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Unlock Engagement with CPaaS and Conversational AI Chatbots

As enterprises seek new ways to revolutionize customer engagement, Communication Platform as a Service (CPaaS) solutions are emerging as transformative tools, offering seamless, multi-channel communication. Within CPaaS, AI-powered chatbots have become a powerful feature, reshaping interactions by providing personalized, 24/7 support. This trend aligns with the expected growth in the conversational AI market, which is projected to expand at a compound annual growth rate (CAGR) of 24.9% by 2030.

Understanding CPaaS and Conversational AI Chatbots

CPaaS is a comprehensive, cloud-based communication framework that allows businesses to integrate messaging, voice, and video features directly into their applications. When equipped with AI chatbots, a CPaaS platform can streamline customer interactions, offering personalized support at scale.

The Benefits of Integrating Conversational AI Chatbots within CPaaS

Here are some benefits of incorporating AI chatbots into your business:

24/7 Customer Support
Increased Efficiency
Cost Savings
Personalized Experiences
Data-Driven Insights

Integration: The Process

Integrating a conversational AI chatbot within a CPaaS framework isn’t just about adopting new technology—it’s about elevating your existing CRM and customer engagement strategies.

Here’s a step-by-step process to get started:

Plan and Design

Define your chatbot’s objectives and measurable KPIs (e.g., response times, satisfaction rates).
Select an appropriate messaging platform and audience.

Choose a Platform for Development

Use existing chatbot platforms like CPaaS+ or develop a custom solution
Incorporate Natural Language Processing (NLP) to enhance training and accuracy

Design the Conversational Flow

Map out potential customer interactions and FAQs.
Develop templates for quick responses to common queries.

Design the Interface and User Experience

Keep the design user-friendly with:

simple call-to-action buttons
quick replies
personalized prompts

Test & Optimize

Test the bot to ensure it accurately interprets queries for appropriate responses
Optimize based on usage and user feedback to elevate performance

Transforming Business Processes with CPaaS and AI Chatbots

The integration of AI chatbots within a CPaaS solution has demonstrated success across various industries, enhancing customer service, marketing, and sales workflows. Here are some examples:

Customer Service: Supports fast, efficient resolutions, helping customers track orders and manage returns.
Sales: Delivers tailored product recommendations to enhance customer satisfaction.
Marketing: Boosts engagement by enabling personalized communication through popular messaging apps.

Improve Engagement with Globe Teleservices

At Globe Teleservices, our CPaaS+ solution offers seamless integration and powerful performance. Here’s how we can help:

Upgrade your communication strategy with our CPaaS+’s AI-powered chatbot to:

Automate repetitive tasks and boost efficiency
Provide personalized support
Enable seamless integration with your existing CRM solution
Gain insights into customer behavior for better decision-making

With the right approach, integrate AI chatbots into your existing framework to improve efficiency, satisfaction and to boost your business revenue. Get started to transform experiences!

Unlocking the Power of CPaaS: Use Cases, and How to Choose the Right Provider

In an age where seamless communication is essential for business success, Communication Platform as a Service (CPaaS) has emerged as a game-changer. This cloud-based platform enables businesses to integrate communication channels like SMS, voice, video, and chat directly into their applications without needing to build backend infrastructure from scratch.

Understanding CPaaS

CPaaS, or Communication Platform as a Service, is a cloud-based delivery model that allows businesses to add real-time
communication capabilities—such as SMS, voice, chat, and video—to their existing apps and services using APIs.
These platforms provide businesses with the flexibility to create personalized communication experiences without
worrying about managing complex telecommunication infrastructure.

Whether it’s sending a verification SMS, enabling in-app customer support chat, or automating phone notifications, CPaaS sulutions are tailored to enhance customer engagement and improve business operations.

Real-World Use Cases for that are driving value

Automated Notifications
Businesses across industries use CPaaS to send automated alerts and notifications to their customers. Whether it’s shipping updates for e-commerce businesses or appointment reminders for healthcare providers, automated SMS or voice notifications can save time and improve customer satisfaction.
Customer Support
Many companies use CPaaS for customer support by integrating live chat, voice, or video capabilities into their apps. This allows businesses to offer seamless customer service without requiring users to leave their website or app to communicate.
Two-Factor Authentication (2FA)
For industries that require secure authentication, such as banking and finance, CPaaS plays a crucial rule in delivering one-time passwords (OTPs) via SMS or voice for two-factor authentication.
Marketing Campaigns
Businesses can use CPaaS to send personalized, targeted marketing messages through SMS, email, or push notifications, enabling brands to connect with customers directly and effectively.

Navigating the CPaaS Provider Selection Process

Choosing the right CPaaS provider is key to ensuring smooth operations and high-quality customer interactions.

