With customer experience taking center stage, businesses can no longer rescript the channels which can or can’t be used to contact them. Today, customers demand the flexibility to communicate with businesses in more than one way. In order to deliver an omni-channel experience, businesses might end up buying separate solutions for each channel, only to later discover that it wasn’t the safest bet. Disparate systems within an organization may result in worsened experience for the customer with no continuity between two or more solutions. This is where communication platform as a service (CPaaS) comes in.
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