The Journey to CPaaS Amid COVID-19: AI, Automation and Omnichannel



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COVID-19 put many organizations reliant upon on-premises contact centers in a squeeze. At the same time they were experiencing a surge in customer service and customer support calls, social distancing and work-from-home requirements were limiting their ability to respond. Fortunately, communications platform-as-a-service (CPaaS) can provide them with the communications flexibility they need now — and in the future. Better yet, partners can help customers get technologies they need.

This report will look at:

  • Use cases for CPaaS
  • How CPaaS can help build a lasting client/partner relationship
  • The benefits of automation, AI and omnichannel

About the Author

Edward Gately is a news editor for Channel Futures & Channel Partners, covering new channel programs and program changes, security, collaboration/UCaaS and other channel trends. Prior to Informa, he spent 26 years as a newspaper journalist in Texas, Louisiana and Arizona

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