Putting CPaaS to Work for CX Improvements

Published on: July 18, 2023

Author: Beth Schultz, Vice President of Research and Principal Analyst
As companies work to keep their customer experience (CX) offerings up to consumer expectations, Communications Platform as a Service (CPaaS) is becoming a critical enabler. CPaaS offers an attractive option for companies because it comes with all of the tools and services they need to customize their CX offerings and layer in real-time, cloud-based communications capabilities on top of existing business applications, websites, or processes. Among the capabilities CPaaS provides is the ability to:
  • Address CX challenges such as a lack of automation, self-service capabilities, or proactive outreach
  • Enable new communications messaging, voice, and video channels to meet evolving use cases
  • Introduce AI and analytics for customer engagements
  • Automate workflows to reduce human touchpoints

Table of Contents
  • CPaaS Outlook
  • CPaaS Drivers
  • APIs & Use Cases
    • Messaging
    • Voice
    • Video
  • Workflow Automation
  • Conclusion
  • Working With Metrigy

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