Enterprises looking to add mobile communications components to an application usually fit into one of two scenarios....
By submitting your personal information, you agree that TechTarget and its partners may contact you regarding relevant content, products and special offers.
For example, say an enterprise wants to integrate communications components with its contact center to connect employees, customers, partners and suppliers.
One, the organization already has a contact center and wants to access it via its mobile app.
In this case, a mainstream communications platform as a service (CPaaS) may not be the answer. This is because customization might be required on the CPaaS vendor's end to add the necessary mobile communications components to the contact-center platform -- something that is usually difficult to achieve.
Two, the organization is starting a greenfield contact center and wants to build mobile communications components from the ground up.
In this case, the organization should use a CPaaS vendor or a cloud-based customer service software vendor that handles both customer relationship management and contact-center software from the start.
In both scenarios, a mobile software developer's kit (SDK) needs to be part of the vendor's offering. Organizations will need to integrate a mobile SDK with the mobile app to add the necessary communications components. If the organization doesn't have a mobile app, then one will need to be developed in-house or with a third-party developer.
Do you have a question for Tsahi Levent-Levi or any other experts? Ask your enterprise-specific questions today! (All questions are treated anonymously.)
A deep dive into the communications platform as a service market, vendors and customers
Integrate communications to boost business application productivity
The API trends shaking up the CPaaS market
Related Q&A from Tsahi Levent-Levi
Communications APIs can change how organizations use their communications infrastructure. API expert Tsahi Levent-Levi explains the two ways APIs ...continue reading
Four attributes are necessary to examine providers in the CPaaS market. Find the right offering for your organization's communications and workflow ...continue reading
Communication APIs offer a wide range of uses for enterprises. Discover some of the leading and emerging use cases for organizations today.continue reading
Have a question for an expert?
Please add a title for your question
Get answers from a TechTarget expert on whatever's puzzling you.