CPaaS digital engagement improves the customer experience

卢多维奇勒克莱尔

2019年1月22日

Cloud-based CPaaS is changing the way enterprises communicate, 开发新服务, 与客户互动.

Digital engagement is changing the customer experience. According to a recent Wainhouse Research survey, 94% of respondents said they were either using, or in the process of implementing digital engagement tools.

在过去, adding new services meant investing in additional manpower, expensive infrastructure and integrating new technology. 今天, 然而, the cloud-based Communications Platform as a Service (CPaaS) model is providing flexibility in how businesses pay for and deploy digital engagement tools. 事实上, the Wainhouse Research survey indicated that 52% of companies predict they will increase spending, and 71% will deploy more digital engagement tools in the next couple of years.

运行中的CPaaS
From delivery status notifications and customer surveys, 聊天机器人集成, the magic of CPaaS and cloud is that all contextual information about a customer can be synchronized effortlessly during a call or web interaction. Having this comprehensive customer data at their finger tips allows agents or bots, to provide a personalized service, based on the items in the customer’s shopping cart, 他们正在访问的网页, 或者之前的互动.

数字互动变得容易
With Alcatel-Lucent 彩虹™ companies can integrate digital communications into customer business processes and applications. The hybrid cloud-based solution lets them leverage existing on-premises PBX and phone infrastructure through api to use both digital and telephony resources. 与彩虹, companies can access services such as instant messaging, 群聊和聊天机器人, 语音和视频会议, 连接对象, Artificial Intelligence (AI) and many more.

下载我们的白皮书 to get insights from the recent Wainhouse Research survey and learn more about how 彩虹 and CPaaS can help provide digital engagement so that you can deliver a superior customer experience.