Here are some actionable tips to help you make the right decision:

Integration Capabilities
Ensure that the CPaaS provider offers APIs that are easy to integrate with your existing platforms, applications, and workflows. The best providers offer detailed documentation and support to help you with the integration process.
Reliability and Uptime
Look for a provider with a sulid track record of reliability and uptime. Downtime or service outages can disrupt communication with customers, potentially affecting your business reputation.
Scalability
As your business grows, your communication needs will evulve. Choose a CPaaS provider that can scale alongside your business without any limitations on user vulume or data capacity.
Security and Compliance
Security should be a top priority when selecting a CPaaS provider. Ensure that the provider adheres to industry standards and compliance regulations like GDPR, HIPAA, or PCI DSS, especially if you’re dealing with sensitive customer data.
Customer Support
Select a CPaaS provider with robust customer support, including 24/7 availability, technical assistance, and comprehensive documentation to help you quickly resulve any issues.
Pricing Model
Review the pricing structure to ensure it aligns with your budget and communication needs. Many providers offer flexible, pay-as-you-go pricing, which is ideal for businesses with fluctuating communication demands.

CPaaS is a powerful toul that helps businesses streamline communication, improve customer engagement, and scale efficiently. From automated notifications, enhanced customer support, and more, Globe teleservices with its CPaaS+ helps businesses unlock new levels of communication and growth.

Whether you’re a startup, an established enterprise, or a Mobile Network Operator (MNO), incorporating our CPaaS platform into your strategy can transform the way you interact with customers, streamlining your operations for future success.

Seamless Journeys: Enhancing Experiences with CPaaS-CRM Integration

Enterprises are continuously striving to offer personalized experiences to their customers. This need has led to the adoption of Communications Platform as a Service (CPaaS) and Customer Relationship Management (CRM) systems. When integrated, these tools can transform how organizations communicate, resulting in increased retention of existing customers.

Understanding CPaaS and CRM Systems

CPaaS is a cloud-based platform that allows businesses to integrate real-time communication capabilities—such as SMS, voice calls, OTT, video conferencing, email and many more—into their applications. This flexibility has driven a surge in adoption, with the global CPaaS market expected to grow from $28 billion this year to $58 billion by 2028.

On the other hand, CRM systems are software tools that help businesses manage interactions with current and potential customers. By organizing customer data, CRM systems provide insights into customer behavior, preferences, and history, which are essential for effective engagement. Owing to ongoing trends, the global CRM market is predicted to grow at a compound annual growth rate (CAGR) of 13.9% by 2030.

When combined, CPaaS and CRM systems create a powerful synergy that enables businesses to communicate seamlessly with their customers while leveraging valuable data for personalized interactions.

Streamlined Communications
Integrating CPaaS with CRM systems facilitates seamless communication channels directly from the CRM interface. This means that customer service representatives can send SMS notifications, make voice calls, or even initiate video chats—all without switching between different platforms. This streamlined communication process enhances efficiency, ensuring that customer interactions are smooth and uninterrupted.
Enhanced Personalization
One of the significant advantages of integrating CPaaS with CRM systems is the ability to personalize communication. By leveraging CRM data, businesses can tailor their messaging based on customer profiles, preferences, and past interactions. For instance, if a customer frequently enquires about a specific product, businesses can proactively send targeted promotions or updates related to that product. This ultimately leads to more relevant messages, fostering stronger customer relationships.
Improved Customer Insights
The integration of CPaaS and CRM systems provides businesses with insights on customer behavior and preferences. By analyzing communication history alongside CRM data, companies can gain valuable insights into customer behaviour. Understanding these patterns allows businesses to refine their strategies, ensuring that they respond to customer needs and preferences more effectively.
Automated Workflows
Automation is another powerful benefit of integrating CPaaS with CRM systems. Businesses can create automated workflows that trigger specific communications based on customer actions. For example, if a customer abandons their shopping cart, an automated follow-up SMS can be sent to remind them of their items. Similarly, reminders for upcoming appointments or notifications about product launches can be effortlessly scheduled, enhancing the overall customer experience.
Enhanced Reporting and Analytics
Combining CPaaS with CRM systems also improves reporting and analytics capabilities. Businesses can track the effectiveness of their communication strategies by analyzing engagement metrics from both platforms. This data-driven approach enables organizations to measure the success of their campaigns, identify areas for improvement, and make informed decisions to optimize customer engagement.

Integrating CPaaS with CRM systems is a strategic move for businesses looking to enhance customer engagement and retention.

Streamline and personalize communication with Globe Teleservices’ enterprise communication channel, CPaaS+ to gain insights into customer behaviors.

With the right tools, elevate your customer engagement strategy, to improve satisfaction and loyalty in this digital-first world.

The Role of WhatsApp in Omnichannel Messaging Strategies

In the face of growing customer demand, businesses are challenged to deliver consistent and personalized communication across multiple channels. This is where omnichannel comes into play – it integrates multiple channels to create a seamless communication experience. By combining online and offline interactions, businesses can ensure that customers receive timely and relevant messages regardless of the platform they choose.

The Growing Role of WhatsApp in Omnichannel Communication

One of the most significant players in the omnichannel communication landscape is WhatsApp. With over 2 billion users worldwide, the platform has transformed how businesses engage with their customers. Its popularity is prominently due to its user-friendly interface that it offers. As more customers turn to messaging apps for communication, businesses are realizing the potential of WhatsApp as a key channel in their omnichannel strategy.

The increasing adoption of WhatsApp by businesses can be attributed to its ability to meet customers where they already are. Unlike traditional channels, which may be seen as intrusive, WhatsApp allows customers to engage on their terms. This shift is not just a trend; it represents a fundamental change in how businesses approach customer engagement.

