a rich omnichannel experience for their customers can implement communications platform as a service (CPaaS). No matter the starting point — whether it’s an on-premises or cloud contact center platform — CPaaS enables companies to layer in additional channels with relative ease.
And that’s just the start. With CPaaS, companies can also incorporate advanced analytics, build new workflow automations and customize their customer experience (CX) deliverables for optimized service.
For success, expand CPaaS use with new APIs
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