NGAGE CPaaS
Comviva
Comviva’ss NGAGE CPaaS is a full-stack white-labelled CPaaS platform that helps Telco’ss enterprises to engage with their end customers over a secure, reliable, highly available and scalable cloud communication platform and deliver an omnichannel experience.
NGAGE ensures the delivery of an enriching customer experience with SMS, Email, Voice, WhatsApp,RCS and conversational GenAI Chatbot capabilities. The platform enables easy integration of enterprise applications through 130+ programmable APIs.
NGAGE CPaaS offers a range of benefits and unique selling points (USPs) that set it apart from competitors in the market:
Technology Differentiators:
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1. Full Stack White Labelled CPaaS Platform crafted for Telcos:
– NGAGE CPaaS stands out as a full-stack Communication Platform as a Service provider with a strong emphasis on core telecommunication channels. This comprehensive approach ensures that clients have access to a wide array of communication tools and features.
2. Flexible Deployment Options:
– NGAGE CPaaS provides flexible deployment options, allowing clients to choose between public, private, or hybrid deployment models. This adaptability ensures that the solution can be tailored to meet the specific needs and preferences of each client.
3. Pre/Post-paid Billing Models:
– The platform supports various billing models, including prepaid and postpaid options. This flexibility enables clients to choose a billing structure that aligns with their financial preferences and business requirements.
4. Flexible Charging Models:
– NGAGE CPaaS offers diverse charging models such as pack-based, pay-as-you-go, and slab-based charging. This versatility allows clients to select the most suitable charging approach based on their usage patterns and budget considerations.
5. Rapid App Builder:
– NGAGE offers enterprises an omni-channel, low-code/no-code platform to create use case-driven applications without coding knowledge. It provides ready-to-use templates and drag-and-drop features for easy app development, along with customizable user journeys and support for third-party integrations.
6. Smart Routing Capabilities:
– The platform incorporates smart routing features, including Least Cost Routing (LCR) and category-based routing. This intelligent routing enhances efficiency and cost-effectiveness in communication processes, ensuring optimal use of resources.
Strategic Differentiators:
1. Fully White Label Solution:
– NGAGE CPaaS provides a white-label solution, allowing clients to brand the communication platform with their own identity. This customization capability enhances brand consistency and strengthens the client ‘smarket presence.
2. Flexible Partnership Models:
– The platform supports flexible partnership models, enabling clients to engage in collaborative arrangements that suit their business objectives. This adaptability fosters stronger and more mutually beneficial partnerships.
3. Varied Pricing Models:
– NGAGE CPaaS presents diverse pricing models, including Capex, usage-based, and revenue-sharing models. This variety allows clients to choose a pricing structure that aligns with their financial strategy and business goals.
4. Regulatory Compliance:
– NGAGE CPaaS supports advanced telco-grade features, ensuring regulatory compliance by managing sender registration according to local policies, including DND settings, blacklisting, and content filtering for quality traffic from telecom gateways.
5. Development Control:
– Comviva gives a complete control over the development process. Customize and tailor our platform to align with your specific business needs, enabling flexibility and innovation.
6. BYOC (Bring Your Own Carrier):
– NGAGE CPaaS distinguishes itself by offering a Bring Your Own Carrier option. This feature allows clients to integrate their preferred carriers into the platform, providing additional flexibility and control over their communication infrastructure.
Deployments
NGAGE has been deployed in over 30+ telecom operators, empowering them to deliver CPaaS services to their 7000+ enterprise base globally and generating over 250 Bn traffic annually. NGAGE has helped these telcos in generating new revenue stream in the tune of USD 300 Mn annually and is growing steadily.
Recognized Player
NGAGE CPaaS has been recognised / featured as a Key cloud CPaaS enabler in more than 10 leading analyst reports by Juniper. Rocco and Spark Matrix in the CPaaS domain.
Awards & Recognitions
NGAGE CPaaS has been awarded in Antonio Meucci Awards 2024 for the category Best CPaaS Provider and for Global Carrier Awards 2023 for the category “Best cloud solution category as well as in Capacity Awards 2023 as one of the Capacity’ss Top Telco Vendors and mentions in reports by Spark Matrix, Rocco Research, Gartner and Juniper highlight the platform ‘sindustry acclaim and reliability for our customers.
Scalability and Flexibility:
It is one of the most scalable cloud communications platforms in the industry handling over 250+ billion messages in a year with 25000 TPS in single largest telco. NGAGE empowers businesses to seamlessly integrate communication services into their applications, making it easy to engage with customers through multiple channels.
