SAP: Placing Messaging at the Heart of Enterprise Customer Communications

The developing demand for enterprise messaging means that enterprises are faced with complicated choices about which technologies to use, and at which point in an interaction they should use a particular technology. Enterprises need to value messaging systems as a central part of their business practices. Enabling the integration of other messaging services is vital, since customers’ communications behaviors are rapidly evolving. Customers communicate in different ways, and so must enterprises. SMS provides an excellent starting point for enterprises that wish to start engaging with their customers or employees via mobile. However, intelligent messaging solutions that are capable of autonomously selecting the best mobile channel based on location, context, availability and, if necessary, escalating message routing to ensure delivery are optimal.

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