Summary

Nowadays, the customer interaction performance of many companies and brands is strongly affected by the lack of consistent customer experience across channels, often being siloed, disjointed, and disconnected. The lack of full integration of conventional and new digital channels with applications and business processes often compromises the digitally connected experience of the customers in the relationship with companies and brands.

The article presents the landscape of business communications platforms, some of the most relevant use cases of CPaaS, the opportunities and challenges for CSP in this business space, and an overview of the new Altice Labs’ CPaaS solution.