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June 30, 2016

CEO Explains Why Kandy is Better Than Twilio

By Paula Bernier, Executive Editor, TMC

Twilio just debuted on the stock market with a more than $1 billion. That’s great for Twilio. But for many customers, Kandy (News - Alert) is probably a better choice, suggests CEO Paul Pluschkell, who says Kandy is like “100 Twilios.”

If you want SMS messaging, Twilio cloud is probably an obvious choice, Pluschkell says. But if you’re a company like AT&T, IBM, SAP, or Verizon (News - Alert), Kandy is an ideal choice because it allows you to get the real-time communications capabilities you need, white label them, and easily connect them to your billing and other systems, he says.

Kandy is an outcome-based solution – empowering communications on mobile devices and websites, he says. Meanwhile, he says, Twilio’s (News - Alert) technology of choice is SMS, which Pluschkell notes is in decline.

Truck Roll is among the Kandy offerings (they are called wrappers). This wrapper arms organizations with the ability to significantly reduce visits to end customers by providing people with online tools and communications so they can find a fix. Doing that can result in significant savings given truck rolls can cost a company $500 or more per truck roll.

One tier 1 service provider is leveraging Truck Roll to reduce the number of calls it has to make due to customer problems with their set-top boxes. This customer is able to leverage data to understand the prevalent problems customers typically run into with their set-top boxes. Truck Roll then enables the organization to provide those individuals with text and/or video tutorials and other information on common issues and how to address them, and to connect with people via chat or other channels if needed. (Kandy brings the workflow template/process for this to the table, and it’s up to customers to populate those templates.)

“The more immersive you want to get, the more Kandy is for you,” says Pluschkell.

Edited by Stefania Viscusi
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