target audience: TECH SUPPLIER Publication date: Jun 2024 - Document type: Market Presentation - Doc Document number: # AP50950824
Enhancing Customer Experiences with AI-Driven Contextual Conversations: Communication Platform-As-A-Service Solutions Enabling Businesses
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Abstract
This Market Presentation discusses the rise in the usage and adoption of omni-channel messaging across verticals, highlighting the importance of communication platforms–as-a-service (CPaaS) solutions in delivering enhanced customer experiences today. It also discusses how these platforms can integrate across various social media and traditional messaging channels to address customers' requirements.
"Conversational customer engagement is going through a massive shift because of the rise of messaging apps, virtual assistants, and other digital channels. This growing demand for omni-channel communication and the need for scalability and flexibility is driving businesses to adopt a unified platform approach with conversational capabilities. CPaaS solutions can help businesses address this," says Nikhil Batra, senior research director on telecoms and Internet of Things, IDC Asia/Pacific. He adds, "In addition to customer experience, CPaaS also helps businesses reduce the pressure on customer support teams and increase overall efficiency. However, organizations will need to stay on top of trends and partner correctly to continue to drive contextual conversations that delight customers."