Reduction in Operational Costs
The implementation of Comviva’ss NGAGE solution, helps reduce nearly 25% operational costs with the CI/CD implementation and minimize the need for manual management, making network provisioning more efficient and cost-effective.
Unlock New Revenue Streams
NGAGE has empowered businesses to effectively monetize their communication services. It helped one of our telco customers to generate over 197% increase in annual recurring revenue, with a remarkable 172% growth in the number of enterprises onboarded in just the past 3 years.
With the use of NGAGE solution, one of the operators in middle east has been able to gain 1400+ enterprise customers NGAGE has been instrumental in assisting various telcos in generating substantial annual revenue of up to USD 140 million, and this figure continues to grow steadily.
Omnichannel Experience:
Comviva’ss NGAGE CPaaS provides a unified platform for managing customer interactions across all channels. This eliminates the need for businesses to switch between multiple tools, making it easier to provide a consistent and seamless omnichannel customer experience.
– No-code/low-code environment: NGAGE offers a user-friendly no-code/low-code interface that allows business users to create and manage omni channel customer journeys without need of extensive coding knowledge. This empowers businesses to quickly implement new communication initiatives without relying heavily on IT resources.
– Pre-built APIs and tools: NGAGE provides a comprehensive set of pre-built 130+ APIs and tools for various communication functionalities, like voice calling, SMS, chat, and social media integration. This eliminates the need for businesses to develop these functionalities from scratch, significantly reducing development time and effort.
– Template Management: NGAGE offers ability to manage templates for promotional, transactional, OTP to make across the channels. where enterprise can define the templates and use it for the different usecase.
Success stories: –
Success Story with one of the leading operators in Middle East
By leveraging the power of Comviva NGAGE a full stack white label CPaaS platform, the customer was able to launch CPaaS services for their enterprises to engage with their end customers over a secure, reliable, highly available and scalable cloud communication platform and deliver an omnichannel experience. Since then, the account has achieved outstanding results. They have generated over $23 million in annual recurring revenue and successfully onboarded 3000+ enterprises within the past 18 months.
NGAGE ensures the delivery of an enriching customer experience with SMS, Email, Voice, WhatsApp, and Chat powered with conversational AI capabilities. The platform enables easy integration of enterprise applications through programmable APIs.
Comviva ‘sNGAGE white label offering empowers telcos to emerge as CPaaS leaders in their regions, exemplified by one of our customer recognitions as a Major Player in CPaaS in the 2023 IDC MarketScape. Utilizing Comviva NGAGE, the customer successfully launched CPaaS services, ensuring secure, reliable, and scalable omnichannel experiences for enterprises and their end customers.
Success Story with one of the leading operators in Central Africa
The operator is one of our marquee customers which we have been serving for the last 4 years and one of the most strategic accounts.
Aside, the technology, Comviva also invested and provided local BD/Ops support as the Enterprise business was lacking the domain knowledge and focus on CPaaS in early days. Proudly this account has grown by 285% in the last 12 months generating incremental additional revenue for both operator and Comviva.
CPaaS+
Globe Teleservices Pte Limited
Omnichannel customer experience is reshaping the way businesses connect with their customers, delivering seamless and consistent interactions across multiple touchpoints. Customers now expect personalized, real-time engagement regardless of the platform or device they use. However, many enterprises are still struggling to adopt an omnichannel strategy, missing opportunities to enhance customer satisfaction and drive loyalty.
To help businesses improve their communication approach, our GTS CPaaS+ platform offers multi-channel solutions tailored for small and medium enterprises (SMEs). Our goal is to bring advanced communication tools to businesses that lack dedicated tech teams or are struggling to optimize the full potential of diverse channels.
Key features of our platform include:
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1. End-user authentication (SMS, WhatsApp, Email)
2. Sales promotions (SMS, WhatsApp, Email, RCS)
3. Loyalty points (SMS, Email)
4. Transaction alerts & reminders (SMS, WhatsApp)
5. Customer support & resolution (WhatsApp Chatbot, RCS Chatbot)
Our platform provides both UI and CPI access for clients to easily configure and launch campaigns. With our No-Code Workflow Builder, clients can design and execute multi-channel messaging campaigns without requiring technical expertise. They can incorporate fallback channels, gather direct user insights, and analyze campaign performance with ease.
Additionally, our contact management module acts as a CRM for SMEs, allowing businesses to store customer information, segment them using tags, and create personalized, targeted communication.
Currently, our clients, using CPaaS+ for the first time, generate approximately 150K messages daily per enterprise. We&’re committed to simplifying communication for smaller businesses, with the goal of becoming a leader in the messaging industry.
