“Customers is expectations continue to change,” says Cisco’s Brian Heikes. “Where previously, just having a phone number available was sufficient or an email address you could reach out to, Now customers are expecting more and more for us to meet them in the channel of their choice in the manner that they want, which means asynchronous delivery of service so that they don't have to interrupt their day to wait on the phone for an agent to be available or for an answer to come to them. And with WebEx Connect, we're powering that and delivering that for customers.”

In this short podcast Heikes outlines how CPaaS is being used to deliver customer experiences that match and exceed customer experiences, and how those solutions are spreading across the enterprise. “We see more and more enterprises leveraging CPaaS, what you see is multiple departments trying to leverage the same resources at the same time.”

About Webex by Cisco and CPaaS

Webex by Cisco focuses on enabling richer, smarter customer interactions, incorporating proactive two-way communications and reactive communications. Webex puts customers' demands first to deliver end-to-end customer journeys across multiple communication channels, that integrate with existing back-end systems. Its enterprise-grade cloud communications platform (CPaaS) automates, orchestrates, and monitors interactions at scale for a range of enterprises globally, enabling businesses to easily deliver seamless experiences, while saving time and reducing costs.