Avoid the pitfalls of integrating real-time communications in SaaS offerings

Presented by

Sean Hsieh, Founder and Chief Product Officer at Flowroute, & Donnie Berkholz, Research Director at 451 Research

About this talk

Communications is undergoing a massive transformation from on-premise systems that support generic calling uses, to innovative hosted solutions, allowing organizations to benefit from developers integrating communications tightly into their business processes. Much of this shift is causing businesses to migrate away from integration with and maintenance of legacy systems to using hosted PBX, unified communications, and contact center solutions, with the primary goal of freeing internal resources to focus on areas that will differentiate the business. But in moving to hosted offerings, they are often able to tap into increased capabilities with lower barriers to entry and faster time to value. Similarly, some businesses are using the chance to move away from on-premises equipment to adopt highly tailored, industry-specific solutions that integrate all communications into the flow of work and enable them and their customers to benefit from solutions that previously were beyond economic or technical reach. As digital transformation becomes pervasive, your customers expect simple, seamless, customized experiences across multiple channels at any time and on any device. Their desire for immediate outcomes is pushing businesses to think outside of the box to implement real-time communications that will ultimately drive transactions. During this webcast, we will discuss: ● How businesses can programmatically add and customize communication services like voice calling, text messaging and authentication into their applications. ● Key factors to help businesses select the right communications provider during the decision-making process ● Real-life use cases that have successfully built and deployed real-time communications such as call masking, appointment reminders, call tracking, and contact center.

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