Here are some more use cases:
Industry: BFSI
Problem Statement: In the BFSI industry, timely payment reminders play a crucial role in maintaining customer relationships and ensuring prompt payment settlements. While traditional communication methods have their limitations, adopting an omnichannel approach can significantly enhance the customer experience, enabling customers to make payments and access information through their preferred channels.
Solution Overview:
To address the challenge of sending effective and timely payment reminders, we have enabled four channels—Voice, SMS, WhatsApp Business API (WABA), and Email—allowing customers to receive payment notifications through their preferred channel. This approach ensures that, regardless of the customer’ss communication preference, they are promptly notified about pending payments with clear, easy options to complete them.
Channels Used:
SMS:
Customers receive a personalized SMS message with a direct payment link, allowing them to complete their payment with just a few clicks. This seamless payment method is especially convenient for mobile users, ensuring faster response times and reducing payment delays.
WhatsApp Business API:
A payment reminder notice is sent to the customer in PDF format.
Voice (IVR):
An automated voice call is sent to the customer, providing them with a payment reminder.
Email:
A payment reminder notice is sent to the customer via email, delivered in a PDF format.
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Authentrica – Two-Factor Authentication (2FA):
For enhanced security, we’sve incorporated Authentrica, a 2FA solution, ensuring that customer interactions are secure and verified.
Channels Used for Authentication:
SMS:
An OTP (One-Time Password) is sent to the customer’ss mobile number via SMS for secure verification.
Email:
An OTP (One-Time Password) is sent to the customer’ss mobile number via Email for secure verification.
> Industry- Refinery
Problem Statement- The challenge of establishing timely and effective communication during a disaster or crisis, where the mining company needed to connect with its workforce for a safety check.
Solution-
GTS CPaaS+ enhances emergency communication for effective disaster management by providing seamless and well-structured omnichannel communication. The platform ensures clear and efficient communication during crises, which is crucial for both business continuity and employee management. With tailored templates designed for various emergency scenarios, CPaaS+ supports industries such as Mining and Oil & Gas in their crisis management efforts. Notably, GTS CPaaS+ successfully executed a proof of concept with a leading telecom operator in Bahrain for a Japanese mining conglomerate, demonstrating the platform’ss effectiveness in real-world applications.
– SMS: A message is sent via SMS to check whether the staff is alright.
– WhatsApp Business API: A message is sent via WABA to check whether the staff is alright.
– Voice: A call is made to the staff to check whether they are alright.
Grow
Upstream
The Best Multi-Channel Marketing Initiative award recognizes Upstream’s groundbreaking work with one of Brazil’s leading mobile operators. Upstream developed a multichannel automated retargeting strategy designed to enhance subscriber lifetime value and encourage users to transition to higher spending tiers, all without the need for call centers or physical stores.
By delivering highly targeted messages with personalized incentives to users who abandoned the upgrade funnel, Upstream achieved a 52x increase in campaign efficiency. Within just six months, this approach drove over 200,000 plan upgrades, with 42% resulting from event-triggered retargeting.
TIM Brasil, a leading mobile operator in Brazil, with more than 60 million mobile customers, needed an experienced martech platform provider to streamline and manage their multi-channel campaigns, including 6 channels: SMS, RCS, email, MMS, Satpush, and WhatsApp and drive digital sales. The ideal solution would facilitate the creation, design, monitoring, and optimization of these campaigns, aiming to achieve maximum digital sales with a seamless user experience.
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The mobile operator aimed to transition users from pre-paid to contract plans, enhance their user spending tiers and lifetime value (LTV) per subscriber through an efficient online flow, achieving maximum conversions while avoiding spammy tactics. They needed to increase conversions via digital channels and also engage users who had previously interacted with customer support. The agency partnered with TIM Brasil to help achieve these goals and meet over 90% of their monthly plan upgrade targets. By leveraging customer data insights provided by TIM, such as spending patterns and purchase history, we had the opportunity to develop a tailored communication strategy. This enabled us to deliver more personalized, context-driven promotions aligned with each user ‘sunique interactions within the engagement flow.
TIM Brasil partnered with the Agency to elevate their multi-channel engagement strategy using the agency’ss mobile marketing platform. Agency’ss innovative approach harnessed the platform’ss unified interface to deliver a seamless blend of push and pull channels, integrating both text-based and rich-media campaigns effectively.
The strategy was multifaceted and included:
Native messaging channels: Utilizing SMS, MMS, and RCS to offer a diverse mix of text and rich-media communications.
Orchestration with external providers: Expanding reach and enhancing engagement through integration with Satpush, email, and WhatsApp.
