Author: Irwin Lazar, VP & Service Director
End-user organizations are engaging in digital transformation initiatives designed to improve internal workflows and collaboration, as well as deliver new digital customer engagement experiences. To meet the need of rapidly developing new capabilities, they are increasingly turning toward cloud providers, and are looking for solutions that both provide off-the-shelf functionality and the ability to integrate communications features into existing internal and customer-facing platforms.
To meet this need, communications service providers must rapidly evolve their own offerings, delivering both packaged unified communications and customer engagement platforms, as well as customizable solutions that enable their customers to meet business needs. In developing these capabilities, service providers should look to partner with Communications Platform-as-a-Service (CPaaS) providers who provide global reach, high availability, and a broad and growing set of features that customers can use to achieve success in their digital transformation and customer experience initiatives.
Service providers should:
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