FREMONT, CA – For several decades, the customer services sector was dominated by inflexible organizations that facilitated enterprise communication services. The rigid approaches adopted by these vendors were expensive as they were archaic, offering little or no room for personalization.
However, the recent technological revolutions have opened new doors for the enterprise communication sector, paving the way for flexible and innovative cloud-based solutions. These offer a range of personalization options as well as flexible pricing models. The innovation in unified communications platforms has spurred the integration of cloud-based enterprise communication technologies by organizations.
Enterprises are now trying to expand their capabilities by leveraging application programming interfaces (APIs). APIs enable the integration of robust communication features into existing applications, empowering businesses to select specific communications capabilities required to enhance their processes. APIs also improve corporate collaboration and enhance customer service through its contextual communication capabilities.
To retain a competitive edge in the market, businesses need to offer personalized experiences to customers. They have to facilitate flexible communication via devices preferred by the customers. The communication solutions should enable the users to personalize the interfaces and incorporate unified communications platform with collaboration tools and business applications.
Contextual communication, or communications platform-as-a-service (CPaaS), is an emerging trend that can deliver relevant and personalized customer experience. It offers innovative, developer-friendly communication APIs that empower businesses to provide their services according to customer expectations. It enables the business to track contextual information such as customer intent, physical location, and social presence to assess the customer needs and enhance their experience. CPaaS also allows customers to jump between channels.
When it comes to mobile integration, even though the enterprises have adopted mobile device and application services, they have not been effectively incorporated into the back-end services. As a result, enterprises have not been able to deliver a high-quality unified experience to the customers. However, many tech-savvy communication service providers are now offering access to centralized communications systems for mobile users.
Artificial intelligence (AI) is also steadily transforming the communications sector. Several businesses have already deployed AI-powered chatbots to assist customers at any time. In contact centers, voice bots provide interactive voice response (IVR) to guide customers to different support options. Furthermore, AI-enhanced collaborative techniques are enabling enterprises to uncover new opportunities in the communication sector.