Syniverse’s new CPaaS platform will give businesses unprecedented scale for customer engagement, Senior Director of Product Management Mayur Sanmugam has told UC Today.
The Syniverse Hyperscale Communications Platform (HCP), which launched in February, has been built cloud-native from the ground up – meaning it is not constrained in the way of older, legacy platforms.
Mayur said that the platform is the first of its kind and has been built because of the need of large enterprises – in retail or financial services, for example – to engage with customers digitally on a vast scale.
“One of the trends we’re seeing in the market is a move towards increased digital engagement from enterprises and their customers,” he said.
“The use has changed drastically from occasional promotional blasts to being more integrated with customer engagement workflows.
“We’ve built a cloud-native platform from scratch to let us take this to a whole different level of scale and flexibility”
The cloud and modular nature of the platform mean that enterprises can create orchestrated customer engagements across channels far more quickly than in the past in response to the latest market trends. Existing channels include SMS, MMS, Facebook Messenger, WhatsApp, WeChat, and voice.
Syniverse’s HCP will be deployed across three Autonomous Zones in each AWS Region, giving businesses superior redundancy and resiliency. The platform is dimensioned to offer seamless continuity of service even if an entire AWS AZ goes down
The platform has also been built with cybersecurity at its heart. All data at rest and in transit is automatically encrypted, while customers can choose additional FIPS 140-2 Level 3 compliant encryption via a hardware security module.
Crucially, this encryption and security have been integrated so that enabling it does not impact latency and overall performance of the platform.
Mayur said that HCP is designed for the accelerated adoption of digital engagement by Fortune 200 businesses, several of whom are current Syniverse customers across financial services, retail, travel and other verticals.
Syniverse will also be offering the platform to channel partners, with this go-to-market suited well to partners serving niche verticals and smaller enterprises.
He also said there’s an opportunity for regional SMS aggregators that have built up a strong customer base around traditional messaging but want to evolve to a full-blown CPaaS offering.
“Leveraging Infrastructure as Code (IaC) best practices, it is easy for us to deploy instances of the platform anywhere in the world in hours instead of weeks,” he said.
“This will be the platform that powers all of our omnichannel communications for enterprises and for partners looking to migrate quickly to CPaaS.
“The platform design focuses on eliminating constraints at any point while delivering large volumes of messages, bringing state-of-the-art distributed stream processing to enterprise messaging.
“The architecture is a leap forward from on-premise platforms and enables real-time orchestration across digital channels at massive scale”
