You can now communicate with the person on the other side of the world as well as the next-door neighbor without leaving your house. But still, we often don’t even think about the complexity of the communication channels available today.
A great way to ensure secure communication across a business is through cloud communication platforms, as they can offer a range of necessary functionality and tools available in the cloud.
Krzysztof Szyszka, CEO of Vercom, a global cloud communications platform, recently joined us to explain more about Communications Platform-as-a-Service (CPaaS) model and to remind us that every cybersecurity measure from a robust VPN to compliance with GDPR security standards is equally important.
Tell us about your journey. How did Vercom go from an idea to what it is today?
The history of Vercom is a perfect example of a business based on healthy foundations and stable growth. Initially, the company was a typical software house providing services for large telecommunications companies such as Netia, Oxylion, Inea, and GTS. With time, it evolved into a provider of self-developed, scalable, and high-performance CPaaS platforms.
We have been building our business for 17 years, systematically pursuing our goals and strategies. In recent years, our development has strongly accelerated and now we are the foundation of the digital world. We operate globally and support companies with marketing email, SMS, OTT, voice, and push communication having the highest deliverability.
Can you introduce us to your cloud communications platforms? What are their key features?
We provide services in the CPaaS model (Communications Platform-as-a-Service) for companies from varied sectors such as e-commerce, retail, and fintech – both big enterprises and SMBs. These are innovative solutions for communication between companies and their customers through one dedicated platform that organizes this process.
Using channels like SMS, email, push, or OTT, customers receive text, graphic, voice, and video messages. With the integration of all services in one place, communication is consistent, more automated, and therefore relatively cheaper to operate. This allows for greater efficiency in terms of deliverability.
Companies using CPaaS services do not have to build and integrate systems by themselves - they can use a ready-made, flexible solution based on the API interface without having to maintain the entire technical infrastructure on their own.
What are the most common problems companies run into on their digital transformation journey?
On the human side, there will certainly be resistance to the unknown and to develop of new competencies. This is greatly influenced by the lack of an organizational culture, which at all levels of management sees the need to constantly adapt to the changing world. Very often concerns about data security also appear.
On the business side, it is primarily the lack of a comprehensive digital transformation strategy that would integrate all processes. Budget constraints and the lack of need to consult with specialists in the field of digital transformation also play a role. Companies must consider every aspect when taking on a digital transformation initiative.
It is not only adopting new software, technologies, and processes that are more efficient and automated than traditional business - it’s an entirely new way of doing something that is core to your business. Reliable CPaaS fully organizes communication in a digitalizing company by keeping data in one place and providing a platform that is smooth to operate, automated, and secure.
How do you think the recent global events affected your field of work?
We run a diversified and stable global business that’s why the current global situation does not affect our business. We operate internationally without concentrating on just one country or region.
We have also diversified our customer structure thanks to cooperation with many clients from the publishing, FMCG, and utility sectors. E-commerce is an important but not the only industry we serve.
As work from home becomes the new normal, what would you consider to be the worst cybersecurity habits that can put not only an organization’s but also its customer data at risk?
The weakest habit in protecting a company's data, and thus its customers, is the lack of implementation of security standards. Companies should have proper ISO and GDPR security and work with trusted global vendors and telcos to keep their services secure. We have a number of our own unique solutions in this area.
The latest security standard is BIMI, which we have recently implemented in our company. BIMI allows a specific brand to prove that it is the sender of a message. This can be effective in preventing phishing or spoofing, but also supports the deliverability of email messages. Incorrect or no authentication will cause the message to be classified in the spam folder or even blocked completely by the receiving server.
Besides quality communication solutions, what other tools do you think would greatly enhance and secure business operations?
The choice of other tools is a very individual matter, depending on the profile of the business, but it is very important to choose proven providers who have the appropriate security certificates.
As I mentioned, all Vercom platforms meet the highest standards in this regard, and proper data security is extremely important for us.
What tips would you give to companies looking to strengthen their relationships with their customers?
I would recommend treating the client like the person you want to help. Listen to them carefully, understand their needs and try to build a lasting relationship. Don't treat customers purely transactional, but build the groundwork for a longer relationship.
At the end of the day, this is what makes businesses grow, and a satisfied customer is the best advertisement for a company. Additionally, I would recommend using honest and clear communication.
What other business processes do you hope to see automized in the next few years?
It is only a matter of time before robots replace humans in repetitive tasks. This is already happening in our eyes, in addition, we see how AI is developing and how well it performs in different contexts. I am in favor of this process.
In the long run, it saves money and minimizes human error, but in the end, it will still be up to man to take the risk, make the decisions and think abstractly.
Share with us, what’s next for Vercom?
Following our recent big acquisition of MailerLite, we are scaling our business and aligning it with the needs of going global. We are completing the M&A phase and will now focus on integrating the acquired businesses. Having tripled the number of our customers, proper customer service is now a top priority for us.
We have specialized know-how in selling solutions in the self-service model, which will allow us to effectively scale and hopefully become one of the leading companies providing CPaaS services in the world.