Sophisticated automated retargeting: Deploying event-triggered communications for timely follow-ups within minutes of user actions.Automated retargeting ensured users received timely follow-ups through their preferred channels without manual effort. The strategy included different retargeting tactics based on the user ‘sprogress within the flow, such as personalized messages with alternative payment options for failed transactions to maximize completion rates. Expert data analytics refined targeting and retargeting, with real-time event-triggered strategies boosting campaign efficiency. This innovative strategy enabled TIM Brasil to unlock new digital channels rapidly and effectively, achieving high engagement and successful customer upgrades.
Ongoing optimization and introduction of improvement actions: Agency ‘sapproach featured continuous campaign analysis to pinpoint the most effective channels and messages. By incorporating additional channels, performance improved significantly, and TIM Brasil could engage users through their preferred methods at optimal times. Through scientific testing and optimization, hundreds of A/B tests were conducted to make the purchase journey friction-free. Data inputs were simplified and copywriting was optimized. We designed engaging digital journeys that were intuitive, simple to follow, and easy to finish -effectively driving completion.
Dynamic Segmentation: Leveraging TIM’ss customer data to tailor communication across 22 segments based on spending behavior and web flow interactions. This facilitated the delivery of highly personalized promotions and content.
Additionally, the agency implemented upselling campaigns to encourage users to upgrade to higher-tier plans, ultimately increasing their lifetime value (LTV). Retention campaigns were also deployed using Satpush, SMS, and RCS, designed to maintain customer engagement and loyalty. This comprehensive multi-channel approach was instrumental in driving stronger user engagement and enhancing customer satisfaction, while supporting TIM Brasil’ss strategic goals.
Agency ‘sinnovative solution for TIM Brasil delivered outstanding results, harnessing the power of automation and a multi-channel strategy. Our automated same-day retargeting increased campaign efficiency by 52x compared to traditional targeting methods, driving over 200,000 plan upgrades within just six months. Notably, 42% of these upgrades were the result of our event-triggered retargeting campaigns, tailored to where users abandoned the flow.
By employing dynamic segmentation and personalized messaging, we consistently reached 97% of TIM Brasil ‘smonthly plan upgrade targets. Additionally, our campaigns didn&’t stop at conversion. We implemented ongoing automated messages to handle potential payment failures, ensuring that users were re-engaged with personalized follow-ups and alternative payment methods to complete the transaction. Our retention campaigns generated a 14% conversion rate, surpassing TIM’ss expectations by 111%.
What set our solution apart was the use of smart-triggered automation to reduce messaging spam. Our approach was data-based, highly contextualized, and designed for maximum efficiency. The agency didn&’t just provide the technology, but also a data-driven strategy managed by our team of marketing experts. We built the strategy based on channel compatibility and performance, ensuring the more channels we integrated, the better the performance. As users progressed through the flow, we increased message frequency, focusing on those who showed interest in the offering.
By sending 47% fewer, yet highly targeted messages, we achieved the same conversion results as manual campaigns while significantly enhancing the user experience. This intelligent, data-driven approach not only boosted conversions but also optimized the customer journey, delivering TIM Brasil improved efficiency, higher engagement, and greater impact.
What sets us apart is our expertise in driving multi-channel customer acquisition and seamlessly orchestrating messaging across digital platforms. Powered by advanced marketing automation and a dedicated team of industry experts, we guarantee 100% reach, meeting users where they want to engage and creating authentic, personalized experiences.
CCaaS, CPaaS and AI
startelelogic
Reliance ‘sEnterprise Business Unit and startelelogic Join Forces to Bring Scalable and Secure Contact Center as a Service (CCaaS) to Market
Monty Communication Platform
Monty Mobile
Businesses can interact with customers via SMS, push notifications, audio, OTT, email, and more thanks to the Monty Communication Platform, a cutting-edge omnichannel solution that seamlessly combines more than 20 communication platforms. It ensures a seamless client journey from beginning to end by offering real-time, tailored interactions. While the platform ‘sscalability enables organizations to grow, its smart features—such as AI-powered chatbots, automation, and CRM integration—improve customer service. Businesses aiming for digital transformation and customer-centric engagement will find MCP to be an ideal tool as it enhances operational efficiency, increases conversion rates, and enhances customer loyalty.
Customer Interaction Suite (CIS)
Tata Communications
A part of the Tata Group, Tata Communications (NSE: TATACOMM; BSE: 500483) is a global digital ecosystem enabler powering today’ss fast-growing digital economy in more than 190 countries and territories.
