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The Critical Role of CPaaS in Reaching Customers on their Channels of Choice

While advanced CRM applications continue to evolve from static systems of record into customer engagement platforms (CEPs) able to support cross-departmental and multichannel customer experiences, there is also an evolution occurring in the underlying mobile communications infrastructure communications-platform-as-a-service (CPaaS). The two technology streams are converging on the customer. CEPs orchestrate content, guidance, recommendations, and alerts throughout the customer journey, and CPaaS provides the means to orchestrate and route communications traffic to the customer's preferred channels, including social channels, and devices.
 

Read the The Critical Role of CPaaS in Reaching Customers on their Channels of Choice Ovum whitepaper to learn how messaging infrastructures enable multichannel engagement in the experience economy.

 
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