As interactions become more digital customer expectations are increasing and they want to communicate with organisations via their chosen method, whether that’s via phone, email, SMS, other forms of messaging such as Facebook Messenger, WhatsApp and WeChat, or via social channels.
John Candish, Head of IoT Products and Adam Brito, VP Asia Pacific and Japan at SAP Digital Interconnect, look at the part that the Internet of Things plays in enabling and protecting the perishable enterprise.
Russ Green and Alessandro Musella discuss the importance of APIs in multichannel engagement and how API libraries, code generation, analytics, and standards compliance are key considerations when selecting the right CPaaS partner.
Along with much of modern life, the contact centre is forever changed by the Covid-19 pandemic. Workers in affected regions simply are no longer able to travel to and sit closely together in traditional contact centres which has led to an increase in contact centre agents working remotely.
While COVID-19 continues to rage across the globe one of the keys to economic recovery will almost certainly involve an increased reliance on the contact center industry. Many of the face-to-face business activities that used to be conducted in person will, at least for the foreseeable future, need to be conducted virtually.
Marut Gaonkar and Rob Heuser, discuss how social channels and communications-platform-as-a-service (CPaaS) help enterprises and developers simplify complexity, reduce integration and deployment times, and effectively enable this vital digital engagement channel.