How integrations with a CPaaS platform accelerate your digital customer communications

Discover the future of intelligent customer communications with a flexible integration framework – your key to CPaaS success.

Tanuj Goyal

4 minute read

When 76% of consumers are more likely to consider purchasing from brands that deliver personalized experiences, siloed and disconnected data becomes a competitive barrier.

To tailor meaningful interactions across all communication channels, you need seamless access to the right information from a single, connected source. However, the typical enterprise uses hundreds of applications and systems, creating a confusing sprawl of disconnected data without any clear means of shared visibility.  

So, what’s the solution? This article will explore how the right Communications Platform-as-a-Service (CPaaS) and simple, reusable integrations can help you personalize and automate customer journeys and empower customers to self-serve in their favorite channels. 

Enhance communications with Webex Connect 

Webex Connect is a centralized, enterprise-grade CPaaS platform that helps you deliver richer customer experiences across numerous digital channels. It includes a flexible integration framework that lets you connect the information in your backend systems with digital channels such as WhatsApp, SMS, Email and more. 

Within Webex Connect you will also find our low-code flow builder, a simple drag-and-drop visualization tool that makes adding integration points as easy as simply placing it into the customer flow. 

This enables the real-time exchange of information between your communications platform and your business-wide infrastructure – regardless of where that data lives. For example, data previously locked away in your CRM or specific team systems can be applied to orchestrate and personalize communications across your organization. 

But to truly accelerate your digital communication transformation, the flexible integration framework of Webex Connect allows you to: 

  • Automate customer journeys: Drag-and-drop visual tools let even non-technical users create automated journeys. This includes triggering notifications and alerts in response to contextual customer actions, such as a customer exceeding their monthly data usage plan. 

  • Adapt your digital channels: Integrating the latest digital communication channels lets you track user engagement trends and adapt to meet customers in the right place, at the right time. 

  • Simplify channel management: The best CPaaS platforms enable you to keep pace with shifting customer preferences and the latest channel updates without rewriting code or investing in costly new systems.  

  • Protect your existing investments: No need to rip and replace - continue using your existing systems such as CRM, payments, or contact center without making disruptive changes. Your developers can configure integrations using REST/SOAP APIs and secure FTP. 

  • Unlock and apply data: Consume and apply data from disparate and untapped sources to initiate workflows, enhance customer interactions, and orchestrate meaningful customer journeys. This will ensure that all connected users and platforms are updated in real time. 

The global CPaaS market is estimated to reach $45.3 billion by 2027 – growing at a CAGR of 29.4 – as enterprises seek to enhance customer service and automate routine customer requests.

Webex Connect integration framework

Underpinning Webex Connect is our integrations framework, including prebuilt integrations for powerful functionality out of the box, along with support for custom configurations. 

Pre-built integrations 

Access a growing hub of pre-built integrations for popular systems such as Salesforce, EPIC, Zendesk, Sycurio, and many more, all built and tested by our team. 

(Don’t forget: You’ll need a valid license key for each platform you use.) 

Custom integrations 

Build and configure integrations to work with your proprietary and third-party systems for reuse across multiple customer journeys. You can also customize our pre-built integrations to ensure the highest level of system compatibility. 

To help you picture how Webex Connect integrates with your existing systems and workflows, let’s look at what it can integrate with – and how it can be used.

Webex Connect can integrate with numerous systems, including: 

  • Customer Relationship Management (CRM) 

  • Customer Data Platform (CDP) 

  • Content Management Platforms 

  • Payments 

  • Billing 

  • Order management 

  • Contact centers 

  • Product shipping 

  • Fraud detection systems 

By integrating these systems in Webex Connect, you can easily access and apply the data you need to trigger contextual interactions across the customer journey. Any data related to customer responses or resulting actions is then returned to your integrated systems to update them in real time. What’s more, you can reuse your integrations infinitely across multiple different use cases—saving IT time, effort, and resources. 

For example, you could use your data integrations to support:

Abandoned cart reminders 

Promotional messaging 

Order progress updates 

Appointment reminders 

Fraudulent activity alerts 

Post-experience surveys 

Automated FAQ chatbots 

Loyalty program updates 

Stock availability alerts 

Workforce recruitment 

These are just ten common examples of how our customers use Webex Connect integrations. The possibilities are almost endless – and we’re always looking for new ways to support emerging and bespoke customer use cases. 

Get the full picture of Webex Connect

Learn more about these integrations with Webex Connect with this comprehensive guide, covering more use cases, customer journeys, and benefits for enterprise communications.