Always-on, mobile-first – call it what you like but one thing is for sure: the world is constantly on the move.
That means consumers no longer have the time nor the inclination to communicate by calling only; much less calling only during certain hours.
For enterprises unable to provide these most modern of choices, delivering a frictionless user experience is a challenge that is hard to overcome. Add-in the need for organisations in many sectors, such as financial services and healthcare, to communicate effectively and securely, and it’s easy to see why the technologically-powerful, securely-compliant, all-in-one-place Communication Platform as a Service (CPaaS) is increasingly the answer.
Only by centralising omnichannel communication can an organisation cover every base. Whether for delivering content-rich mass marketing campaigns via SMS or MMS, or for facilitating personal, data-sensitive interaction via voice, email, chatbot, or third-party messaging apps, CPaaS solutions make it all simple, slick and secure.
For end user organisations and/or their technology partners, picking the right provider is key.
“Enterprises and organisations of all kinds are rightly on a digital transformation journey designed to provide a high-quality and engaging communication experience for customers and employees – deploying a robust and feature-rich CPaaS must be at the very heart of that process,” says Asha Potla, Director of Product Managements, Enterprise Messaging, at leading provider Soprano, whose Soprano Connect platform ticks all the boxes.
“The platform must provide a total solution; tailor-made with the security, policy controls, compliance, unique insights and system agility required for responding to today’s modern communication challenges.”
In the case of Soprano Connect, government agencies and large banks around the world are attracted in particular to its in-built security and anti-fraud functionality, and the ability to seamlessly manage their omni-channel communications in a multi-departmental scenario.
“It helps those organisations detect and prevent fraud,” says Potla.
“Before they send out a message, they can get a fair idea of the risk score and then decide whether they want to go ahead or whether they want to hold off. We also recently added spam content detection where the platform can automatically detect URL content or certain SPAM keywords within an SMS message and, depending on user preferences, either block the message or send with a warning. Either way, customers get notified if potential SPAM content detected in their outbound messages.”
“Then there is content masking, where, for example, the content of a message is either fully or partially redacted, such as in the case of an account number or one-time password (OTP).”