Following Tata Communications&’ acquisition of Kaleyra in October 2023, the company introduced its Customer Interaction Suite (CIS), merging CPaaS, CCaaS, and Conversational AI capabilities under a single umbrella, offered alongside its existing UCaaS portfolio.Where other providers may focus on one or two of these domains, Tata Communications brings all three together enabling organizations to deliver seamless, end-to-end customer journeys across multiple channels, including text messaging, instant messaging, voice, video, OTT channels, email and chatbots. This convergence is particularly beneficial for large enterprises with global footprints, as it allows them to connect with customers anywhere, on any platform, through a single trusted vendor.
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This powerful suite has redefined customer engagement, providing enterprises with a comprehensive, all-in-one platform for seamless, multi-channel interactions and branded customer experiences.
Leading brands now leverage CIS to elevate their customer engagement strategies, delivering consistent, personalized communication across touchpoints.
(See attached video: Tata Communications CIS – BFSI Use Case).
We’sre currently working on exciting prototypes:
1. Conversational Agent: No Code Bot Builder
Useful for non-tech CXOs and business leaders, this will be an intuitive no-code/low-code conversational AI generator that empowers them to create sophisticated chatbots speaking natural language without any programming knowledge, in seconds.
(Video attached: Conversational agent (No Code Bot Builder) https://view.highspot.com/viewer/0f9c493e03557daa4262d43ae4d113f1 )
2. Conversational Reporting
We’sre building a powerful conversational AI reporting tool that transforms data queries into insightful reports with engaging graphs. This tool will swiftly search all data within the platform to deliver the information the customer needs in seconds.
(Video attached: Conversational reporting (Data Talk) https://view.highspot.com/viewer/5519439cf5f8d77e397f916976a26ea9 )
3. Smart Customer Interactions
A cutting-edge generative AI-based chatbot builder that excels in creating interactive and engaging conversations; it responds to natural language queries from users, whether for customer service or marketing, with equally natural language responses. It will go beyond text, providing rich media to enhance the user experience.
This can be integrated with our robust platform and existing channels to design and deliver end-to-end customer journeys.
(Video attached: Smart Customer Interactions (Car recommendation) https://view.highspot.com/viewer/eb16895e1aa81239570cefc89f0d2dbf )
4. Template Generator
A versatile messaging automation system that will use Generative AI to produce personalized templates and variants for each messaging channel, including WhatsApp, SMS, and RCS. Currently available for Whatsapp.
These initiatives underscore our commitment to pushing the boundaries of customer interaction technology, setting new standards for intuitive, scalable solutions that empower businesses to connect meaningfully with their audiences.
Omnichannel Communication
Route Mobile Limited
Route Mobile successfully delivered an impactful omnichannel communication campaign for a leading restaurant operator in India – Sapphire Foods – by leveraging WhatsApp and Voice-enabled call patching.
One of the largest QSR chains in the country wanted to increase footfall in their stores for which they were sending digital coupons to their customers. We deployed an omnichannel delivery and redemption system to increase the effectiveness of this initiative and simplify the redemption process.
Here are some of the highlights of this campaign:
Effective Scaling: After witnessing remarkable success in the west region across 140 stores, where 500,000 coupons were distributed using the omnichannel platform, the campaign has proven its effectiveness. Encouraged by these results, the initiative is now being scaled nationwide to all 750 stores, ensuring broader reach and impact.
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Boosted Footfalls and Engagement: Walk-ins for code redemptions increased by 25%.
Improved Conversion Rates: Conversion rates doubled from 2% to 4%.
Streamlined Campaign Execution: By integrating WhatsApp messaging and Voice-enabled call patching, Route Mobile delivered a seamless omnichannel experience that bridged digital engagement with on-ground results.
Redemption Process:
Customers receive a coupon code directly on their WhatsApp, along with details about its validity.
Before the coupon expires, an automated call is sent to customers, providing step-by-step guidance on how to redeem the coupon, highlighting its validity period, and encouraging them to redeem it in time.
This campaign highlights how omnichannel strategies can create measurable impact, drive customer loyalty, and enhance enterprise communication efficiency.
MEFFYS 2025
Omnichannel Customer Experience
Voting has now closed! The winners will be announced at the 20th MEFFYS Awards Ceremory in Barcelona, 3rd March
Categories
The MEFFYS 2025
The 20th Annual MEFFYS Awards will take place in Barcelona. As we mark two decades of groundbreaking progress, we’ll look back on a timeline of key milestones and achievements that have shaped the mobile industry.
Interested in taking part or becoming a sponsor? Contact us at meffys@mobileecosystemforum.com
