Exploring the advantages of robust architecture in modern CCaaS platforms
Tech that’s built right won’t keep you up at night (or your CS systems down in the day)
One of the key differences between the CCaaS technology that’s been in use for decades and more modern platforms, is the architecture – the way the software is built and structured.
Today’s contact centers have to work much harder to ensure customer journeys run smoothly across a far greater number of different channels. It’s no longer just about handling calls or responding to emails. What you don’t see on the customer- or agent-facing end of a platform, is the number of tools it takes to make meeting the customer wherever (and whenever) possible. Under the hood, there’s an awful lot of complexity (and moving parts) required. And that means that more can go wrong, quickly.
So that’s why it’s important to choose a vendor that uses a fully cloud-based and API-centric, redundant infrastructure. One that nailed its microservices architecture from the start to ensure optimal business continuity and swift, resilient recovery to minimise unforeseen downtime.
“…it’s almost impossible for your customers and employees to enjoy uninterrupted and efficient service with a patched-together solution…”
The curse of cobbled-together solutions
Bolted-on, quick-fix contact center tech doesn’t adapt well or fast enough to meet growing digital demands. Integrating new software, introducing and testing automations and managing the data from tacked-on channels and workflows – it all becomes way more challenging (and expensive) than it should be.
It’s almost impossible for your customers and employees to enjoy uninterrupted and efficient service with a patched-together solution.
It’s also very difficult for enterprises to migrate from legacy solutions to more efficient systems without major disruption and ongoing maintenance windows. In response to this industry-wide problem, modern CCaaS platforms should be built from the ground up with an automation-first infrastructure.
What are the benefits of an automation-first CCaaS architecture?
Automation describes the creation and deployment of any tech or software that cuts down the need for human intervention in business operations. In this case we’re talking more specifically about process automation and automated workflows.
Process automation takes manual tasks that a human would normally perform and hands them over to an automated system – such as sending follow up emails after calls. Workflows deal with situational automations that are based on certain rules. For example, ‘if Customer A has been waiting longer for their next call than Customer B, prioritize Customer A.’
These types of automations add significant value, but without the right infrastructure they’re not as quick or simple to deploy and won’t work as effectively for you.
Put simply, the more complex the tasks you want your tech to perform, the more important the way your tech is set up becomes.
In short, an automation-first architecture is built in a way that enables both process automation and workflows to form core parts of the customer journey and operate across a wide array of systems. This approach is future-proof, cost-effective and ensures business continuity.
Because it was designed with automation at its core, Thrio’s architecture, for example, eliminates the need for multiple vendors. And despite the huge complexities and sophistication of the technology behind the platform, upgrades, updates and integrations don’t require specialist attention or technical knowledge from your team. Our drag-and -drop interface makes it easy for your non-technical employees to set up, test and deploy integrations without involving costly professional services. This is all made possible using REST APIs and our robust architecture.
“…this approach is future-proof, cost-effective and ensures business continuity…”
What is an API-centric CCaaS platform?
REST APIs help platforms communicate and easily share data. In an API-centric platform like Thrio, every function is accessible via an API, so we can seamlessly and automatically move data between different tools – even industry-specific CRMs and third-party platforms such as Salesforce and Calabrio.
Starting with a system of REST APIs also makes the platform easy to configure with process automation tools. As REST APIs are future-proof and platform-agnostic, CCaaS platforms leveraging them offer unrivalled longevity to brands and service providers alike.
APIs also allow agents to work in one interface, streamlining their work and ensuring they have all the context they need. This allows them to deliver a higher level of service with a complete and unencumbered customer journey. It means customers don’t have to repeat themselves – the top customer service frustration for 73% of consumers.
How can a robust architecture enhance your service?
Platforms built with robust architecture ensure business continuity. Thrio achieves this with cloud-based software spread across servers in multiple zones and regions. When issues arise, Thrio seamlessly distributes traffic elsewhere to keep your operations running as normal. We call this a redundant system – not because it’s unnecessary or outdated, but because it provides duplicated, surplus routes for that traffic. We’re essentially creating diversions to bypass any system that’s offline.
As well as updating microservices without disruption, Thrio’s architecture virtually eliminates downtime and maintenance windows, allowing users to provide a seamless and uninterrupted service to their customers. Your teams stay focused on delivering great customer experiences – not constantly adapting to issues or managing outages. And when the dreaded downtime does occur, our platform recovers at an unmatched speed (we’re talking seconds).
A cloud-based architecture that offers this type of redundancy and resiliency also helps you reach customers globally. You can operate 24/7, across time zones and with confidence in the service you’re delivering. Plus our resilient infrastructure cuts latency, ensuring voice conversations are smooth and lag-free.
