An Interview with Kaleyra

We sat down with Future Digital Awards winner Dario Calogero, CEO & Founder of Kaleyra, to discuss the CPaaS market in detail. We've included the first part of the interview below; download the full interview for more insight on the CPaaS market.

Dario Calogero serves as the Chief Executive Officer of Kaleyra, Inc. and has been a member of Kaleyra’s Board of Directors since the company was founded in 1999. As an experienced entrepreneur, he bootstrapped Kaleyra from its inception, quickly positioning the company in the mobile banking space, and leading Kaleyra as it expanded its product offerings and completed several acquisitions.

Prior to founding Kaleyra, Mr Calogero held executive positions with Oracle, Fiat Chrysler Automobiles, and management consulting companies, including PricewaterhouseCoopers. Mr Calogero holds a master’s degree in economics from Bocconi University in Milan.

At Juniper Research’s Future Digital Awards 2022, he was also nominated ‘Mover and Shaker of the Year in Telco.’

Where do you see disruption in the CPaaS (Communications-Platform as-a-Service) market coming from over the next 12 months?

In the next 12 months, there are two main possible factors for disruption. Firstly, there is the increasing use of video as a communication channel by brands. In many countries, in-person meetings are still not possible; many brands are still handling most of their business remotely and many customers prefer digital interactions. As a result, video has emerged as the most natural proxy for in-person meetings.

Recently, we have worked with two European banks who use our services to facilitate meetings between their wealth managers and clients via a branded interface. This can be distinguished from other collaborative work tools, in which standard and unrecognisable interfaces are used and links are sent via calendar events, leading to a scattered and unintegrated experience. The services provided by Kaleyra enable a fully branded and seamless experience, comparable to visiting a physical bank branch. Upon visiting a branch, consumers enter a branded environment and meet a representative on-site, allowing for a seamless experience. In a similar manner, banks strive to provide a branded interaction on digital touchpoints, such as applications and websites they already own. Kaleyra meets this demand by facilitating branded video calling integration.

We note that banks are also working towards the virtualisation of KYC (Know Your Customer) procedures and the implementation of eSignature capabilities, in order to support the remote signing of contracts during a video-call offering a true alternative to on-site operativity.

The second possible factor for disruption is the growth of conversational interfaces and AI-enabled chatbot technology, which can fulfil user requests without human input. Almost all our customers who use conversational communication channels, such as WhatsApp or RCS, want to embrace automation by relying on conversational chatbots, or voice-bots, to efficiently serve their customers without relying on a human agent.

►  Download the full interview

Download the full interview to find out where the major market disruptions are coming from, how conversational and RCS messaging services will impact CPaaS, and how Kaleyra can help enhance the customer experience and evolve marketing messaging.

Further questions include: