Three key infrastructure requirements to deliver customer interactions at scale

Customers today spend more time online than they did two years ago. The lines between the physical and online world have blurred and customers increasingly prefer digital interactions with businesses to address their needs. And this trend will only increase. Research states that nearly 58% of consumers want to continue interacting with businesses online and 80% of customers expect businesses to further accelerate their digital initiatives. Businesses need to ensure their digital presence is simple, fast, robust, and supports their customers more than ever before.

Communications Platform as a Service (CPaaS) solutions have become a popular choice among businesses for their ability to quickly deliver communications across multiple channels. However, with increasing contact volumes, businesses need to ensure their service and infrastructure is high-performing, scalable, and secure to successfully achieve and sustain their customers’ constantly evolving expectations.

Enterprise CPaaS with its cloud-based platform enables enterprises to develop, test, and deploy end-to-end orchestrated customer journeys at scale, rapidly. In this blog, we explore three core infrastructure advantages that make an Enterprise CPaaS platform the right fit for enterprises:

1. An always-on, scalable, elastic platform

Cloud-based infrastructure is not a new phenomenon. Its serverless hosting and computing capabilities enable businesses to deploy and manage technology implementations at scale. The same approach can be extended to the CPaaS platforms that support an organization’s customer interactions.

As customers increasingly rely on digital platforms to get in touch, businesses should opt for serverless platforms that provide the scalability and elasticity to expand when customer interaction volumes increase or fluctuate, to seamlessly manage interactions without disruptions. In addition, they need infrastructure that is always available, just as their customers expect them to be – always-on, 24x7, with zero-downtime and the ability to recover in times of crisis.

An Enterprise CPaaS platform with the above features allows businesses to have seamless customer interactions at all times and reduces DevOps overheads with its serverless deployment. With an in-built proactive monitoring and alerts mechanism, users are kept informed of the platform performance such as channel availability, latency, and overall network health with automated alerts to ensure resolution.

2. Assured regulatory compliance 

Enterprises deal with large amounts of customer data, which can come from various regions of their operations. They must ensure the safety of sensitive customer data and comply with local regulations. As the customer base increases, having separate applications that manage data and compliance can turn into an operational hazard.

Enterprises need a centralized platform that ensures and offers built-in compliance management. With all communication channels having unique customer data management policies, businesses need a CPaaS platform to manage this seamlessly from end-to-end when building and managing customer journeys.

An Enterprise CPaaS platform comes with an ISO certified environment and built-in controls to ensure compliance with prominent data privacy regulations like GDPR, HIPAA, and CCPA among others. The platform offers encryption and cryptographic hash that can be embedded within flows to securely handle customer sensitive data like Personally identifiable information (PII).

3. Best-in-class support and professional services

As enterprises look to embrace CPaaS, they must be empowered to navigate through the technology that allows them to self-serve without having to reach out for support all the time. This is crucial especially for large technology-based enterprises handling customer interactions globally.

When choosing a solution provider, businesses must ensure their CPaaS solution or platform comes with comprehensive documentation that allows users and IT teams to self-serve when needed. For non-tech organizations in sectors like banking or automotive, CPaaS providers must provide dedicated support from professionals who can expertly handle inquiries around customer journey implementation or implement these solutions for them customized to the business’ needs.

With an Enterprise CPaaS platform, it is easy to get started with the help of its simple-to-follow onboarding guides. Users and IT teams can resolve issues quickly with the help of its extensive knowledge base, FAQs, API documentation, and detailed tutorials. Enterprises can reach out to support teams around the clock, chat with experts and dedicated account managers, or leverage end-to-end implementation services from experienced professionals.

Why choose Webex Connect?

A leading financial services company in the US leveraged Webex Connect and the team professional services to deliver timely markets and trading alerts. While most other CPaaS solutions the company had considered could not keep up with their growing contact volumes, Webex Connect was able to deliver a throughput of 600 transactions per second (tps).

Our cloud-based Enterprise CPaaS solution, Webex Connect empowers enterprises to stay constantly connected to their customers on the channels they prefer with a high-performing, reliable, scalable platform. Its serverless deployment allows developers to build and deploy journeys in minutes while ensuring regulatory compliance and data security across multiple channels. The platform comes with extensive documentation, knowledge bases, FAQs, and tutorials that help enterprise users get started and resolve their inquiries.

With Webex Connect, businesses have the flexibility to implement the solutions themselves or lean on our experts who can help the business get going by handling the setup and handing it over to the users. Our customer success teams or in-house development resources available allow businesses to lean on us for support and inquiries becoming a natural extension of their business.

Get started with your digital transformation with Webex Connect. Download our latest report to know how it helped our clients achieve 330% ROI. Try Webex Connect first-hand with our developer sandbox to know more about its features and functionalities today.