Webex Connect: The pursuit of enterprise CPaaS
Discover the latest innovations that we’ve brought to Webex Connect in the last 12 months to help brands deliver exceptional customer experiences.
We know from our CX Trilemma report that consumers value customer experience (CX). That it influences their purchasing decision and determines whether they will become a repeat customer.
We created our award-winning cloud communications platform, Webex Connect, to meet the needs of the global enterprise, and to supply a CPaaS solution that enables large organizations to provide an always-on experience, seamlessly interacting with customers across multiple channels to deliver valuable outcomes at every stage of the customer journey.
All the tools and capabilities needed by both business users as well as developers for automating and orchestrating customer journeys end-to-end and managing communication-enabled applications across channels, are available on one secure and reliable platform.
Unlike other CPaaS providers that simply provide APIs, Forrester’s Total Economic Impact report of Webex Connect found that by investing in Webex Connect, brands can achieve $1.27 million in benefits over three years—and expect an ROI of 330%.
Maintaining the ‘enterprise-grade’ title requires a constant stream of relevant improvements and updates – so let’s take a look back at how we enhanced the platform last year.
Future-proof channel strategy
Enterprises need a communications platform that’s kept up to date with the latest channels and can easily scale as interaction volumes increase.
Last year, we continued to ensure Webex Connect’s channel offering leads the market. Instagram can now be leveraged via an API and through our visual flow builder to engage with followers at scale for customer service and commerce interactions. Our latest offering, Branded Text enables businesses to upgrade their SMS experience by including their branding, colors, and logos to ensure customers can trust the messages they have received.
Alongside the addition of new channels, those that are already available on Webex Connect have also been updated with the latest capabilities. Apple Messages for Business now supports quick replies to allow customers to respond simply by tapping one of the options. List messages and reply buttons can now be leveraged to improve WhatsApp interactions. In addition, this tap-based experience is now supported on web chat and in-app chat with new rich cards, quick replies, and carousel capabilities.
Simplifying communications management
Managing mission-critical communications at scale is a huge challenge, involving multiple teams, customer preferences and regulations. We want to make it easy to manage all this on Webex Connect and last year released our new Contact Policy Application.
The application enables businesses to store and manage their customers’ consent preferences effortlessly while complying with data privacy laws. The application captures customer opt-in, channel preferences and contact frequency limits in central consent groups. Further, these preferences and policy checks can be applied automatically before sending any outbound communications to ensure compliance with customer preferences and internal contact policies. These capabilities are supported both via APIs and through our low-code toolset.
New integrations power new use cases
A key part of maintaining an ‘enterprise-grade’ CPaaS platform involves making it easy to integrate into and pull data from existing CX stacks including CRM, marketing, commerce, contact center, CDPs, and core business systems. Adding new integrations that allow brands to build and launch new use cases that deliver valuable outcomes for customers continues to be our key priority.
In 2022, we launched a number of new out-of-the-box integrations¬ such as a pre-built integration with Sycurio, which is helping us to lead in one of the most critical areas of CPaaS innovation – payments. Leveraging this integration, brands can now integrate easy, simple, and quick credit card payments into purchase and deposit customer journeys over digital messaging channels.
In addition, a newly launched integration with EPIC enables healthcare organizations to automate a range of patient journeys. This integration supports end-to-end appointment scheduling to help patients book and manage appointments in their preferred messaging channel – helping to reduce no-shows and put appointment management in patient hands.
Continued commitment to enterprise-grade CPaaS
Apart from functional capabilities, ensuring security, scalability, and compliance with various regulations is core to our enterprise CPaaS strategy. The number of customer interactions powered by Webex Connect continues to grow. To date, we power more than two billion communication flow executions annually for some of the largest consumer brands around the world.
We’re always keen to stay at the front of the market and in 2023 will continue to commit to our goal of making sure our customers are equipped with the best possible solution.
We’re expecting even more businesses to increase their focus on delivering the exceptional experiences that customers demand.
We’ve only scratched the surface of what Webex Connect can do. Click here to discover more of the features that can help you deliver exceptional customer journeys, today.
Mar 31, 2023 — Colm Mcnelis
Mar 30, 2023 — Richard Barnes
Mar 28, 2023 — Lorrissa Horton