Key Features of WhatsApp for Omnichannel Messaging

Instant Messaging
At the core of WhatsApp’s appeal is its instant messaging capability. Real-time communication enables enterprises to quicky respond to inquiries or grievances. This immediacy builds trust and fosters a sense of connection, essential elements in customer relationships. With WhatsApp, businesses can provide answers, support, and updates instantly, improving overall customer satisfaction.
Rich Media Sharing
Another compelling feature of WhatsApp is its ability to share rich media. Enterprises can send images, videos, and survey links, further improving customer experiences. For instance, a retailer can showcase new products through images or provide a how-to video for using a particular service. This versatility not only captures attention but also aids in clearer communication, making it easier for customers to understand the message.
Business Profiles
WhatsApp also offers business profiles, enabling companies to create a branded presence on the platform. These profiles enable brands to include their contact details, operating hours, and a brief description for its customers. This feature enhances credibility and ensures that customers can easily find the information they need, further streamlining communication.
Automated Responses
To improve efficiency, many businesses are leveraging automated responses through chatbots on WhatsApp. These tools can handle common inquiries, provide instant replies, and guide customers through various processes. By automating routine tasks, businesses can free up human resources for more complex issues, ensuring a swift and effective customer service experience.
Integration Capabilities
Lastly, WhatsApp’s integration capabilities are a game changer for businesses. The platform can seamlessly connect with CRM systems and other tools, allowing for streamlined communication. This integration enables businesses to maintain context across different channels, ensuring that customer interactions are coherent and consistent. When a customer switches from WhatsApp to email, for example, the transition can be smooth, as all information is readily available.

WhatsApp plays a pivotal role in an omnichannel messaging strategy by offering a seamless and integrated customer experience. Its features—instant messaging, rich media sharing, business profiles, automated responses, and integration capabilities—empower businesses to engage customers effectively across various channels. As customer expectations continue to evolve, integrate WhatsApp into your communication strategies with our customer communication solution to enhance customer engagement and build lasting relationships.

Enable innovations #ei with Globe Teleservices to elevate overall brand experience and remain competitive in a rapidly changing landscape.

Transforming APIs into ROI: The Business Impact of CPaaS

In today’s fast-paced digital landscape, businesses need to stay agile and adaptable to maintain its competitive edge. Communication plays a vital role in this, and the rise of Communications Platform as a Service (CPaaS) has revolutionized the way businesses engage with their customers across different channels globally.

Elevating Business Communication with CPaaS

CPaaS is a cloud-based solution that allows businesses to easily integrate real-time communication features into their applications and services. With CPaaS, businesses can deploy and manage communication tools tailored to improve customer engagement, streamline operations, and stay ahead in a competitive market.

As per Statista, the global CPaaS market is projected to reach 21.7 billion U.S. dollars owing to growing demand for cloud solutions.

Impact of CPaaS on Business Growth and ROI

One of the key advantages of CPaaS is its ability to drive business growth by enhancing communication capabilities while reducing costs. By integrating real-time communication features into their workflows, businesses can improve customer service, boost engagement, and increase customer satisfaction—all of which contribute to higher sales and better ROI.

CPaaS operates on a pay-as-you-go model, making it a cost-effective option for small and mid-sized enterprises. This allows companies to scale their communication capabilities up or down based on demand, optimizing their spending and maximizing their ROI.

Integrating CPaaS with Existing Systems for Enhanced Efficiency

CPaaS platforms are designed to be easily integrated into a business’s existing systems, thanks to their use of Application Programming Interfaces (APIs). They are the building blocks that allow different software applications to communicate and share data with each other. By leveraging APIs, businesses can seamlessly integrate CPaaS solutions into their existing workflows, enhancing efficiency and reducing the complexity of managing multiple communication channels.

For instance, a company using a customer relationship management (CRM) system can integrate CPaaS APIs to add voice or messaging capabilities directly into the CRM interface. This allows customer service representatives to make calls or send messages without leaving the CRM system, improving productivity and reducing response times.

Customizing CPaaS Solutions with APIs

Flexibility and customization: APIs allow to customize communication tools as per their unique requirements. This flexibility enhances the user experience by embedding communication functions directly into existing workflows and interfaces, ensuring a smooth and cohesive experience for the end user.

Scalability: CPaaS helps businesses scale communication easily with APIs, supporting growth and seasonal demand changes without major system updates.

Cost effectiveness: CPaaS APIs help businesses reduce communication infrastructure costs with a pay-as-you-go model, making it ideal for startups and small businesses.

Efficiency: APIs simplify integrating complex communication features, eliminating the need for any kind of development. They provide predefined tools for seamless integration of messaging, voice, and video, reducing costs and time while enhancing flexibility and scalability for businesses.

Changing the Game for Enterprises

For enterprises, the ability to integrate and customize CPaaS solutions through APIs is a game-changer. It enables them to deliver more efficient and effective communication strategies, reduce operational costs, and improve customer satisfaction. In fact, Gartner forecasts that by 2025, 95% of enterprises globally will adopt API-enabled CPaaS offerings to enhance their digital prowess. This can help businesses enhance their digital presence, streamline operations, and drive growth—all while maintaining the flexibility to scale as per the constantly evolving landscape.

