Ericsson Contextual Communication Cloud is a service provider offering targeting large enterprises that want to reap the benefits of process integrated communication or build new IoT/5G services with integrated communication services. The service is fully managed by Ericsson and runs on Ericsson data centers, but can also be deployed on service provider data centers or public clouds.
The Ericsson Contextual Communication Cloud allows easy integration of advanced communication and collaboration services into any website or application using flexible APIs and SDKs using well established technologies like HTML5 and WebRTC. It fundamentally changes the way services can be created, offered and consumed. It creates the potential to enhance existing business processes within different industry verticals, increasing effectiveness and efficiency of existing processes, or enhancing the user experience of customer interfaces to build intimacy or trust with the customers. Currently, we see great opportunities in bank and finance verticals, as well as healthcare and government verticals, but we are also delivering remote machine control over the WebRTC secure and encrypted data channel. We envision that any business process that can benefit from communication will have it integrated in the future.
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The Ericsson Contextual Communication Cloud is a service provider offering targetting various vertical industries, where the solution is integrated into the enterprises' business processes and towards existing business assets (user databases, authentication solutions, CRM systems, etc.).
APIs and SDKs
The solution provides a number of Application Programming Interfaces (APIs) and Software Development Kits (SDKs) which makes it possible to insert advanced communication and collaboration features to any web page or application, as well as customize it for the context in which it is used.
The solution consists of a number of service components tied to advanced communication and collaboration features.
Ericsson Cloud Service
The solution is fully managed, developed and operated by Ericsson and offered as a cloud service either on Ericsson cloud, service provider data centers or in public clouds. It is built on an IT based-infrastructure using the latest technology to keep it flexible and reducing the cost of ownership. The choice of cloud platform is dependent on data sensitivity, local personal data legislation and wanted price levels.
Integrated communication in enterprise business processes has several benefits:
In many cases, the most obvious benefit is to allow more efficient meetings with customers over the digital channel. Thereby allowing companies to use resources that are not necessarily located close to high cost metropolitan areas. But can also mean remote doctors, or remote steering of machines in order to reduce the cost or time spent on travel or onsite support.
Increased sales and up-selling
Compared to traditional telemarketing, banner ads, or e-mail offers, integrated communication and collaboration tools tied to distributed links in ads or emails, allow for a richer sales experience in the digital channel. Increasing the sales likelihood over the same channel for complex products.
Enhancing customer engagements over the digital channel can be a viable choice for enterprises having substantial revenues per customer, making it easy to build relationships and touch points with their customers over the digital channel, and thereby increasing customer loyalty.
Increased process efficiency
Many enterprise processes are complex and with the risk of human errors. Integrating communication in those processes and tying available people with the right competence to those processes can increase efficiency and reduce errors if coupled with real-time analytics capabilities. An example could be to have access to integrated support the first times in an ordering flow for complex products.
Here you can try the Ericsson software for the Contextual Communication Cloud solution, and create your own enterprise communication services.