Transforming Global Communication: Sandesh Sarang Leads Tata Communications’ Kaleyra Into The Future Of Cpaas
Iconic Brand Of The Year 2024
In an era where seamless and secure communication is pivotal for businesses, the challenges faced in the industry are manifold. From ensuring robust data security to integrating emerging technologies like AI and IoT, businesses are striving to stay ahead in a rapidly evolving landscape.
At the forefront of this transformation is Tata Communications’ Kaleyra, led by Sandesh Sarang, the Managing Director – CIS for India and MECAA. Under his guidance, the CPaaS (Communications Platform as a Service) platform is not just navigating these challenges but also setting new benchmarks in the space.
A Global Communication Powerhouse
Kaleyra offers mobile communication services to a diverse array of industries including financial institutions, e-commerce giants, OTT platforms, software companies, and healthcare providers, among others. The platform’s robust APIs enable it to manage multi-channel integrated communication services. These services encompass messaging, rich messaging, instant messaging, video, push notifications, email, voice services, and chatbots.
“Our technology allows us to safely and securely handle billions of messages each month,” says Sarang, emphasizing the scale and reliability of operations. With over 1,600 operator connections across 190+ countries, including tier-1 connectivity to all major US carriers, Tata Communications is truly a global powerhouse in the CPaaS arena.
Embracing Technological Evolution in CPaaS
The CPaaS sector is undergoing a significant transformation, driven by the integration of advanced technologies. Sarang highlights that the sector is leveraging Artificial Intelligence (AI), Machine Learning (ML), and the Internet of Things (IoT) to enhance business interactions. “These technologies are enabling more intelligent, personalized, and context-aware experiences,” he notes, adding that the technologies are redefining how businesses connect with their customers and each other.
One prominent trend in the CPaaS industry is the growing demand for conversational messaging channels. As customer preferences shift, businesses seek seamless ways to engage with their audiences on their preferred platforms. “Intelligent AI chatbots and predictive analytics are revolutionizing business communication by anticipating customer needs and behaviors,” explains Sarang. This trend is supported by Gartner’s prediction that, by 2028, 60% of B2B seller work will be conducted through conversational interfaces with generative AI technologies.
The rollout of 5G networks and the integration of IoT are also boosting real-time communication capabilities. These advancements enable faster data transfer and improved connectivity for CPaaS applications. Moreover, with an increased emphasis on data security, platforms like Kaleyra are implementing robust security measures and complying with industry regulations to protect sensitive data.
Impacting Diverse Industries with CPaaS Solutions
Kaleyra’s solutions are making significant impacts across various industries, transforming customer engagement and operational efficiency. In the retail and e-commerce sectors, businesses can proactively communicate with personalized marketing messages, sale notifications, cart abandonment reminders, and timely order updates via SMS or WhatsApp.
The healthcare industry also benefits immensely from CPaaS, with HIPAA-compliant messaging and video solutions ensuring secure telehealth delivery. “Automated appointment reminders reduce no-shows, and notifications for prescription refills improve medication adherence,” Sarang explains.
At financial institutions, CPaaS solutions enhance security and customer service. They provide secure transactions with SMS or voice-based authentication codes and enhance fraud prevention with real-time alerts for suspicious activities. Additionally, chatbots streamline application processes and offer 24/7 customer support.
In the travel and hospitality sector, real-time updates such as flight status notifications and location-based offers improve guest experiences. “Chatbots can significantly reduce agent workload by providing automated responses to common questions,” says Sarang. Post-trip surveys via WhatsApp and SMS also help businesses make informed decisions to enhance travel experiences.
Elevating E-commerce Customer Engagement
In the competitive e-commerce landscape, delivering exceptional customer experiences is crucial. Integrating real-time communication channels into the customer journey is a powerful strategy for businesses. CPaaS solutions facilitate this integration, enabling them to embed communication channels with minimal infrastructure costs. According to Juniper Research, global retail spending via conversational commerce channels is projected to reach $43 billion by 2028.
“E-commerce businesses can leverage CPaaS to send targeted SMS campaigns, notify customers about new product launches, sales, and exclusive promotions,” Sarang elaborates. Automated order confirmations, realtime shipping updates, and reminders about scheduled deliveries or pick-ups ensure continuous post-purchase engagement. Additionally, updates about loyalty program points via SMS or WhatsApp help in retaining customers.
Elevating Communication
To stay ahead in the dynamic CPaaS landscape, Kaleyra, relentlessly pursues innovation. “Our solutions are designed to remain highly relevant by implementing a multifaceted strategy,” Sarang explains. The platform is supercharged with capabilities that leverage data-driven insights for rich interactions while seamlessly connecting multiple systems.
Kaleyra’s omnichannel approach is pivotal in maximizing engagement opportunities and elevating customer satisfaction across diverse touchpoints. “We empower businesses to rapidly build, deploy, and scale tailored communication workflows with our highly customizable low-code/no-code tools and APIs,” Sarang adds. This agile approach fosters innovation and adaptability, enabling clients to swiftly address unique challenges.
Data-driven personalization and contextualized communications are at the heart of Kaleyra’s strategy. This enables clients to deliver exceptional engagement and targeted messaging that resonates with their audiences. Data protection and privacy are fundamental to its solutions, ensuring they consistently meet the highest security and regulatory compliance standards.
Sarang emphasizes, “Stringent adherence to regulations such as GDPR and HIPAA, coupled with continuous security enhancements, builds client trust.”
Strategic partnerships are another cornerstone of Kaleyra’s approach, allowing the platform to offer integrated solutions tailored to various industries. “By collaborating with key players across sectors, we provide comprehensive and specialized communication solutions,” Sarang notes. These partnerships enhance Kaleyra’s ability to address specific industry needs effectively.
Global expansion efforts are bolstered by localized customer service teams, enabling Kaleyra to address the unique needs of clients in different regions. “Offering support and services that cater to local markets is essential,” says Sarang. This localized approach ensures that Kaleyra remains responsive and relevant in diverse geographic areas.
A Leadership Philosophy Rooted in Empathy and Integrity
Sarang’s leadership philosophy is centered around core principles such as empathy, empowerment, and integrity. “Genuine empathy allows me to connect with my team, understand their perspectives, and make them feel valued and heard,” he shares. This approach builds trust and creates an environment where people feel comfortable sharing ideas and concerns.
Empowerment is another key aspect of his leadership. By fostering a culture where individuals feel confident to take initiative and make decisions, Sarang encourages his team to do their best work. “I believe in providing my team with the autonomy and support they need to excel,” he says. Integrity is fundamental to Sarang’s philosophy.
“I encourage honesty and emphasize standing by my principles consistently,” he asserts. This sets the right example for Tata Communications’ culture and values, ensuring that Kaleyra operates with transparency and ethical standards.
A Message to the Readers
Kaleyra is committed to being a trusted partner in the everevolving CPaaS landscape. “Our robust solutions, backed by continuous innovation and a thorough understanding of your unique needs, empower you to deliver exceptional customer experiences,” Sarang affirms. With its global reach, strong security measures, and unwavering commitment customer success, the platform is wellequipped to support clients’ growth aspirations.
“Together, we can unlock the full potential of CPaaS, leveraging the power of seamless communication to build stronger connections and achieve business success,” Sarang concludes. Kaleyra’s journey, under his visionary leadership , is testament to its dedication to innovation, client-centricity, and excellence in the realm of communications.