Level Up your Communication Strategy with CPaaS+

In a world where communication is key to better experience, CPaaS enables companies to enhance their capabilities, drive growth, and improve ROI. By integrating CPaaS with existing systems and customizing it through APIs, businesses can create seamless, efficient, and effective communication strategies.

At Globe Teleservices, we understand the importance of seamless communication in driving business success. Learn how we are helping enterprises unlock their full potential with CPaaS+, elevating their communication strategies to new heights.

Whether it’s boosting customer satisfaction, reducing costs, or driving innovation, achieve your communication goals and more with us.

5 Ways CPaaS is Boosting Customer Relations for Enterprises

Excellent customer relationships are the most-used not-so-secret weapon for successful businesses. In this digital age, companies are building excellent customer relationships through strategic and well-planned methods for personalized communication. However, this is a time of omnichannel customer contact. The scope for communication extends across telephonic, SMS, Internet-based IM communications, emails, campaigns, and many more mediums. That makes the task of personalized communications a bit more complex.

In the past, businesses had to build their own communications infrastructure to support such initiatives. But fast forward to today, when they have a unified solution available at their disposal via the cloud. We are talking about Communications Platform as a Service or CPaaS.

What is CPaaS?

In simple terms, CPaaS is a cloud-based umbrella solution that facilitates real-time communication through channels like SMS, Voice, Email, Chatbot, etc. The framework leverages APIs through which enterprises can integrate the desired communication channels into their digital applications effortlessly.

For example, if you run an eCommerce business, then all your customer communications can be easily handled through a single CPaaS platform. Different departments like marketing, sales, dispatch, delivery, etc. can initiate the desired notification messages through the solution. It can be configured according to every specific need.

5 ways in which CPaaS is helping enterprises today

Gartner predicts that by 2025, nearly 95% of global enterprises will leverage CPaaS to improve their business communications. This is because CPaaS has the potential to offer some truly exhilarating benefits for businesses that utilize them.

Let us explore the top 5:

Facilitate real-time communications

The major advantage of CPaaS is that it facilitates real-time communication between customers and the business. Traditionally, this was possible only with person-to-person interactions that happened in stores or via telephonic conversations. With CPaaS, there is a huge opportunity for businesses to build autonomous personal communication channels in real-time. They can use SMS, automated voice calls, WhatsApp, or Chatbots to deeply engage with their customers at any time.

The conversations can be triggered in real-time by any desired trigger event. For example, when a shopped product is shipped from the warehouse or when a delivery agent picks up the food ordered via a food delivery app and so on. Every communication sent out can be personalized with permitted data from customers to build a very engaging communication experience.

Empower marketing

With CPaaS, businesses can equip their marketing teams with a direct communication channel with several engagement options. Rich text or media like videos and images can be shared with customers through integrated WhatsApp and other social media messaging applications.

They can also use the CPaaS solution to segregate target customer populations into buckets for more effective targeting through campaigns. Platforms like CPaaS+ from GTS offer even more attractive features like tracking campaigns, analytics on the performance of campaigns, etc. Such solutions can provide real-time visibility into several crucial aspects thereby helping marketers fine-tune their approaches easily and more effectively.

Enhance security

As businesses compete to win customers through best-in-class apps, there are often security concerns that they run into like fraudulent access, impersonations, etc. With CPaaS, enterprises can add additional layers of security to their digital communication approaches. They can use it to deploy authentication mechanisms via SMS OTPs or automated flash call verification, etc.

An additional feature that enterprises can leverage is the ability to offer masked number communications to customers. This helps in protecting against the misuse of the customer’s data.

24*7 availability for support operations

CPaaS solutions don’t just help by enabling communication channels. They can also allow enterprises to automate the operation of such channels. We have already seen how applications like food delivery apps and eCommerce can use CPaaS for real-time notifications. On a different note, the same capability can help set up 24*7 support operations for customers.

This is extremely important when you want to expand your digital business globally as support operations need to be run 24*7. Customer queries can be answered with AI-enabled response systems integrated into your content generation workflows for SMS, Chatbots, etc.

Cost-effective

Irrespective of the business size, having a reliable communication experience with customers is critical for growth. But for smaller businesses, investing in massive communication infrastructure will be a very tough proposition. With CPaaS, this challenge is easily resolved. The solution provides two major capabilities. One is the ability to offer subscription-based pricing since it is a SaaS platform running on the cloud. The second benefit is the modular flexibility it offers for adding communication channels on demand.

Enterprises can use CPaaS as a plug-and-play solution wherein they can add communication channels one after the other depending on the business growth. They can add the desired engagement functionality on specific apps or digital services as per demand. The modular flexibility results in them paying only for what’s needed at that point of time in their business growth journey.

One-stop communication is a competitive advantage

CPaaS is an extremely powerful tool for today’s businesses to revolutionize their customer communication experiences. Building a sustainable competitive edge requires businesses to be able to be closer to their customers, nurturing their interests and engaging them constantly. With CPaaS, all this becomes possible out of a single one-stop solution.

