Why Microservices Are A Game Changer

It is the goal of customer service to strive to deliver the ideal customer experience.  And today, the ability of your business to create better customer experiences is linked to whether your contact center technology can adapt and make changes quickly and deliver global, 24/7 performance. The ability to react to your customers or market opportunities wherever they are in the world requires agile, adaptive technology. That’s where microservices can be a game changer.

What Exactly Are Microservices?

A microservice architecture provides a modern alternative to traditional, monolithic on-premises and hosted contact center technologies. In their simplest form, microservices split up the contact center application into a set of smaller, independent services. These services each have their own code base but act and function together as an integrated overall solution. To the end user, this is invisible. But in terms of performance and business continuity, software activities like maintenance, testing, and customer-specific deployments no longer impact all customers or all communication channels on the platform. Each service is also greatly reduced in terms of complexity. This makes it easier for engineers to develop, test, and update because each “building block” of the software is simpler. Thus, a single customer can quickly take advantage of opportunities requiring rapid development. This is because one only needs to focus on a single function rather than all of the parts at once. 

In the end, customers experience rapid, uninterrupted deployments and eliminate monthly maintenance windows that may conflict with business hours in different global locales. 

Delightful Customer Experiences Require Agile Development

Today’s modern, cloud-native CCaaS providers have pioneered the emergence of microservices in the contact center space specifically with this goal in mind. And enterprises who embrace and leverage microservices will be better positioned to be agile and responsive to consumer and market demands, ultimately setting themselves up for continuous, rapid innovation options – as well as loyal customers.  

What Are the Top Microservices Benefits?

Microservices benefits are real and must be considered as you assess your current contact center infrastructure and goals.  From a technical perspective, microservices reduce complexity and simplify services to be faster to develop, easier to understand, and more efficient to maintain.  From a strategic perspective, microservices offer tremendous flexibility in being able to layer in new services and capabilities over time to put market opportunities and enterprise needs well within reach.  Microservices will remain a hot topic in the CCaaS market in 2020 and beyond.  It’s worth investing some time here to determine your current vendor’s capabilities and evaluate how microservices should become part of your future contact center technology strategy.


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