Real-Time Infrastructure for Your Customer Support Platform
Keep every agent, customer, and channel on the same live ticket and conversation state—without building or operating your own real-time messaging stack.
Key Benefits
Security & Compliance Ready
Shorten security and procurement cycles.
Benefit
With encryption, fine-grained access control, and documented compliance (including SOC 2, HIPAA, GDPR, and more), PubNub fits enterprise security and data governance expectations for modern support platforms.
Predictable Cost & Observability
Forecast spend with clear usage drivers.
Benefit
Align pricing to drivers you can model—active users, channels, and features. Built-in analytics help you monitor adoption, tune usage, and avoid “gotcha” spikes during peak support events.
Lower Long-Run TCO
Reduce build, ops, and on-call burden.
Benefit
Offload global real-time infrastructure, scaling, and 24/7 reliability to PubNub. Free senior engineers from maintaining undifferentiated messaging layers and reinvest that capacity into CX innovation.
Your routing is intelligent. Your real-time layer isn’t.
Agents still wait on stale dashboards, manual refreshes, and laggy chat while customers sit in queues and abandon sessions.
DIY WebSocket layers and polling UIs drain senior engineering time, yet still struggle during spikes—risking missed SLAs and visible outages.
You need a support platform experience that updates instantly, scales reliably, and passes security review without another multi-quarter infrastructure project.
PubNub vs. Building Your Own Customer Support Platform Infrastructure
See why CX leaders place real-time messaging, presence, and scaling on a proven network instead of homegrown WebSocket clusters.
PubNub vs. DIY WebSockets
PubNub removes the burden of building, scaling, and operating global real-time infrastructure so your teams focus on routing logic and CX.
PubNub vs. All-in-One Suites
Keep Zendesk, Salesforce, or your custom stack. PubNub adds a dedicated real-time layer instead of forcing a full platform replacement.
CASE STUDY
Power Omnichannel Customer Support Platforms with a Dedicated Real-Time Layer
Use PubNub to synchronize tickets, queues, and conversations across web, mobile, and agent desktops. Combine Presence, message history, and edge Functions to support intelligent routing, AI triage, and supervisor oversight—without owning the underlying real-time infrastructure.
Get an ROI & Architecture Review for Your Support Platform
Frequently Asked Questions
Is PubNub a customer support platform or a replacement for my help desk?
No. PubNub is the real-time infrastructure layer beneath your customer support platform. You keep your CRM, help desk, or custom agent workspace; PubNub keeps tickets, queues, and conversations updated in real time across all clients.
How does PubNub improve our customer support platform’s time-to-market?
Instead of building and operating your own global WebSocket or messaging tier, you plug into PubNub’s managed network. Teams typically move from infrastructure engineering to UI, routing, and AI work, cutting months from delivery timelines for omnichannel and conversational support initiatives.
Can PubNub handle high-volume contact center and peak traffic events?
PubNub is designed for large-scale, concurrent real-time workloads. The platform delivers messages globally in under 100 ms on average and offers a 99.999% uptime SLA, helping reduce outage and latency risk during spikes such as product launches, incidents, or seasonal peaks.
How does security and compliance work for customer support use cases?
PubNub provides encryption in transit, fine-grained access control, and documented compliance programs including SOC 2, HIPAA, GDPR, CCPA, and ISO 27001. This gives your InfoSec, Legal, and Procurement teams the documentation they need to complete reviews and data protection assessments for support workloads.
What is the typical adoption path for using PubNub in a support platform?
Most teams start with a single high-impact use case—for example, in-app support chat or live agent workspace updates. Once value and reliability are proven, they expand to additional channels (web, mobile, supervisor dashboards), then standardize PubNub as the real-time layer across multiple products or business units.
How does PubNub pricing work for a customer support platform?
Pricing is based on predictable drivers such as message volume, active connections, and enabled capabilities (like presence or storage). This makes it easier for Finance and Product to forecast spend as your support adoption grows, with levers to tune usage and stay within budget.
