With client experience & relationship now deciding the success of any business, hyper-personalization is now a norm not just in terms of the products or services being offered, but also in the way brands engage with their customers. However, given the myriad of complexities involved in effectively integrating different communication mediums into a single platform, enterprises are increasingly relying on CPaaS providers to take care of their end-to-end customer interactions. Amidst such fertile market conditions, one CPaaS company that stands out is New Delhi-based Multycomm.

Multycomm was founded in late 2023/2024 by telecom & CX experts Aveek Roy (Founder & CEO) and Mohit Goel (Co-Founder) with a vision to provide startups and enterprises with an omnichannel platform that addresses businesses’ diverse communication requirements. Today, the company has developed a highly interactive platform that is integrated with all voice and non-voice communication channels, enabling businesses to manage their entire customer interactions from a single dashboard.

Deployable as a Cloud or On-premise System, the Multycomm platform is not only equipped with app-based intra office communication over voice, chat and video, but also uses a centralized office number for calls for businesses to effectively manage their inbound & outbound customer service and sales requests. Additionally, the platform is

also integrated with social media capabilities, enabling businesses to manage their inward and customer connect communications across 18 different channels such as Whatsapp, Telegram, Viber, Line and many others. Going a step further, the platform also offers hassle-free enterprise-wide collaboration through features such as chat, live meetings, video sharing and file sharing, along with an invitation-only function to collaborate with outside entities as well.

“Our platform is an integration of voice, social media, collaboration, video conferencing, pretrained AI agents with sector-specific roles, reporting, quality management, lead management, bulk messaging, all bundled together. Engineered for deployment both as carrier grade and hosted enterprise platform, our solution provides a 99.999 percent reliability and is deployable in various modes including in DC - DR as well as Private Cloud. Also, Multycomm's MCSSE platform is possibly one of the few platforms which integrates marketing tools like Whatsapp, social media, SMS marketing and voice out each campaigns in a UCASS platform”, says Aveek.

The Multycomm platform is also equipped with AI chatbots for all communication channels, along with real time transcription, customer sentiment analysis, quality management and end-to-end reporting capabilities as well. Further, the platform is also integrated with numerous industry leading CRMs like Zoho, Salesforce, Hubspot across all communication channels, enabling users to send CSAT forms to customers via multiple mediums and even update information over the CRM system. The platform also tracks every prospect entering into the enterprise’s system, identifies their preferred communication medium, and accordingly market the brand to them, thus significantly reducing messaging costs as well.

Currently having a strong presence across India and Middle East, Multycomm envisions foraying into South-East Asia and MENA regions in the coming year. To further benefit its clients, the company will also be enhancing AI implementation across its processes and is building a more composite product that'll be easy to deploy, scale and manage. Additionally, it is developing Advanced Agentic AI Agents which would be working on sentiment-based responses in different languages and their mass deployment to reduce cost per transaction for the customers.

“Our roll-out of Agentic AIs are in progress and we would soon be looking at a multiagent force which will possibly have ready-to-use & deploy agents for any business case across the table. More importantly, we’re also trying to bring about a high level of automation such that our AI Agents work in tandem with the CRM AI to provide insights and suggestive references on the fly”, concludes Aveek.