However, making the right call in selecting the CPaaS solution is also equally important. This is where GTS can help make a difference. Our CPaaS + platform is equipped with advanced features that go beyond the traditional capabilities of CPaaS solutions. Get in touch with us for a quick demo and decide for yourself.

The Top 6 Telecom Challenges for Enterprises Working Across National Boundaries

‘Global operations’ is no longer an uncommon dream for companies but an absolute reality across the business world. And we can safely say that communication technology has been a major facilitator of this boundaryless marketplace. The telecom sector plays a key role in helping enterprises build global teams and serve their client base across geographies.

Operating globally opens up more opportunities to serve customers and access expansive talent pools. However, staying competitive can become challenging without the support of robust telecommunications systems that enable collaboration and empower communications.

Some of the key telecom challenges for enterprises that operate across national boundaries are:

1. Routing and Interconnection Challenges

Global business operations need smart voice connectivity across all geographies, as communication keeps all business departments in sync. However, this can become a challenge for enterprises. That’s because different countries mean different telecom operators. Businesses need access to top-notch routing services and interconnects to these operators.

International Virtual Numbers (IVNs) and International Toll-Free numbers also become non-negotiable here. They are facilitators of good customer service and deliver a local experience to customers for such enterprises.

All in all, the challenge arises in integrating voice solutions with multiple channels and ensuring smooth communications. Enterprises must enable customers and employees to make calls from anywhere to any location worldwide. That’s what drives competitiveness.

As such, they need the support of telecommunications voice solutions that provide:

Origin-based dynamic routing
Number handling
Low-Cost Best Quality Routing (LCBQR) services

2. Latency and Call Quality

The days of choppy call quality are thankfully behind us. Seamless, clear, crisp connectivity now drives business outcomes. Low latency in voice calls is, in fact, a business imperative for smooth communication. It drives collaboration and customer experiences in a global world.

While latency between 20 to 150 ms can be barely noticeable, anything in the range of 150 to 300 ms can impact and diminish call quality. There can be noticeable lags and interruptions. Overcrowded networks are often one of the main contributors to such latency.

Therefore, enterprises need reliable international voice solutions. These must provide international coverage and enable easier, faster, and low-latency connections.

3. Challenging Fraud Landscape

Call quality and performance cannot come at the expense of high costs or poor security. As the telecom fraud landscape becomes more sophisticated, enterprises need robust fraud prevention strategies.

They need to build capabilities to prevent fraudulent phone calls, interconnect scams, and international outbound attempts. Further, they have to ensure that the connectivity and performance of their telecommunications assets are not compromised.

4. Real-Time Analytics

Real-time analytics of telecom traffic and the use of new technologies are now becoming imperative for enterprises. This is especially true for those businesses with operations across national borders.

Technologies such as AI and ML are essential to detect fraudulent traffic activities in real-time using pattern analysis. Using intelligent profiling techniques, can also help enterprises take a more proactive stand in risk identification and fraud prevention.

5. High Costs

The cost of international calls can cause a significant dent in the company’s bottom line. With voice call rates increasing globally, enterprises with global operations must look at optimizing cost opportunities.

The telecom sector is constantly evolving, and along with call charges, interconnect charges are also increasing in several geographies. Besides, the sector across the globe offers different floor prices when it comes to floor traffic. This means that the cost of completing a single call can differ across locations and cause a significant dent in the profits.

Identifying cost optimization strategies is crucial for enterprises to contain costs while driving connectivity. The role of voice solutions increases here as they offer enterprises the capability to:

Make affordable international calls
Optimize costs associated with voice calling
Prevent the compromise on call quality or performance

6. Driving Customer Experience

Businesses today are competing on their capability to deliver exceptional customer experiences. One of the key factors influencing customer experience is the enterprises’ ability to deliver contextual and localized experiences. As such, they need to not only tailor product experiences but also deliver local experiences.

From the telecommunications standpoint, enterprises can do this by having local numbers that customers can dial to speak to company personnel. They can leverage telecom solutions to:

Keep up with on-demand customer requirements
Capably redirect calls to appropriate agents who can deliver the localized experience using intelligent IVR

Cloud-based omnichannel customer engagement solutions like CPaaS+ can further help in:

Engaging with customers over their preferred channels
Facilitating hyper-relevant and contextual interactions

All these capabilities influence business outcomes as they help enterprises:

Resolve issues faster
Deliver better customer experiences
Improve customer loyalty rates

The Bottom Line

Enterprises need the support of telecommunications solutions to build high-quality and long-lasting relationships with their customers. To that end, robust, comprehensive, and integrated voice platforms are essential for enhanced call quality and performance.

The right platform can offer the advanced interoperability that businesses need today. It can map out the best traffic routes while providing affordable and cost-effective intercarrier fees.

Apart from this, unified routing, advanced forecasting, in-depth analytics, and live quality assurance are also critical. These capabilities empower enterprises to remain competitive and profitable in a complex and global business landscape.

Interested in learning more about such telecommunications offerings and how they can help your business? Book a strategy call with our experts today!

Is It Time For The Next-Gen Option To OTP?

