Post on 20-Jan-2022
Ngage Omni Channel CPaaSEnterprise Engagement and Customer Experience Platform
Businesses have always thrived on increasing customer stickiness to achieve higher customer lifetime value. Although their products and services promise a great value proposition to the customers, the enterprises have realised that a higher customer lifetime value can be achieved only by engaging with the customer at the right time using the right context and cadence offering an enriching customer experience. The digital journeys through advanced messaging capabilities are being carved out to engage with the customers besides the foundational A2P SMS services. Enterprises have started leveraging their developer community to build solutions to lead the digital transformation through an API rst approach offered by Communication Platform as a Service(CPaaS). Gartner predicts that by 2023, 90% of global enterprises will leverage API enabled CPaaS offering as a strategic IT skillset to enhance their digital competitiveness, up from 20% in 2020.
Also, as enterprises embarked on their journey to offer better customer experience due to fear of being left out, they defaulted on siloed communication mediums to reach out to their customers. This has led to a lack of traceability of previous interactions and misaligned customer preferences creating more damage than benet leading to increased spend on marketing and customer service. A unied omnichannel approach helps to offer a seamless and consistent customer experience across the channels solving the major problems associated with user experience
CPaaS offers the exibility of the cloud to add real-time communication capabilities. It is set to become a key business model for building the enterprises’ communications strategy as it brings unprecedented benets by reducing overall latency, accelerating decision-making and delivering new offerings swiftly.
Customer Engagement is Transforming
Ngage Messaging Platform
Ngage is an Intelligent Omni-channel CPaaS offering that enables an enterprise entity to communicate with its customers using rich contextual cadence and to deliver an enriching customer experience through the channel of their preference.
OPERATORS ENTERPRISES
SMS MMS USSD SimFlash IVR Email
DIGITAL CHANNELSCONVENTIONAL CHANNELS
OTT Web Chat
Social chats*
RCS
SERVICES
A2P Campaigns
Chatbots P2A ProcessFlows
Social chat supports Facebook Messenger, Twitter and Telegram
NGAGE OMNICHANNEL
EXPERIENCE
With this new and improved ‘Ngage CPaaS’, we aim to deliver higher value to enterprises and a true omnichannel experience to their customers. With Ngage, enterprises can not only enable multi-level engagement with their customers but also monetize these engagements in real-time. With the new exhaustive and improved APIs and SDKs, developers can add real-time communications features to their applications without needing to build backend infrastructure or interfaces.
Ngage enables enterprises and partners to engage with their end customers over a secure, reliable, highly available and scalable cloud communication platform backed by best-in-class business operations support. The platform powers 1- way and 2-way communication across various messaging interfaces and protocols allowing easy integration of enterprise applications through programmable APIs
Ngage is a proven solution handling close to 80+ billion messages in a year providing a single window for management ensuring reduced TCO to enhance the revenues for the operator and enables them to achieve economies of scope and scale with the help of the microservice architecture.
Key Capabilities
PACKAGE MANAGEMENT
Ÿ Create Base and Add-on service packages for consumption
Ÿ Demand based purchase of One time and recurring package bundles with flexible pricing
ACCOUNT MANAGEMENT
Ÿ Create accounts, roles and assign privileges
Ÿ Define approval workflows to suit the enterprise needs
CAMPAIGN MANAGEMENT
Ÿ Build, schedule and launch intuitive and contextual campaigns
Ÿ Track, monitor and improve performance
PROGRAMABLE COMPONENTS
Ÿ Authenticated API onboarding
Ÿ Easy integration into enterprise applications through programmable APIs on the platform
JOURNEY BUILDER
Ÿ Define omnichannel journeys using drag and drop components and controls
ZERO CODE CHATBOT BUILDER
Ÿ Build chatbots using drag and drop editor without coding
Ÿ Integrate into launch on social and OTT channels
POLICY & CONFIGURATIONS
Ÿ Strong policies on user consent, opt-in/out and privacy
Ÿ Traffic policies such as cooling off period, DND, whitelisting
REPORTING AND ANALYTICS
Ÿ Real time view of the performance KPI's
Ÿ Create custom reports
Ÿ Benchmark and compare past performance
Benefits Across the Board
O P E R A T O R
Address enterprise needs with a single consolidated platform and reduce operational costs
Protect and increase A2P revenue and margins
Monetize P2A and new channels with powerful conversational engagement tools
Flexible pricing models for package bundles and channels
Federated control to enforce policies inline with regulatory requirements
E N T E R P R I S E
Easy onboarding for enterprise customers of all scales
Single unified platform to handle customer engagement across multiple channels
Segmentation capablities to reach the right target customers and maximize ROI
Integrate with CRM, ERP, Ecommerce and other business systems with powerful APIs
Select the right channels and features for the evolving digital landscape
S U B S C R I B E R
Contextualization and personalization increase the engagement rate
Quick addressal of needs due to impactful, timely and relevant campaigns
Increased customer experience and customer satisfaction
INDUSTRY RECOGNITION
2016 à Best global A2P Provider
2017 à Best Enterprise SMS product
2018 à Best Messaging Innovation for Enterprises
2019 à Best Messaging Innovation –
Enterprise Solution
4 TIMES MESSAGING & SMS WORLD
Award Winner
Analyst Citations
Juniper research recognizes Comviva as a niche player and positions us in the leaderboard in its latest report on RCS messaging – emerging opportunities, monetization, and market forecasts – 2020-25