Customer service has reached an inflection point. Fast and modern experiences are no longer a pleasant surprise for customers, they’re the expectation.
In order to deliver efficient and empathetic service, contact centers must be more adaptable and innovative than ever. That’s why forecasters point to composability as the most important attribute for CX organizations going forward.
According to Gartner, the idea of composable business “means creating an organization made from interchangeable building blocks.” It operates under four principles:
- More speed through discovery
- Greater agility through modularity
- Better leadership through orchestration
- Resilience through autonomy
For contact centers currently exploring automation and business process transformation with AI, these principles are paramount to success. Here’s what contact center leaders need to know about composability and how a flexible approach can help businesses quickly differentiate their CX with Contact Center Automation.
Faster differentiation with more agility
CX and technical leaders alike benefit from composability. By updating a business’ architecture to be more modular, organizations can deploy modern experiences that customers love without heavy development resources. For IT leaders, this idea may sound familiar. “[Composability] exists in familiar technology, from APIs to containers,” says Gartner, “But, it is a new, or perhaps ignored, idea for a CIO’s business counterparts and board of directors.”
Greater marketplace options
Composability results in a greater capacity for creative thinking and a wider selection of innovative tools. The principles of modularity allow businesses to increase their readiness to integrate new technologies as they emerge. This allows contact centers to be early adopters for solutions like Contact Center Automation, which are dramatically lowering costs and improving CSAT for first movers. Composability also lowers the barrier of entry for tools like conversational AI, accelerating leadership buy-in with simpler and cheaper implementations.
More value from existing systems
Composable contact center architecture improves the resiliency and performance of existing platforms. In the case of Contact Center Automation, the ability to seamlessly integrate into CRM, CCaaS, IVR and telephony systems is impactful. For example, an existing IVR system with low containment rates can be configured to pass off any number of call drivers to Replicant’s Thinking Machine™️. The Thinking Machine™️’s ability to resolve 90% of common requests narrows the scope of the IVR and increases successful outcomes in the IVR, while lowering hold times and abandonment rates.
“Organizations that embraced — and continue to embrace — the building blocks and principles of composable business were able to successfully leverage existing digital investments and, the best-case scenario, accelerate investment,” said Gartner.
Better outcomes for customers
Ultimately, composable orchestration in contact centers delivers customer experiences that stand out and flex to new expectations. According to Gartner, “The modular setup enables a business to rearrange and reorient as needed depending on external (or internal) factors like a shift in customer values or sudden change in supply chain or materials.”
In the case of Contact Center Automation, this comes to life in personalized experiences, predictive conversations, and proactive service. Customers that talk to Replicant’s Thinking Machine™️ receive faster service that uses contextual information from past purchases, pending orders and personal preferences to make calls, texts and chats more efficient. During incident-specific events like supply chain snags, weather events, or delays, customers receive automated outbound communication that keeps them informed and reduces inbound calls.
Contact center challenges are showing no signs of slowing down. But leaders who successfully implement composable thinking into their organizations will be first in line to orchestrate innovative solutions that don’t just maintain service, but transform it.