How e& enterprise’s CPaaS Solution transforms customer engagements and builds better customer experiences | Asian Business Review

How e& enterprise’s CPaaS Solution transforms customer engagements and builds better customer experiences

engageX provides first-rate professional services such as CPaaS (Communication Platform as a Service) that elevate customers’ end-to-end journeys.

As the digital world is ever-changing, it is necessary for businesses to continuously champion innovative initiatives and cater to their shifting customers’ needs. This challenge requires groundbreaking solutions.

A major logistics company in Dubai was looking to embark on a major digital transformation journey with the modernisation of several internal systems as part of a complete IT infrastructure refresh. As part of the business-wide digital transformation project, it was looking to refresh its communication strategy with a solution that would unify siloed communication channels to support an enhanced customer experience.

engageX from e& enterprise was quickly identified as the solution of choice. By using engageX professional consultants and developer advocates, e& enterprise was able to build a customised solution for the company that consolidated multiple channels - into a single platform and co-created new workflows that are integrated with their backend technology, optimising key business processes.

As a result, it increased productivity, resulted in significant cost savings, and enhanced customer experience across channels

Through strategic partnerships with the pioneers and leaders of the CPaaS industry, the company has ensured that engageX products and solutions consist of the best, most diverse set of integrated components that provide all the communication services that customers require—communication channels, APIs, and end-user interfaces—to use and monitor the platform’s services. 

Assisting in the transformation journey

engageX teams guide customers in their digital transformation journey by equipping them with the right CPaaS products and digital channels and providing first-rate professional services that cover the customers’ end-to-end journey: customer requirements gathering, analysing customer systems and processes, identifying the best solution and co-creating use cases, demos and solution acceptance, solution deployment and integration, onboarding, as well as proactive maintenance and support. It allows customers to customise their specific solutions, highly tailored to their exact needs, and helps them integrate and implement them.

"Thriving in today’s digital economy requires a strategic reevaluation of operations and investments in the right digital solutions. As such, organisations are increasingly embracing a digital-first approach as they look to build the most authentic and relevant experiences for enabling meaningful connections with their consumers" – Ahmed Omer, Senior Director – EngageX.

Currently, it manages around seven billion communication transactions annually with a 99.98% success rate. It also caters to over 3,000 customers in UAE with customer profiles ranging from critical government entities to private organisations.

e& enterprise’s digital engagement solutions have been recognised by the Middle East Technology Excellence Awards, with the company taking home the win in the ICT - Technology category. The prestigious awards programme honours outstanding companies in the region that made exceptional contributions in pursuit of technological innovation in their respective industries.

The Middle East Technology Excellence Awards is presented by Asian Business Review Magazine. To view the full list of winners, click here. If you want to join the 2023 awards programme and be acclaimed for your company's outstanding contributions in pursuit of technological innovation, please contact Julie Anne Nuñez at [email protected].

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