Enter your details to view
One step away
from a gold mine of resources
The content that you are looking at is locked
Transforming customer experience: The strategic role of unified CX platforms
This whitepaper by Tata Communications and Juniper Research explores the evolution of customer experience (CX) in a digital-first world. It highlights the shift from siloed communication solutions to unified CX platforms that integrate CPaaS (Communications Platform-as-a-Service), CCaaS (Contact Centre-as-a-Service), and AI. The report discusses the challenges enterprises face, such as rising customer expectations, fragmented journeys, and data silos, and demonstrates how unified platforms enable seamless, personalized, and scalable customer engagement across all channels.
Key takeaway
-
Unified CX platforms are essential
Integrating CPaaS, CCaaS, and AI into a single platform is now critical for delivering seamless, personalized, and omnichannel customer experiences that meet rapidly evolving expectations.
-
Overcoming fragmentation and data silos
Unified platforms consolidate communication channels and customer data, enabling a 360-degree view and more effective, personalized interactions, while reducing operational complexity.
-
Strategic value for enterprises
Investing in unified CX solutions not only improves operational efficiency and customer satisfaction but also drives long-term loyalty and growth, helping businesses stay competitive in a digital-first marketplace.
