Of the many changes wrought by the COVID-19 pandemic, one that stands out is the growing demand on organisations across the economic spectrum to deliver an ever-more effective, efficient and innovative online consumer experience.
Marut Gaonkar, Senior Product Manager, and Kris Hayes, Head of Sales and Vice President Americas at SAP Digital Interconnect, look at how a Communications Platform as a Service can orchestrate, simplify and improve the routing and delivery of messages.
Russ Green and Alessandro Musella discuss the importance of APIs in multichannel engagement and how API libraries, code generation, analytics, and standards compliance are key considerations when selecting the right CPaaS partner.
Along with much of modern life, the contact centre is forever changed by the Covid-19 pandemic. Workers in affected regions simply are no longer able to travel to and sit closely together in traditional contact centres which has led to an increase in contact centre agents working remotely.