Reviews for 'Application Development, Integration and Management - Others'
Gartner defines communications platform as a service (CPaaS) as a cloud-based platform used by developers, the IT team and other nontechnical business roles to build an array of communications-related capabilities using APIs, SDKs, documentation and no-code/low-code visual builders. The CPaaS tools facilitate access to multiple communications channels spanning voice, SMS, email, messaging apps, video and conversational capabilities, along with security.
Workforce engagement management (WEM) software is a collection of technologies that help manage the customer service workforce to ensure a high level of operational performance while elevating employee well-being, discretionary effort and satisfaction. The core capabilities of WEM products include: • Evaluation and improvement • Time management • Metrics and recognition (that is, performance management) • Assistance and task management • Voice of the employee (VoE) feedback • Recruitment and onboarding
Gartner defines contact center as a service (CCaaS) as solutions offering SaaS-based applications that enable customer service departments to manage multichannel customer interactions holistically from both a customer-experience and employee-experience perspective. CCaaS solutions offer an adaptive, flexible delivery model with native capabilities across the four functional components of the technology reference model for customer service and support. CCaaS providers also offer productized integrations with partner solutions through application marketplaces.
Gartner defines customer data platforms (CDPs) as software applications that support marketing and customer experience use cases by unifying a company’s customer data from marketing and other channels. CDPs optimize the timing and targeting of messages, offers and customer engagement activities, and enable the analysis of individual-level customer behavior over time.
Email marketing is the use of the email channel to deliver and optimize marketing messages — such as brand newsletters or contextually relevant, real-time and personalized communications — in support of engagement across the customer journey. Email service providers often bolster their technology platforms with supplementary managed services to improve the value and scalability of the email channel.