Cisco Live: Cisco CPaaS

Jay Patel is the vice president and general manager of Cisco’s Webex CPaaS initiative. He joined the company in 2020 when Cisco purchased IMImobile.

Cisco’s CPaaS offering wraps around its contact center offering to augment the customer experience in custom ways. For example, CPaaS might enable a company to create a text-based support platform for customers that don’t want to wait on the phone for a call center agent. Instead of a customer calling a store every day to see if a product has come into the inventory, the company can set up a flow that alerts  the customer each day via text about the status of the product.