The frictionless flow of communications and interactions between organizations and their end consumers has never been more important. Customer experience (CX), today a C-level imperative, is shaped by how seamlessly these communications and interactions flow. CX in turn has a massive bearing on retention, loyalty, and wallet-share.
We created our enterprise-grade cloud communications as a platform (CPaaS) solution, Webex Connect (previously imiconnect), with the vision of delivering seamless, always on, and connected customer experiences enabling brands to engage with their customers on their terms and across any communications channel.
Central to Webex Connect is the concept of flows. A flow is the implementation of a particular customer interaction use case and the process to deliver an end-to-end customer journey. Think of a flowchart you would draw on a whiteboard to capture customer interactions and how those interactions are orchestrated with your backend systems to fulfil customer requests. You can create and run such use cases as flows using a visual drag-and-drop editor within Webex Connect.
Flows go way beyond simply sending out one-way communications like a one-time password or payment reminders. They are about automating and orchestrating customer interactions end-to-end. This involves supporting multiple digital messaging channels, creating chatbots, integrating with your backend systems, managing customer consent, complying with security, and regulatory requirements and a whole lot more. Flows, when done right, deliver the desired outcomes for your customers instantly – whether they want to have their questions answered, schedule an appointment, activate a new service, make a change to their account or billing plan, or connect with a customer service agent.
We are excited that Webex Connect powered more than 1 billion flow executions during July – a record month! This is an outcome of the growing use of Webex Connect by leading organizations globally across different industry sectors as they transform their customer interactions – from patients to policyholders, subscribers to shoppers, or citizens to commuters.
While we are excited about this milestone, we believe we are only just getting started in realizing our mission of helping brands deliver great customer experiences through smarter interactions. Stay tuned as we continue to scale new heights in our journey and drive the best customer journeys for our customers.