Cpaas Brings Cloud Contact Center Features to on Premises
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UCaaS vs. CCaaS vs. CPaaS: What's the difference?
By: TechTarget ComputerWeekly.com
Type: eGuide
The adoption of cloud-based communications has grown as organizations need more flexibility to support knowledge workers, frontline workers and contact center agents as they work and communicate inside and outside the office.
However, it can be difficult to make sense of popular cloud communications service models. In this article, we compare UCaaS vs. CCaaS vs. CPaaS to help you understand their differences and how they can be used together.
These are also closely related to: "Cpaas Brings Cloud Contact Center Features to on Premises"
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Understanding CPaaS market growth, trends and providers
By: TechTarget ComputerWeekly.com
Type: eGuide
The CPaaS market is maturing as increased demand for digital communications drives new use cases.
Organisations looking to buy CPaaS APIs should examine the various use cases that APIs can address and how to choose a CPaaS provider.
Read this article to learn more about the trends and providers fueling CPaaS market growth.
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44-page e-book: CPaaS trends in 2024
By: Kaleyra
Type: eBook
By 2025, Gartner predicts, 95% of global enterprises will leverage API-enabled CPaaS (communication platform as a service) offerings.
With the prevalence of CPaaS in mind, what trends should you expect in the CPaaS landscape throughout 2024?
Along with answering that question, this e-book, Scaling Communications: CPaaS and Global Expansion, delves into:
- How communication channel preferences differ in various regions
- Common compliances challenges in global communication
- 4 CPaaS success stories, including Airbnb’s
- And more
Keep reading to explore 44 pages of CPaaS insights.
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A Computer Weekly buyer's guide to communications as a service
By: TechTarget ComputerWeekly.com
Type: eBook
As communications needs evolve, organisations must keep pace with the latest services available. In this 15-page buyer's guide, Computer Weekly looks at how we arrived at current-day comms systems, the growing popularity of CPaaS and the advantages of cloud-based offerings in the new normal of hybrid working.
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How CPaaS can enhance your CX and drive loyalty
By: Kaleyra
Type: eBook
With than half of today’s customers reporting they would likely to switch to a competitor when their expectations failed to be met by companies and brands, it has become critical for businesses to prioritize their customer experiences (CX) above all else. Browse this guide to learn more.
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2022 trends that are shaping digital healthcare
By: 8x8
Type: Research Content
What can healthcare providers do now to prepare for the future of patient-provider experiences? Read on to learn how the right communications platform as a service (CPaaS) solution can enable your organization to deliver the convenient, personalized, and trustworthy experiences that patients demand.
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The future of customer engagement through digital communication
By: 8x8
Type: eBook
Digital is the present and future of customer engagement, with well-developed integrated communications platforms a must-have for modern enterprises. Access this report to learn how GlobalData puts together a comprehensive guide to how modern businesses are redefining their customer engagement by using digital communications and APIs.
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How to enhance CX for last-mile fulfillment
By: 8x8
Type: Infographic
As people increasingly turn to online shopping, they also expect a good deliveryexperience. In fact, demand for last-mile delivery has been thriving and is expectedto increase by 78% globally in 2023. Tap into this infographic to learn about 4 steps your business can take to make the most out of the delivery experience for your customers.
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Voice APIs: Still preferred for high touch environments
By: 8x8
Type: Infographic
There are still key challenges that enterprises face in their voice communication with customers. Read on to learn about 3 voice API features that can help you overcome those challenges and enable better voice conversations – thereby building customer trust and creating personalized engagements.
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Computer Weekly – 10 May 2022: The spies who hack you – the growing threat of spyware
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, after 10 Downing Street was hit by a spyware attack, fears about targeted mobile phone hacks are increasing. Our salary survey highlights the diversity challenge in IT, with men's support for women in IT declining. And we look at how datacentre heat reuse can help reduce carbon emissions. Read the issue now.
