In today's rapidly evolving communication landscape, customer expectations are no longer defined by voice calls alone. Businesses across industries are looking to extend their service reach, reduce friction, and deliver seamless support across multiple channels. Among these, WhatsApp has emerged as a cornerstone of modern customer engagement—particularly for those building or transitioning into AI-powered omnichannel CX platforms.
At CloudFon, we specialize in developing intelligent, channel-agnostic contact center software tailored for businesses that have traditionally operated within the UC (Unified Communications) space. Our clients—ranging from VoIP providers and PBX vendors to legacy call center operators—are witnessing a shift in customer behavior that demands more agile, integrated, and personalized communication solutions.
And WhatsApp is proving to be a game-changer.
With over 2 billion users worldwide, WhatsApp is not just another messaging app—it's a platform where customers expect fast, human, and meaningful interactions. For our clients, adding WhatsApp as a native channel in their contact center ecosystem brings powerful advantages:
Unlike email or SMS, WhatsApp is widely adopted and frequently used—especially in regions like Southeast Asia, Latin America, and parts of Europe where our clients’ end users are highly engaged on mobile platforms.
WhatsApp enables ongoing, context-rich conversations that feel natural. Customers can start a dialogue, walk away, and return without having to start over—making it ideal for asynchronous support experiences.
With our AI-powered virtual agents, clients can automate common tasks on WhatsApp—answering FAQs, booking appointments, or collecting customer data—while seamlessly handing over to human agents when needed.
Using the WhatsApp Business API, companies can build verified brand identities, providing customers with an additional layer of trust and security in their interactions.
The ability to send images, documents, voice notes, and even quick-reply buttons makes WhatsApp a highly interactive channel for everything from tech support to order tracking.
At CloudFon, we recognize that traditional UC players are perfectly positioned to evolve into modern customer experience providers. However, this journey requires more than just adding a chatbot—it demands a thoughtful orchestration of multiple channels (voice, video, messaging, social), real-time routing, and a scalable AI backbone.
Our omnichannel CX platform integrates WhatsApp natively alongside voice, email, chat, social media, and web platforms—all backed by a unified ticketing layer and smart automation tools.
Our UC partners can:
· Extend beyond voice and deliver full-scale digital support capabilities,
· Offer new revenue-generating services to their own customers,
· And retain relevance in a market that’s rapidly shifting toward experience-first communication.
As we continue to co-innovate with our partners, WhatsApp will remain a key focus in how we shape the next generation of customer experience. We're actively expanding our support for advanced WhatsApp features—including session routing logic, chatbot fallback, and performance analytics—so our partners and their customers can continue to deliver meaningful, efficient, and human-centric service.
If you're ready to explore how WhatsApp can elevate your CX strategy—or if you're a UC provider looking to grow your business into a future-ready CX platform—CloudFon is here to help.