13-Jun-2018

An explanation and an introduction to the verticals using it

If you are competing in the sharing economy, get ready for competitors who have lower costs and are spending big money to reach customers. Your job is to grow your business in this environment.

So, to help our customers adapt to this environment, we sponsored independent market research firm, Wainhouse Research to develop an eBook entitled "Using the Cloud to Attract, Engage & Retain Your Customers: From ‘Communications Platform as a Service’ to Digital Engagement." The eBook explores the concept of the sharing economy, today’s customer preferences and how enterprises are leveraging digital engagement.

We introduced this concept in our previous blog post on how enterprises are exploring digital engagement, or using new digital tools and apps, as a new way to meet customer expectations.

Digital engagement 1.0 is happening in the form of email or social media or live chats, etc. This level of digital engagement is key to satisfying today’s customers as they expect access to a wide variety of communication channels and preferences for each one can change from day-to-day.

But how are enterprises taking digital engagement tools to the next level? Enter CPaaS.

What is CPaaS?
Communications Platform as a Service (CPaaS), as defined by the Wainhouse Research eBook, is “a set of cloud-based communications services provided through API’s, enabling developers to integrate these services into websites, mobile applications and other solutions like business process applications.”

CPaaS can deliver real-time IP voice, text, and video and can reduce the cost of communication because these tools are integrated with sales and business processes and in-house and third-party apps.

For example, the ALE “relationship machine,” Alcatel-Lucent Rainbow™ Connected Platform, acts as a CPaaS, allowing enterprises to integrate its powerful collaboration tools, such as instant messaging with presence and screen sharing, into existing in-house applications and business processes. Indonesian payments company PayTren is using the cloud-based platform to engage with its 1.7 million customers and make it easier to connect to the company and to use its platform.

Digital engagement enabled by the cloud
Customers are not the only ones changing, the cloud is evolving as well, with new speed and flexibility needed to deliver new services key to digital engagement. These new services may include digital communications through cloud-based video, messaging or collaboration, APIs, artificial intelligence, bots and analytics for added richness before, during and after customer engagement.

Cloud computing illustration

Digital engagement among verticals
You may be asking, what organizations are leveraging CPaaS for digital engagement? The answer is many, but for the purposes of the eBook, Wainhouse Research looked at use cases in government, higher education, transportation and healthcare and how the cloud is enabling these enterprises to gain an advantage today using the new services mentioned above. Each vertical examined has developed or is in the process of developing its own digital engagement services, each with unique challenges.

What is your enterprise doing to integrate digital engagement?
Has your enterprise begun integrating digital engagement initiatives? What has been your experience using CPaaS? Let us know in the comments below. And if you’re just beginning to research this topic, look for our next blog post on each of the verticals mentioned about and use case examples for how each vertical was able to use the cloud to enhance its customer engagement.

Tags - Communications Platform As A Service

Browse Blog Posts
Browse Blog Authors
About the author
Amit Bathla photo for blog author page

Amit Bathla

Head of Global Cloud Marketing

Amit is head of Global Cloud Marketing for Alcatel-Lucent Enterprise.  Prior to this he was head of APAC Field Marketing.  Amit has over 17 years of experience having held key roles in marketing and strategy in both developed and developing economies, including the US, India, Malaysia and Singapore. He holds a marketing certification from Insead, an MBA from The Ohio State University and bachelor of engineering in computer technology.

Latest Blogs
15-Oct-2020
Colleagues open space working page header banner image Optimize your Wi-Fi to create a hybrid work environment

A hybrid work environment provides the flexibility and security to get your business back to business-as-usual

06-Oct-2020
Education Smart Communities blog header banner -1200x299 Your smart campus is your smart community

Digital transformation enables university campuses to create a smart, safe, secure and successful community for students and faculty.

09-Sep-2020
NTT Pro Cycling page header NTT Pro Cycling leverages ALE Wi-Fi on the team’s cars

Thanks to always-on Wi-Fi capabilities from Alcatel-Lucent Enterprise, NTT Pro Cycling stays connected, regardless of the environment 

09-Sep-2020
NTT Pro Cycling page header Rainbow offers collaboration to the cycling team

As a next-gen connected team, NTT Pro Cycling uses Rainbow from Alcatel-Lucent Enterprise to collaborate before, during and after races

09-Sep-2020
NTT Pro Cycling page header ALE delivers asset tracking capabilities to NTT Pro Cycling

Alcatel-Lucent Enterprise delivers asset tracking capabilities to the NTT Pro Cycling team to keep bike items on track and safe

03-Sep-2020
NTT Pro Cycling page header Tour de France 2020

NTT ProCycling Team journey into Tour de France 2020

Industry Perspectives