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Delivering Always-On Customer Support in A Digital World
By: 8x8
Type: White Paper
76% of customers want consistently great service from different departments and channels, according to Salesforce research. This indicates a desire for more frequent engagement with brands – but not at the expense of consistency. Read on to learn how 8x8 Converse can enable your organization to unify customer interactions in one single interface.
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Omnichannel engagement: The secret to achieving customer satisfaction
By: 8x8
Type: eBook
When your customers are satisfied with your products or services, it leads to soaring KPIs, and better and more integrated customer experiences. But how do you build a business case to make this happen at your organization? It’s not as difficult as you would think. Read on to learn more about building a business case for omnichannel.
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26-page report: Unifying CX in retail
By: Webex by Cisco
Type: Research Content
61% of surveyed consumers will pay more for products and services if they believe that they will receive a higher standard of customer service, according to research by Webex CPaaS Solutions. So, how can retailers deliver a high standard of service for their customers? Find out in this 26-page report.
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How to build user trust with call masking
By: 8x8
Type: Product Overview
Call masking protects your customer’s identity by replacing their real number with a virtual one, enabling secure and anonymous communication between drivers and customers. Read on to learn how your organization can exceed your customers’ expectations on privacy and security, and increase the likelihood of them repeating transactions.
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Call Masking for Delivery-Fleet-and-Customer Communication
By: 8x8
Type: Product Overview
A lack of visibility between your delivery fleet and customers can negatively impact the success of your deliveries, your CX, and your brand. Call masking provides access to call logs and reports for better insights into your CX while growing user trust by keeping their phone numbers and personal identities secure. Read on to learn more.
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Level up your customer service with communication APIs
By: 8x8
Type: Case Study
This paper tells the story of 4 companies from different industries and how they were able to leverage 8x8’s communication APIs to boost customer satisfaction, scale in emerging markets, create a differentiated CX, and improve conversions. Read on to learn how you can take your customer service to the next level.
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Retain customers by implementing communication platforms for better CX
By: 8x8
Type: White Paper
76% of customers want great end-to-end service, even across different channels. How can you address customer pain points and deliver experiences that differentiate your business? Read on to learn why delivering real-time, consistent and personalized omnichannel experiences is key for future-proofing your customer engagement strategy.
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How to enable a consistent omnichannel CX with 8X8
By: 8x8
Type: White Paper
The challenge of building a consistent brand and maintaining quality communications multiplies as more channels are added. But scaling does not have to come at the expense of customer satisfaction if done right. Read this white paper to learn how you can deliver contextualized, on-demand conversations across multiple channels at scale.
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Customer engagement: The value of omnichannel retail strategy
By: 8x8
Type: White Paper
According to Salesforce research, 76% of customers expect consistently great service across different departments and channels. Read on to learn how Communication APIs can enable your organization to better manage customer conversations and streamline your engagement strategy to achieve a consistent customer experience.
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Infographic: CPaaS tools driving the market
By: TechTarget ComputerWeekly.com
Type: eGuide
The pandemic drove demand for embedded and digital communications as organisations looked to replace in-person communication. As a result, new CPaaS use cases emerged around telehealth, e-commerce and retail. This infographic highlights some of the key use cases driving change in the market.
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The state of voice-powered customer service
By: 8x8
Type: White Paper
90% of consumers expect a response time of less than 10 minutes for customer service questions. How can your business meet the demand to improve customer service and satisfaction? Read on to learn how app-to-app calling can help you deliver the service your customers desire while improving cost efficiency and strengthening security measures.
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Going phygital: Let customers choose their experience
By: 8x8
Type: eBook
Consumers across the globe are craving human interaction – 3 out of every 4 want more and a majority feel that brands are losing touch with the human element. Discover the benefits of going “phygital” in this e-book, including how to incorporate APIs in store and tapping into the live commerce market.
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Design a winning omnichannel strategy with this tool
By: 8x8
Type: eBook
Just because customers aren’t dealing directly with a single sales agent anymore, doesn’t mean they don’t crave personalized, human-centric engagement. The million-dollar question is, with so many channels available, which should you be using? In this e-book, explore 4 different channels and their advantages in customer satisfaction.