Two-factor authentication is now a staple in the business world when it comes to validating customer communications. Allowing businesses to verify user identity through two or more authentication mechanisms, the method has been helping in adding an extra layer of protection to any sign-in process and protecting the business against breaches due to lost or stolen credentials.

While receiving a code or OTP on a registered mobile device for one login or transaction has been one of the most popular authentication mechanisms, it is now time for the next-gen option to OTP: Flash Call!

What are the challenges associated with OTP?

When users try to log into an app or try to make a banking transaction, OTP has been the go-to choice for secure authentication. According to reports, SMS-based authentication revenue will reach$39 billion globally in 2022, representing 5% of total operator-billed revenue.

Although OTPs help adds an additional layer of security, they bring with them their own set of challenges. For instance,

OTPs are known to be inconvenient and not very user-friendly. Users who aren’t very tech-savvy often find the OTP process confusing, unnecessary, or even cumbersome.
OTPs demand a reliable cell phone signal as well as sufficient battery life, which when not guaranteed, can result in delivery failures.
Many times, due to poor network, users fail to receive the OTP or receive it very late, requiring them to reinitiate the authentication process all over again – causing a high level of frustration, especially with banking transactions.
Some OTPs that are sent to the mailbox also tend to be delayed or land in the spam folder, which again leads to lost access.
For apps or transactions that make use of 3rd party messaging providers, users are also likely to incur a per-text charge to access their OTP and go ahead with the authentication process.
When using a mobile application that initiates an OTP process, toggling between the app window and the SMS window isn’t always everyone’s cup of tea; there is also the possibility of the wrong code being entered by the user, which requires users to start over again.
Users who need to authenticate a login while travelling abroad often do not receive an OTP because they do not have the international roaming facility enabled on their device.
For users whose OTP device is lost or stolen, multiple login attempts by bad actors can permanently lock them out of their accounts.

That apart, SMS is also the target of fraud and prone to security issues created by routing through questionable providers and grey routes.

What is Flash Call?

As the latest method for two-factor authentication, Flash Call reduces the widespread dependency on OTP, while helping overcome issues about inconvenience, data security, and lack of user-friendliness. It uses voice – instead of messaging – for authentication and is a far more customer-centric and cost-efficient solution to authenticate users, helping verify a user’s identity – without involving an SMS code. Since it involves no user interaction, Flash Call has the potential to disrupt the highly established A2P SMS market.

For instance, the global messaging app WhatsApp is reportedly working on integrating Flash Call as an alternative to OTP. Instead of making users enter a one-time, 6-digit code that they receive by SMS, the new Flash Call feature will allow WhatsApp to directly make a call to their device and verify the phone number – without users having to take any action. Such authentication will not overcome all the drawbacks of OTP; it will also pave the way for quicker verification and improved customer satisfaction.

How does it help businesses?

Flash Calling authentication is expected to near 128 billion calls globally by 2026; here’s how the new mechanism can aid businesses:

Accelerate the authentication process: Unlike the time-consuming OTP process where users have to open their SMS application to check for the OTP and enter it to authenticate themselves, Flash Call automates this verification process – without users having to do anything. As an automatic call is made – and then rejected – and the last four digits are automatically inserted, the device is instantly verified – thus accelerating the authentication process.
Offer a richer user experience: Flash Call allows businesses to have a greater ability to customize the user interface, the overall user experience is richer and more engaging. Since users no longer have to go back and forth between apps, there is a considerable increase in user satisfaction, which, in the long run, can also lead to better loyalty and retention.
Improve conversion rates: Flash Call is also a great way to improve conversion rates. Since users are no longer distracted by receiving and entering one-time passwords, businesses can pave the way for automatic verification and ensure quicker user signup – which can result in improved conversion rates in the long run.
Enable better security: Flash Calls are also known to more secure and amenable to privacy. Since the mechanism cannot be intercepted or terminated by fraudsters, it results in a higher level of security. At the same time, for apps or transactions that are used across multiple devices, Flash Call will make it easier and safer for users to log in to each device separately.
Reduce operational costs: Businesses today end up spending way too much money running their business for activities that span marketing, online advertising, analytics, and more. Common 2-factor authentication mechanisms like OTP only add to these costs, especially in countries where operators charge high rates for SMS and phone calls. Flash Call is a great alternative to the expensive OTP, allowing businesses to save a considerable sum on the authentication process.

As a new technology that can be used to authenticate users, Flash Call is a great alternative to the traditional, costly, and ineffective OTP authentication method. Not only does it enable quicker and more efficient authentication; it also aids in improving the end-user experience through automated verification. Given the numerous benefits it offers over OTP, Flash Call might just become a hot favourite for commerce, payments, and telecom companies. When that happens, let us show you how a powerful new alternative to OTP could work!

5 “New-Age” Digital Solutions that Could Occupy the Thoughts of Telecom Leaders

The digital revolution, driven by high-speed internet connectivity and a plethora of software products and services has become the backbone of social, economic, and technological prosperity today. Communication systems are evolving. As the technology landscape matures and provides more robust solutions to help enterprises and businesses navigate a complex, dynamic, and competitive business world, new and creative business models, products, and services are emerging to fulfil consumer demands.

