If you are a software developer then you’re familiar with the adage “code once, use everywhere”. Code reuse saves time. It’s been a programming staple that has evolved from in-app functions to external libraries, to web services. But what does all of this have to do with customer experience?
Companies are discovering the value in not only finding new customers but also in retaining them. Improving customer experience (CX), and even making it a competitive advantage, is key. Which is why CX transformation is fast becoming a focus for IT developers.
Like all development projects, speed and agility matter. Which brings us back to “code once, use everywhere”. Using existing code developed expressly for delivery of customer services saves time and enables agility. But is there existing, specialized CX code that can be reused? Yes!
Contact Center as a Service (CCaaS) solutions give you all the infrastructure, specialized services, and applications needed to deliver great customer services. These include:
- Omnichannel Routing
- Analytics
- Workforce Optimization
- AI Automation
In addition, a CCaaS provides all the major building blocks for telephony, video, chat, security, and more all deployed on highly dependable and elastic cloud services. These specialized CX services are accessible via development-friendly API’s. So, while you could build your own CX development platform, the question is why would you want to?
Just what can you do with a CCaaS-based CX development platform? Here are a few examples:
- Facilitate seamless integration been customer service and Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) applications to give agents the context they need to solve problems
- Open new interaction channels that customers can use to interact with your company and normalize these channels into a single work stream which is routed based on skills to specialized agents
- Measure and analyze almost every customer interaction allowing you to identify problems and implement improvements
- Eliminate bottlenecks and enable more efficient processes
So why does this matter? Companies that use the cloud and CCaaS as the foundation for their CX transformation not only realize operational savings which can be reinvested to fund new projects, but it can also help them outcompete other firms by using speed and agility as weapons. Learn more about how to use CCaaS webservices: Webinar: Accelerate CX Innovation with an Open Development Platform.
