Enterprises looking to add mobile communications components to an application usually fit into one of two scenarios....
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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.
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