The telecom sector has a pivotal role to play in this dynamic new age.
Here is a look at five new-age digital solutions that telecom leaders should care about

CPaaS and telecom

The CPaaS market has been on an incremental and steady rise. The demand for cloud communications expanded use cases and prompted new suppliers to enter the market. CPaaS, or Communications Platform as a Service (CPaaS), allows organizations to cherry-pick real-time communications features, such as voice, video, and messaging, and embed them into business apps and services. This delivery model allows organizations to customize their communication stack and allows employees to communicate with each other and with customers on a platform and device they want.

CPaaS is cloud-based and software-driven and allows application developers and product owners to tap into and leverage digital and mobile features without having to build or locate any of the expensive physical network infrastructures.

While API providers and network owners are riding the CPaaS wave, it is time for telecom providers to identify how to cash in as well. Telecom providers often do not partner with CPaaS developers since they offer few APIs. The process infrastructure also tends to increase the time-to-market.

However, telecom leaders have the opportunity to get a share of the CPaaS pie since they have access to mass telephony. The cost and routing control, the database of phone numbers, and SIP or traditional switch infrastructure can be put to use to deliver a value proposition for CPaaS.

That apart, telecom companies can extend their services to a wider range of sectors such as entertainment, gaming, fintech, social media, etc. to advance their projects that blend video, voice, text, data analysis, and interactive communications and help deliver better feature-rich services.

IoT

Forecasts estimate that there will be more than 50 billion connected IoT devices in use across the globe by 2030. The greatest advantage that the telecom companies have is that of the infrastructure that exists with mobile phone towers and internet cables infrastructure serving the groundwork for creating new solutions and services based on 5G and IoT.

The IoT market is also expected to reach $381.16 billion in 2025 at a CAGR of 24% as IoT use cases and industry adoption continues to increase rapidly. Apart from the use of IoT in home automation where the role of the telecom providers becomes that of providing exceptional mobile and network connectivity, there are significant opportunities for telecom companies to leverage in industries such as manufacturing, security, agriculture, logistics, smart cities, etc. that run on IoT.

Especially as 5G arrives, there will be a need for IoT specialists to help telecom companies implement the technology into existing infrastructure and business processes. Some telecom companies might need to build their own IoT platforms that aid the development of custom products and services to meet customer needs.

Telecom can not only help organizations adopt IoT to drive better outcomes but can develop IoT-linked products and services. IoT connectivity services and data storage and management are the usual suspects of where telecom providers come into the picture. Telcos can also provide better data and analytics from IoT-generated data and help businesses extract valuable insights from raw metrics.

Telecom leaders can drive real-time asset monitoring by employing extended communications networks in conjunction with cloud computing to collect signals from embedded devices and deliver them to the industry-tailored applications.

By adding IoT to their offering mix, telecom leaders can increase revenues by offering IoT services and solutions, retaining clients, and attracting new ones.

Edge Computing

Edge computing is gradually becoming a mainstay in the digital solutions toolbox especially as 5G explodes onto the scene. Analysts reveal that almost 75% of enterprise-generated data is expected to be created and processed outside the cloud or the traditional data centre by 2025. Most cloud computing giants such as AWS and Google are not ready for operating in massively distributed and remote edge environments.

The need to run edge computing at a massively distributed scale and the increasing reliance on the cloud to enable remote/hybrid work has accelerated the race to 5G adoption. With edge computing coming into the picture, telecom leaders have a greater chance for market dominance. This is because the hyperscale data centre advantage demonstrated by public cloud providers becomes irrelevant at the edge even though the uniform software stack advantage persists.

With 5G, organizations can distribute workloads to run at the Edge and reshape cloud computing and user experiences. 5G offers increased distribution, greater network speed and reliability, and the capability to provide new experiences because of reduced latency. These experiences will be powered by applications running on the network edge in contrast to running in the cloud.

For telcos, this means accelerating their move from a hardware-driven appliance model into a software-defined architecture and developing the capabilities and taking advantage of open-source technologies like Kubernetes as a potential foundation for 5G deployment. Delivering higher performance, lower latency, distributed scale, and stringent SLAs will become essential for telecoms as 5G and Edge become the next cloud disrupters.

Rich Communication Service (RCS)

RCS or Rich Communication Service is now emerging as the successor of SMS services. RCS is a feature-rich messaging service that allows organizations to create richer conversations with their customers. RCS delivers the eye-catching function of OOT applications and also leverages the unbeatable reach of SMS.

WhileRCS is not going to replace OTT applications, native messaging based on RCS is the next evolution of operator-led SMS and will play a big role in the new messaging environment. Customers are also ready to embrace RCS with some major brands already leveraging RCS heavily.

Telecom leaders have to work towards providing fully interoperable, RCS-based cross-operator advanced messaging platforms and develop the right partnerships with aggregators, and connectivity service providers to ride the RCS boom.

AR and VR

AR and VR are attracting a lot of attention today as these technologies are in the next stage of delivering new value propositions. They are now moving out of the realm of gaming and finding real-world applications across industries such as manufacturing, healthcare, worker safety, and compliance, aviation, oil, and gas, etc.

Telecom providers can dip their toes in the AR and VR pool since they are an essential part of the ecosystem. They help with the discovery and delivery segment and help subscribers find differentiated AR experiences.

