Cloud Based Customer Engagement Platform — What It Is & Why You Need One?

With a cloud based customer engagement platform, global commerce is altering the future. Customer engagement today is getting more and more complex as clienteles expect personal, reliable and pertinent communication with your brand across all touch points. Your cloud based customer engagement platform should make this procedure stress-free. However, there are too many platforms that are incapable to deliver on the assurance of personalized interaction. Most can’t connect the necessary information from organizational data silos required to respond to customers in real time on any channel.

In this article, we will scrutinize the benefits, particulars and functionality provided by a cloud based customer engagement platform.

Firstly…why cloud?

Across the globe, cloud-based technologies are experiencing rapid adoption in businesses of all sizes. While over the last few years the term has changed — from “hosted” to “on-demand” to “SaaS” and now “cloud” — one thing that has not changed is the need; businesses want to deploy technologies rapidly and effortlessly at the same time as continuing to modernize swiftly. Along with this, reducing the need for hyperextended IT resources and upfront infrastructure investments is also added.

Cloud-based technologies address this need.

In fact, enterprise adoption of the cloud has amplified intensely over the last few years, as cloud technologies have matured.

Here’s WHY you need a cloud for customer engagement platform

Customer has and will always be King. Businesses are no longer able to regulate customer dialogues about their brand, which has propelled customer experience to the forefront as the only sustainable competitive differentiator.

Smart, proactive and unified cloud based customer engagement platform across multiple touch points is what creates differentiated and delightful customer experience. Done right with a proven solution partner, cloud-based customer engagement technologies can enable businesses to deliver such experiences quickly and extend their competitive advantage through rapid and sustained innovation.

What to look for in solutions?

Does the vendor know cloud?

Many vendors have repeatedly failed to deliver their applications in the cloud. This is mainly due to the fact that their solutions had not been architected for the cloud to begin with. A key question therefore is how long has the vendor been delivering cloud based customer engagement platform applications? Additionally, do check on client references.

Cloud competitiveness

Organizations, while adopting cloud in recent years, require cloud capabilities in areas such as security, privacy, availability and business continuity as well as the ability to integrate easily with existing cloud. Make sure you check tenancy, up-time, disaster recovery, monitoring, industry certifications, multi-layered security, etc. and match them to your business requirements.

Ease of adoption

Being able to provide cloud-based trial models like pilots or other options with no long-term lock-in, where businesses are able to try before buying is also a key consideration. Such options enable businesses to innovate in the cloud, while minimizing risk.


Cloud or not, functionality is of paramount importance since best-of-breed capabilities in customer engagement set businesses apart, boosting sales and service performance while enabling memorable customer experiences.

Vendors should have a track record of sustained innovation in customer engagement and be able to offer advanced capabilities such as knowledge-enabled guided engagement, which takes customer self-service adoption, contact centre agent productivity and sales performance to new levels. A unified platform and rich app functionality, where customers are guided across touch points every step of the way with context continuity and smart help elevates the customer experience. Moreover, it’s important to make sure the provider offers digital engagement capabilities since today’s customers want to do more with the web, while also adopting mobile and social rapidly.


Having considered the functionality, the next concern is how the enterprise future-proofs its cloud deployment. Being able to deploy a cloud-based multichannel engagement platform that will allow enterprises to plug in new interaction channels and devices without creating new silos will go a long way to satisfying this requirement.

Beyond the technology requirements, today’s enterprise should also make sure that their vendor partner brings domain expertise in knowledge-enabled customer engagement such as engagement maturity models, engagement process design and best practices, as well as services for continuous improvement.

And in conclusion…

The need for speed in customer engagement innovation will only increase as the velocity of business continues to increase and new consumer technologies proliferate. Cloud based customer engagement platform solutions can help speed up innovation and time-to-value.