Can Bandwidth Be Your Customer Experience Advantage?


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Are you a seeker of new things? What about re-discovering the old? I sure do get excited when these two things happen simultaneously. That’s exactly what happened when I realized that bandwidth could be your customer experience advantage.

Can bandwidth be your customer experience advantage? Click to Tweet

I got the chance to see something old in an entirely new perspective when I met up with Jason Sommerset from Bandwidth (the company) at Call Center Week.

Watch @JasonSommerset of @bandwidth discuss getting a customer experience advantage. Click to Tweet

Somethings you can never guess because they’re unknown to you. In other words, you can’t guess what you don’t know. And it never occurred to me how bandwidth could be used to better connect the customer to a company.

Sure, I was aware of the use of Caller ID to identify customers, but this is old-think. We now have a very different opportunity with greater possibilities. Because of CPaaS (Communications Platform as a Service).

Are you mobile-first ready?

The world is becoming mobile first. So, organizations need their communications and networking systems to support their mobile-first world. Old carrier networks that merely support voice traffic, can’t support mobile-first.

By not having communications that can support mobile-first, organizations prohibit their customers and employees from switching between applications easily. Have you found yourself needing to cut and paste data, or jump to a different communication method, or get out of an app, in order to solve problems or be served?

Then you know what CPaaS can help to correct.

CPaaS enables organizations to fix this problem and allows them to meet the realtime communication needs of today’s world.

What used to happen

To meet their requirements in the past, organizations built premise-based communications platforms to deliver the functionality that bridged various communication channels.

But that was only reserved for large organizations because the development process was long and expensive. It was both capital and labor intensive. It also then required ongoing support, development, and maintenance.

With CPaaS all of this has changed. And because of this, the CPaaS market is expected to skyrocket over the next several years from a multi-million-dollar industry to a multi-billion-dollar industry.

Doing Digital Transformation

The speed of business continues to accelerate. Digital transformation is a top priority for Chief Information Officers. Organizations must figure out how to be smarter, stronger, and faster than their competitors. And they must be customer-focused in the process. If not, they will be diminished or eliminated from the market.

This is one of the reasons for the explosion of cloud-everything. The speed and agility needs of today must be paced or you’ll be left behind.

“Speed and agility needs of today must be paced or you’ll be left behind.” Click to Tweet

Beyond a Commodity

“How many cents-per-minute”, can no longer be your mindset. You now have to think about communications moving “into” software and across multiple communication methods. You also need to think about machine-to-machine communication (M2M). And how that may prompt or support a human-to-human interaction.

“How many cents-per-minute”, can no longer be your mindset. Click to Tweet

Seer of new things

So, do you now see new possibilities to improve the customer-experience? If not, can you at least identify where you are complicating the customer and employee experience by not bridging the network and communications gap?

That’s where you are disadvantaged. Hopefully, now you can see where bandwidth can become your customer experience advantage.

If you can’t see it yet, contact Jason at: jsommerset [at]

Some contact center tech terms to know

CPaaS: Communications Platform as a Service. A CPaaS is a cloud-based platform that enables developers to add real-time communications features (voice, video, and messaging) in their own applications without needing to build backend infrastructure and interfaces. Source: TechTarget

RTC: Real-time communications (RTC) is a term used to refer to any live telecommunications that occur without transmission delays. RTC is nearly instant with minimal latency. RTC data and messages are not stored between transmission and reception. RTC is generally a peer-to-peer, rather than broadcasting or multicasting, transmission. Source: Techopedia

Machine-to-machine: M2M is a broad label that can be used to describe any technology that enables networked devices to exchange information and perform actions without the manual assistance of humans. Source: TechTarget

About Bandwidth

Bandwidth’s solutions are shaping the future of how we connect—with voice and messaging for mobile apps and large-scale enterprise level solutions. At the core of Bandwidth’s business-grade CPaaS offering are communication APIs that allow companies to launch and scale next generation apps and solutions using the nation’s largest VoIP network. Bandwidth’s APIs provide easy access to phone numbers, voice calling, messaging and 9-1-1 emergency services, all built atop Bandwidth’s own nationwide network. Source:

Republished with author's permission from original post.

Jim Rembach
Jim Rembach is recognized as a Top 50 Thought Leader and CX Influencer. He's a certified Emotional Intelligence practitioner and host of the Fast Leader Show podcast and president of Call Center Coach, the world's only virtual blended learning academy for contact center supervisors and emerging supervisors. He’s a founding member of the Customer Experience Professionals Association’s CX Expert Panel, Advisory Board Member for Customer Value Creation International (CVCI), and Advisory Board Member for CX University.


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