Published: 05 September 2023
Enterprises seeking to build and drive deeper customer engagement and strengthen employee experience with APIs and SDE must look outside traditional use cases of CPaaS tools. The Cool Vendors in this report offer innovative capabilities around customer engagement and employee experience.
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Due to a surge in remote/hybrid working, organizations strive for “one-stop solutions” to improve collaboration agility. Such solutions reduce the need for customers and employees to switch between different content and collaboration tools.
In the hybrid world, enterprises also wish to leverage the power of virtual forums and group chats for their platforms. These features help enterprises build stronger communities and grow them faster.
Enterprises in the operational service and maintenance industry often struggle to deliver intelligent video-based solutions that give field workers easy access to training guides and self-auditing modules.
Because different people prefer different communication modalities, customer service leaders
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