Get an inside look at Route Amplify 2023, where CPaaS took center stage in redefining customer engagement and digital identity in India's business landscape
In the realm of modern business, the pursuit of attracting, engaging, and delighting customers through seamless customer journeys is universal, spanning industries from consumer goods to breakthrough technologies. The key to achieving these exceptional customer journeys, and delivering consistent, personalised and convenient customer experiences often lies in a well-structured omni-channel communication strategy.
Yet, for many businesses today, this remains an untapped opportunity. Often, omni-channel communication strategies are piecemeal, resulting in customer experience gaps and inconsistencies. For those who have cracked the code, CPaaS (Communications Platform as a Service) stands as the linchpin to success.
No conversation about CPaaS is complete without the mention of Route Mobile Limited - a Mumbai based bootstrapped startup in 2004, that has gone on to being a communications giant that realises over US $500 million in revenue. It's difficult to disentangle Route Mobile from the Indian CPaaS landscape, because of the huge part the company has played in shaping it.
It's only fair then, that it falls to Route Mobile and CNBC-TV18 to create an event that brings the potential of CPaaS home to India's businesses. Route Amplify, held on Aug 9th in Mumbai, brought together CIOs, CTOs, and CMOs across industries as diverse as BFSI, Fintech, E-commerce, Online Gaming, Travel & Hospitality, Logistics, Retail and others, in an event designed to craft the narrative of cloud communications and digital identity in India.
To kick things off, Milind Pathak, Chief Business Officer, Route Mobile helped set the context for the event by highlighting the core themes for the evening: ‘Customer Engagement’, and ‘Digital Identity’, and the trends, challenges, and opportunities they bring. Rajdip Gupta then took the participants through the highlights of Route Mobile's journey, and outlined the size and potential of India's CPaaS opportunity. He also gave the audience a taste of what was to come, with a little tease about RML's OCEAN - an omnichannel customer experience platform.
Network18's Lata Venkatesh had an incredibly insightful conversation with V. Vaidyanathan, Managing Director and CEO of IDFC FIRST Bank, about the realm of digitization within the banking industry and the transformative impact of cloud communication. V. Vaidyanathan drew a direct line between digitization and banks' ability to small, short term loans for amounts as small as Rs 2000. "The ecosystem which could not be banked before has been opened up. Once, money was available only to the rich or emerging rich, now it's available to the poor and the emerging middle class."