Digital Experiences: Cloud Communication

Most communication tools and access to channels show up in the business’ existing business applications like customer service, marketing automation, etc. The problem with that though, is that in general the communications are siloed to the specific function of the application and can’t be extended across the business. Silo’ed applications with silo’ed commutation capabilities hinder or prevent consistent messaging, consistent channel availability and internal collaboration around a specific issue. The same is true of single communication channel tools as well. When it comes to communications with customers, silos are inherently “bad”.