While telecom companies do not stand great monetization opportunities directly from AR presently, they can leverage AR to drive better operational excellence with improved network inspection/maintenance, repairs, inventory management, workforce training, customer service, etc. using AR-based remote assistance.

Interestingly, the rise of digital solutions and the pursuant push towards digital transformation also demands a convergence between IT and telecom. Whether it is IoT, CPaaS, Edge computing, RCS, or the use of immersive technologies such as AR and VR, the telecom sector has a role to play as the enabler of everything.

What Enterprises Must Know About Communication Platform As A Service (CPaaS)

Customer habits and expectations are changing rapidly. This is rapidly becoming the age of the Omnichannel customer. This has driven companies to become customer-centric and create communication strategies designed to connect with customers wherever they are present. To add to that, enterprise workforces are becoming more distributed and widespread. Inevitably, as new channels get added every day, managing communication has become difficult. Enterprises want a solution through which they can communicate with their customers and employees seamlessly on any platform or channel.

This burning need to enable seamless communications within enterprises and between them and their customers is the reason why Communication Platform as a Service (CPaaS) has become so important.

Gartner defines CPaaS as a cloud-based software-driven middleware on which the enterprises can run, develop, and distribute communications. It provides API integrations so enterprises can seamlessly integrate real-time communications channels such as voice, video, or messaging into any app or business process. CPaaS has become so popular that a report from Future Market Insights states that it would be a $5.28 billion market by 2021 end. According to a survey, 67% of enterprises expect to see better business outcomes of CPaaS within the next five years.

So, what’s unique about CPaaS? How is it benefitting the enterprises? Here’s what enterprises need to know.

What Enterprises Should Know About CPaaS?

Builds communication structure within the enterprise

Enterprises can no longer rely on just voice or digital channels to support customers and employees. Also, considering that everyone expects a connected experience, they have to integrate disparate communication channels to offer a consistent experience across multiple touchpoints. CPaaS can help enterprises build a connected, end-to-end communication structure to support customers and employees across all channels. CPaaS allows developers to add APIs and microservices into the application without worrying about the backend infrastructure. Developers can build any kind of communication capability – SMS, voice, emails, chatbots, etc. with minimal or no code. It also takes care of security and user authentication by ensuring that the person connecting is allowed to do so.

Simplifies customer support

Gone are the days when customers had to wait on hold to resolve their queries. CPaaS has redefined customer support for enterprises. With automated services like chatbots and intelligent IVRs taking care of the basic and routine queries, customer support professionals get time to focus on queries that require nuanced interpretation and intervention. They can focus on creating a better experience for customers. CPaaS is also channel-agnostic. It can deliver consistent support across every channel. Considering that customer support must now be available 24/7, customers don’t have to wait till the customer contact center opens for business. They can get solutions to their concerns immediately on any of their preferred channels. If human intervention is needed, CPaaS ensures seamless communication continuity by enabling informed handovers between various channels. Such flexibility allows the customer support team to resolve queries quickly and maintain an elevated quality of customer service.

Improves customer engagement

Apart from addressing queries, CPaaS can also help improve customer and employee engagement. First, enterprises can integrate it with the CRM, so the customer support team can access the customer’s details. They can see the customer’s details and personalize their responses or, if the opportunity presents itself, cross-sell or upsell new products to them. It also aids the marketing and sales team to create contests, promotional offers, flash sales, etc., and push the communication to the targeted customers through channels of their choice. It can also be used to send reminders for an impending appointment or payment alerts to customers. Some CPaaS solutions also offer reporting capabilities to check if the overall customer engagement campaign was successful. Similar opportunities can be exploited for employee helpdesks and support for greater employee engagement. Experts foresee AI integration with CPaaS in the future to make engagement more agile and powerful.

Offers financial benefits

One primary reason behind enterprises investing in CPaaS is the financial benefits it offers. Firstly, CPaaS does not require any special hardware setup such as physical lines or servers. It is cloud-based and works on a plug-and-play format that can be customized as per business needs. Everything is managed at the software level through APIs without any additional charges. This also allows enterprises to scale the system or add more channels seamlessly, quickly, and easily.

Conclusion

CPaaS is not just beneficial to enterprises alone. It has opened the doors for new opportunities for the telecom industry. The rise of applications such as Skype and Zoom were seen as threats to the business of telecom companies. The profit margins on voice have decreased too. Under such circumstances, it’s vital for telecom companies to leverage their understanding of network infrastructure and communication channels to provide innovative and powerful new solutions to their customers. Considering that enterprises are on the lookout for omnichannel communication capabilities, this is the right time to hit the market with uber-functional CPaaS offerings. Telecom companies can offer real-time communication (RTC) and no-code to low-code CPaaS capabilities for enterprises. They can offer real-time communication capabilities to enterprises through an API-led strategy that lowers entry barriers. This will help telecom companies to gain a competitive advantage and improve their profit margins. When a major infrastructure company like CISCO announces that it’s acquiring a CPaaS company (Tropo), it’s a clear sign that the telecom industry is repositioning itself to offer future-ready communication solutions to enterprises. Is CPaaS a part of your solution strategy?