e& enterprise Launches engageX
Creates contextual and personalised conversations by integrating all communication channels into one platform e& enterprise, part of e& (formerly known as Etisalat Group), announced the launch of engageX, a growing Communications Platform as a Service (CPaaS) ecosystem that customises any end-user customer experience journey with seamless, multi-channel communications. CPaaS enables real-time communication capabilities with a […]
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Creates contextual and personalised conversations by integrating all communication channels into one platform
e& enterprise, part of e& (formerly known as Etisalat Group), announced the launch of engageX, a growing Communications Platform as a Service (CPaaS) ecosystem that customises any end-user customer experience journey with seamless, multi-channel communications.
CPaaS enables real-time communication capabilities with a cloud-based delivery model, which helps businesses to accelerate their digital transformation programmes by enhancing and personalising customer engagement. CPaaS replaces legacy infrastructure and interfaces, considered a barrier for organisations hoping to provide quality communication services.
Gartner predicts that by 2025, 95 per cent of global enterprises will utilise API-enabled CPaaS offerings to uplevel their digital competitiveness[1]. The global CPaaS market is expected to grow by $ 10.19 billion from 2022 to 2026, accelerating at a CAGR of 17.85 per cent. CPaaS solutions will witness an uptake with companies being able to add real-time communication capabilities to any pre-existing business applications by deploying application programming interfaces (APIs). These capabilities include SMS, Voice, Video and Instant messaging. The engageX solution aligns with the e& enterprise vision to help businesses and governments embrace new technology, drive real transformation and create Intelligent Value, continuously adjusting the solutions provided to best suit the customer requirements.
“We are launching engageX, our CPaaS offering, to elevate the quality of customer experience provided by enterprises and government entities in the region. engageX will elevate the CPaaS ecosystem, building on strategic partnerships with industry leaders, end-to-end professional service including developers’ advocacy and consultancy,” said Salvador Anglada, CEO, e& enterprise.
EngageX enhances customers’ user experiences by identifying the existing communication channels as part of its professional services. It then assesses, co-creates and implements a seamless Omni-channel end-user journey specific to each customer type. Solution consultancy and developer advocacy ensure proper customer success management, and 24×7 customer support services ensure optimal service quality.
Etisalat Group has changed its brand identity to e&, effective from 23 February 2022. Its strategy aims to accelerate growth by creating a resilient business model representing the Group’s primary business pillars.
