22.01.2019

Cloud-based CPaaS is changing the way enterprises communicate, develop new services, and interact with customers.

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.

In the past, adding new services meant investing in additional manpower, expensive infrastructure and integrating new technology. Today, however, the cloud-based Communications Platform as a Service (CPaaS) model is providing flexibility in how businesses pay for and deploy digital engagement tools. In fact, 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.

CPaaS in action
From delivery status notifications and customer surveys, to chat bot integration, 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, the webpage they are visiting, or previous interactions.

Digital engagement made easy
With Alcatel-Lucent Rainbow™ 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 APIs to use both digital and telephony resources. With Rainbow, companies can access services such as instant messaging, group chat and chat bots, voice and video conferencing, connected objects, Artificial Intelligence (AI) and many more.

Download our white paper to get insights from the recent Wainhouse Research survey and learn more about how Rainbow and CPaaS can help provide digital engagement so that you can deliver a superior customer experience.

Tags - Communications Platform as a Service (CPaaS)

Browse Blog Posts
Browse Blog Authors
About the author

Ludovic Leclerc

Product Marketing Manager, Cloud Communications solutions and Rainbow Cloud platform

I’m a 20 year expert in telecommunication solutions, from carrier to enterprise business. I started as a software engineer then I moved to sales support and tendering for complex customer projects. Now I’m product marketing manager, focused on Cloud Communications solutions and our Rainbow cloud platform. I hold an engineer’s degree in computer science (network, system, cloud) from Polytech Nantes, France.

Latest Posts
11.03.2019
Blog pageheader Healthcare 5 The future of the patient experience

Connectivity is at the heart of the network that connects people and machines to build an organizational mesh of wellness for patients.

28.02.2019
Blog 1200x299 Solving Wi-Fi woes in high-density areas

From universities to metro stations, from hotels to hospitals, and from sprawling shopping malls to stadiums, Wi-Fi connectivity is on the front line.

26.02.2019
Blog 1200x299 Digital technology transforms the air traveler experience

5 Innovations to get passengers where they need to be easier, faster and safer.

25.02.2019
Blog 1200x299 Digital transformation in action: 5 Lessons learned

This is a true story about ALE. It’s a story about our digital transformation experience—where things got stalled, and what it took to succeed.

21.02.2019
Blog 1200x299 Untangling the complexity of rail networks

Reduce congestion and energy use, and improve operational performance with a 21st century rail network.

20.02.2019
Blog 1200x299 Using communications at Mercy Ships to bring hope

Several years ago, Mercy Ships started down the path towards becoming a multi-ship fleet once again. The desire was to bring hope and healing to the world's forgotten poor with greater impact than had ever been accomplished before.

Read More
Industry Perspectives