Business Intelligence and Monitoring in a Multi-Channel Network
1John Tolton, Senior Vice President of Group Sales Strategy and Enabler, Telin
SL Lee, Regional Business Development, SendQuick
Max Wang, Head of Sales Engineering, APAC, Sinch
Inderpal Singh Mumick, CEO - Dotgo
Mohammad Naufal, Head of Product, Paxel
The customer experience landscape is evolving rapidly. CPaaS is at the forefront, adapting to support "rich communication services" (RCS) like chat apps and video calls, fostering a more engaging experience. Furthermore, the rise of Over-the-Top (OTT) messaging apps like WhatsApp and Viber as preferred communication channels is prompting CPaaS providers to offer seamless integration, ensuring businesses can connect with customers on their preferred platforms. How rich and familiar communication methods are redefining customer engagement in the digital age.