The CPaaS Company
Insights
Independent, source-cited writing on cloud communications — original research alongside the best work published elsewhere.
2 pieces
Channels are not interchangeable, and treating them as if they are is the most common early mistake
SMS, WhatsApp, RCS and email differ in who may start a conversation, what may be said, and what happens when the recipient ignores it. Those differences are not cosmetic.
Omnichannel is an identity problem, not a channel count
The difference between multichannel and omnichannel is not how many channels you support. It is whether the customer has to repeat themselves.