The Communication Platform as a Service (CPaaS): the key to digital transformation, agility and flexibility Nick Dicksee, Avaya

Wednesday, 12 May 2021, 11am – 12pm

Join Avaya’s expert Nick Dicksee for an informative webinar where we will be discussing The Communication Platform as a Service (CPaaS) which has become a key asset
in the digital transformation toolkit, for any operation. CPaaS has proven to be the ultimate problem solver for operations looking to maintain business continuity as we move forward out of lockdown. This unique webinar will discuss three key areas:

1) Using AI to improve customer interactions
In such a technology-rich, on-demand world, it is little surprise that customers today can sometimes be walking contradictions. They want the best of everything, but not all at once. In some cases, they wish to speak with a human agent – other times, they simply want to be left alone and use self-service. When they’re on the go, they may choose to communicate with a brand over WhatsApp, but when they’re relaxing at home, they might prefer to take their time and speak with an agent over a traditional phone call.

2) Ensuring a seamless customer experience across various digital touchpoints CPaaS also enables businesses to communicate and engage with customers over a broad range of digital touchpoints. Naturally, no two customers will have the same communication platform preferences,
however CPaaS means no customer gets left behind.
With CPaaS, it’s as simple as deploying an API for WhatsApp or Telegram on top of the existing framework, ultimately empowering customers to communicate with a business
in the way they want to.

3) Staying one step
ahead of the customer
The best experiences are
the ones that anticipate what customers need before they even ask for it. By integrating SMS and messaging APIs, businesses can be proactive, get ahead of any potential issues and mitigate any backlash. For instance, retailers can immediately notify customers of any supply chain issues that may impact delivery times, whilst offering alternative delivery methods.

Join us for this thought-provoking and insightful webinar
where you will be able to meet Nick and ask all your questions.