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SMS marketing: Old-school, or forward-thinking?
By: 8x8
Type: eBook
Despite the common perception that they’re out of date, SMS marketing messages are reported to garner open rates as high as 98%. So, in a world full of emails, phone calls, and digital ads, how are SMS campaigns managing to keep customers engaged? Access this guide to discover more.
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How to simplify security & better protect customer data
By: 8x8
Type: White Paper
Communication APIs can help you build secure omnichannel communications at scale, without requiring you to overhaul internal processes or invest in expensive technology. Access this white paper to learn about the multiple channels and methods to choose from that can enable you to strengthen your data security and privacy measures.
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The power of communication in ecommerce logistics
By: 8x8
Type: White Paper
With the right use of communication channels, ecommerce brands and their last mile logistics partners can offer full visibility across all stages of the delivery process and improve customer experiences. Read on to understand the full power of transparent and active communication in ecommerce logistics.
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Why voice messaging is in demand
By: 8x8
Type: White Paper
While hardly the newest or sexiest technology out there, voice messages have gained tremendous momentum among businesses and governments in the age of contactless engagement and real-time demand. Read on to learn how voice messaging can enable your organization to reach more customers with less effort and improve CX.
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How to Protect Customer Privacy
By: 8x8
Type: White Paper
You’ve seen it before, once an organization has its customer data breached, the customers run for the nearest exit to a competitor. The reputation recovery process will also be difficult. To avoid all of this, you must understand that customer privacy is a must-have necessity. Read on to learn more about protecting your customers’ privacy.
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Jargon Buster Guide to Unified Communications
By: TechTarget ComputerWeekly.com
Type: eGuide
In this e-guide we will explore and define some of the key elements of a UC deployment and offer some insight into some of the emerging trends that are changing the way we communicate in our working lives.
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10 networking predictions for 2024: Analyst insights
By: Comcast Business
Type: Analyst Report
In this 2024 IDC report, review 10 predictions about the future connectedness, which concern GenAI adoption, SD-WAN and much more.
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7 Examples to Prove the ROI of SMS APIs
By: 8x8
Type: White Paper
SMS is the most direct, immediate, and widely used channel globally. And now with the availability of SMS API by cloud communication providers, businesses can start to get more creative on how they use text messages. Read on to learn about 7 examples of how you can find success with an SMS API integration.
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Deliver better customer experiences by solving the CX trilemma
By: Webex by Cisco
Type: Research Content
A successful customer experience (CX) includes three elements: resolution, rapport, and relevance, and integrating these are crucial. Download this consumer report to discover the best practices for solving this CX trilemma, and the best ways to excel in all 3 areas.
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Computer Weekly – 17 May 2022: Digitally transforming UK power networks for renewable energy
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we find out how the UK's power networks need to be digital transformed to be ready for renewable energy – and the role of open source. Wi-Fi 6 was meant to give a boost to wireless connectivity – we examine why adoption has stalled. And we look at what a quantum datacentre might be like. Read the issue now.
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ASEAN IT Priorities 2022: Top Observations & Trends
By: TechTarget ComputerWeekly.com
Type: eGuide
Inside this report, read more about the findings from the 2022 TechTarget/Computer Weekly's IT priorities study, as well as insights on how ASEAN enterprises are directing their IT investments and what are the main observations and trends for ASEAN in 2022.
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India IT Priorities 2022: Top Observations & Trends
By: TechTarget ComputerWeekly.com
Type: eGuide
Inside this report, read more about the findings from the 2022 TechTarget/Computer Weekly's IT priorities study, as well as insights on how Indian enterprises are directing their IT investments and what are the main observations and trends for India in 2022.
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Drive frontline success with next-gen push-to-talk tech
By: RingCentral
Type: Forrester Research Report
Today, frontline worker comms gaps can hinder business agility. Modern solutions like RingCentral's push-to-talk boost productivity. Read now to equip frontliners with appropriate tools.
