The real-time customer engagement platform engine for contact centers
Use PubNub to power live messaging, presence, and events in your customer engagement platform—so you ship faster, reduce outage risk, and keep costs predictable.
Key Benefits
Sub-100ms-class experiences
Keep conversations and AI actions feeling instant.
Benefit
Global pub/sub with low-latency delivery keeps voice, chat, and agentic workflows responsive. Customers don’t perceive lag as ‘system failure,’ and your NPS doesn’t suffer from slow infrastructure.
Events that drive action, not reports
Turn live signals into automated workflows.
Benefit
Use PubNub Functions and Events & Actions to route customer events to CRMs, ticketing, and automation tools in real time—enabling proactive outreach, struggle detection, and AI-driven resolutions.
Predictable TCO as you scale
Control costs as engagement grows.
Benefit
Move from open-ended DIY spend and six-figure upkeep to a platform where costs map to clear drivers like active users and features, with guardrails and monitoring for high-volume events.
Your customer engagement platform can’t be real-time if your infrastructure isn’t
Ticket-centric tools, DIY WebSockets, and disconnected channels leave agents blind and AI guessing—customers feel every delay as a broken promise.
Outages and latency spikes hit at peak moments, driving up churn, support costs, and on-call fatigue while six-figure upkeep quietly drains your budget.
A managed real-time layer turns your platform into a person-centric, always-on system of action—without tying up your best engineers.
PubNub vs. other customer engagement platform approaches
See how a dedicated real-time infrastructure layer compares to bundled and DIY options for contact centers.
PubNub vs. bundled CRM messaging
CRMs prioritize records; PubNub focuses on low-latency delivery, presence, and events—so your engagement platform stays responsive at scale.
PubNub vs. DIY WebSocket stack
Avoid outages, hidden infra costs, and compliance overhead. PubNub provides managed global real-time with an SLA and clear cost drivers.
CASE STUDY
How an AI-first engagement platform scaled webchat on PubNub
EliseAI uses PubNub to power its AI webchat, combining real-time messaging with Events & Actions to trigger back-end workflows and keep customer context fresh—while reporting strong reliability and month-over-month MAU growth.
Get an ROI & architecture review for your customer engagement platform
Frequently Asked Questions
How does PubNub fit into a customer engagement platform architecture?
PubNub acts as the real-time layer inside your customer engagement platform. Your web, mobile, and agent desktop clients connect to PubNub channels for messaging and presence. PubNub Functions and Events & Actions process events at the edge and trigger webhooks into your CRM, ticketing, and AI services. You keep your existing systems of record; PubNub keeps them in sync with live customer interactions.
Why not build our own real-time customer engagement infrastructure?
DIY real-time stacks typically require dedicated engineers to build, scale, secure, and monitor WebSockets, presence, and history. Industry research shows many teams face outages and six-figure annual upkeep. PubNub offloads that operational burden with managed infrastructure, an uptime SLA, and a clear cost model—so your senior engineers can focus on orchestration, AI, and product differentiation.
Can PubNub support AI-powered and autonomous customer engagement use cases?
Yes. PubNub provides the low-latency event fabric AI needs to act with fresh context. You can stream customer events to models, execute actions via Functions and Events & Actions, and maintain a unified timeline for explainability and governance. This helps your AI agents operate within clear guardrails while still delivering fast, high-quality resolutions.
How does PubNub address security and compliance for contact centers?
PubNub is designed for security-sensitive environments, with encryption, fine-grained access control, and documented compliance such as SOC 3 and HIPAA support. This gives InfoSec and Legal a clear starting point for review and helps reduce exceptions during procurement. Our team can provide a security information pack and support your DPA and risk assessments.
What does a typical adoption path look like for a customer engagement platform?
Most teams start with a single high-impact use case—such as in-app support chat or agent-customer messaging—then expand to presence, collaboration signals, and event-driven automation. Once value and reliability are proven, organizations standardize PubNub as the real-time layer across channels and products, simplifying operations and cost forecasting.