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UC: Why Admin Management Matters
By: Kurmi Software
Type: Analyst Report
Review this Metrigy report to understand how organizations are approaching UC-management in the digital workplace, and to discover 5 components of an administration management platform that can help businesses overcome common UC-management challenges.
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Computer Weekly – 16 May 2023: Microsoft and Google go into battle for enterprise AI
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, as developments in generative AI accelerate, Microsoft and Google have each unveiled plans around enterprise applications. Nobody doubts the importance of digital transformation – but experts say it won't work without cultural change as well. Read the issue now.
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CCaaS 101: CX leader’s guide for success
By: Cyara
Type: eBook
With more and more organizations now working to prioritize customer experiences, many have started to revamp their contact centers in order to keep up with changing expectations and new standards.To do so, companies have begun to leverage cloud-based infrastructures and CCaaS solutions. Browse this guide to learn more.
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Why should you migrate your contact center to the cloud?
By: Cyara
Type: eBook
The recent push for cloud migration has a lot of customer service leaders questioning what it means for their contact centers and other legacy systems. However, if you’re not keeping up with these migration trends, you’re falling behind. Browse this guide to learn more.
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How to increase your contact center’s ROI
By: InflowCX
Type: Case Study
At the enterprise level, some contact centers are tasked with handling thousands of customer interactions on a daily basis. Because of that volume, a digital transformation project involving your contact center can be highly complex. However, it doesn’t have to be. Read on to learn about a solution and a partner that can help you make it happen.
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Why EX is the key to improving your CX
By: RingCentral
Type: White Paper
Discover how to improve customer experience by elevating employee experience. Unify communications and contact center solutions to boost productivity, enhance the customer journey, and achieve business goals. Read the full e-book to learn more.
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February ezine: Look to the future
By: MicroScope
Type: Ezine
An issue with plenty of predictions about what the year ahead holds for the channel
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Application Performance Management: Improving service availability
By: TechTarget ComputerWeekly.com
Type: eGuide
If it can't be measured, it can't be managed. Telemetry on applications and IT infrastructure are key to keeping applications running optimally and reducing unplanned downtime. Beyond using telemetry data to respond to abnormal events, historical data analysis can reveal more systemic issues. In this e-guide we look at trends in APM.
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Contact center leader’s guide to mastering WFH
By: Hinduja Global Solutions
Type: eBook
With 80% of today’s contact center agents reporting that they work from home, it’s clear to see just how much of the landscape has transformed. However, many still face the same challenges. So, how can businesses best overcome these hurdles while still meeting hybrid and remote expectations? Browse this guide to learn more.
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6 success stories: How cloud communications can help you win
By: RingCentral
Type: Case Study
This case study explores how 6 companies used RingCentral's cloud communications solutions to improve customer service, boost agent productivity, and enhance collaboration across distributed teams. Learn how RingCentral can transform your customer experience.
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Contact center leader’s guide to improving CX journeys
By: Cyara
Type: Product Overview
To keep up with modern standards for customer experiences, it has become critical for organizations to be able to connect with their consumers on all channels available. However, these must be continuously tested and monitored to ensure that they’re meeting those expectations. Browse this white paper to learn more.
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UC leader’s guide for driving revenue with UCaaS & CCaaS
By: RingCentral
Type: White Paper
Discover how to unlock revenue through connected business communications. Learn how agent empowerment, integrated contact center and unified communications, and AI-powered features can enhance customer experience and drive business outcomes. Read the full report to learn more.
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Building a customer-centric culture: A guide
By: RingCentral
Type: eBook
Creating a customer-centric culture is vital for businesses. This report delves into how unified communications and contact center solutions aid in this pursuit. Learn to build a customer-focused team and deliver exceptional experiences in the full report.
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How integrating UC & the contact center can enhance CX
By: RingCentral
Type: White Paper
Integrated unified communications and contact center solutions can break down silos to improve employee and customer experiences. Learn how leading companies like Caliber Home Loans and Akumin are using RingCentral's integrated UCaaS and CCaaS to enhance collaboration and productivity. Read the full analyst report.