“…Thrio’s architecture eliminates downtime, maintenance windows and voice-lag time…”
How does a robust architecture empower agents?
When designing customer experience solutions, it’s important to also consider the impact on contact center agents. While many modern platforms are making multi-channel communication possible for customers, very few are working to significantly improve the agent experience. AI-powered CCaaS platforms need to be able to empower agents by ensuring they have access to all the right data from one easy-to-use interface. AI ensures their skills are deployed where they add the most value, while cloud-based platforms help keep fully remote agents connected and compliant.
With confidence that your system won’t go down, leaving customers out in the cold for hours at a time, your agents are empowered to deliver consistent, competitive and reputable customer service.
SUMMARY
When considering contact center technology, ensure the architecture of the system or service you choose does the following:
So, how’s your current technology built?
For more information on the cloud and its role in modern CCaaS, stay tuned for our next article.
Tech that’s built right won’t keep you up at night (or your CS systems down in the day)
One of the key differences between the CCaaS technology that’s been in use for decades and more modern platforms, is the architecture – the way the software is built and structured.
Today’s contact centers have to work much harder to ensure customer journeys run smoothly across a far greater number of different channels. It’s no longer just about handling calls or responding to emails. What you don’t see on the customer- or agent-facing end of a platform, is the number of tools it takes to make meeting the customer wherever (and whenever) possible. Under the hood, there’s an awful lot of complexity (and moving parts) required. And that means that more can go wrong, quickly.
So that’s why it’s important to choose a vendor that uses a fully cloud-based and API-centric, redundant infrastructure. One that nailed its microservices architecture from the start to ensure optimal business continuity and swift, resilient recovery to minimise unforeseen downtime.
“…it’s almost impossible for your customers and employees to enjoy uninterrupted and efficient service with a patched-together solution…”
The curse of cobbled-together solutions
Bolted-on, quick-fix contact center tech doesn’t adapt well or fast enough to meet growing digital demands. Integrating new software, introducing and testing automations and managing the data from tacked-on channels and workflows – it all becomes way more challenging (and expensive) than it should be.
It’s almost impossible for your customers and employees to enjoy uninterrupted and efficient service with a patched-together solution.
It’s also very difficult for enterprises to migrate from legacy solutions to more efficient systems without major disruption and ongoing maintenance windows. In response to this industry-wide problem, modern CCaaS platforms should be built from the ground up with an automation-first infrastructure.
What are the benefits of an automation-first CCaaS architecture?
Automation describes the creation and deployment of any tech or software that cuts down the need for human intervention in business operations. In this case we’re talking more specifically about process automation and automated workflows.
Process automation takes manual tasks that a human would normally perform and hands them over to an automated system – such as sending follow up emails after calls. Workflows deal with situational automations that are based on certain rules. For example, ‘if Customer A has been waiting longer for their next call than Customer B, prioritize Customer A.’
These types of automations add significant value, but without the right infrastructure they’re not as quick or simple to deploy and won’t work as effectively for you.
Put simply, the more complex the tasks you want your tech to perform, the more important the way your tech is set up becomes.
In short, an automation-first architecture is built in a way that enables both process automation and workflows to form core parts of the customer journey and operate across a wide array of systems. This approach is future-proof, cost-effective and ensures business continuity.
Because it was designed with automation at its core, Thrio’s architecture, for example, eliminates the need for multiple vendors. And despite the huge complexities and sophistication of the technology behind the platform, upgrades, updates and integrations don’t require specialist attention or technical knowledge from your team. Our drag-and -drop interface makes it easy for your non-technical employees to set up, test and deploy integrations without involving costly professional services. This is all made possible using REST APIs and our robust architecture.
“…this approach is future-proof, cost-effective and ensures business continuity…”
What is an API-centric CCaaS platform?
REST APIs help platforms communicate and easily share data. In an API-centric platform like Thrio, every function is accessible via an API, so we can seamlessly and automatically move data between different tools – even industry-specific CRMs and third-party platforms such as Salesforce and Calabrio.
Starting with a system of REST APIs also makes the platform easy to configure with process automation tools. As REST APIs are future-proof and platform-agnostic, CCaaS platforms leveraging them offer unrivalled longevity to brands and service providers alike.
APIs also allow agents to work in one interface, streamlining their work and ensuring they have all the context they need. This allows them to deliver a higher level of service with a complete and unencumbered customer journey. It means customers don’t have to repeat themselves – the top customer service frustration for 73% of consumers.
How can a robust architecture enhance your service?
Platforms built with robust architecture ensure business continuity. Thrio achieves this with cloud-based software spread across servers in multiple zones and regions. When issues arise, Thrio seamlessly distributes traffic elsewhere to keep your operations running as normal. We call this a redundant system – not because it’s unnecessary or outdated, but because it provides duplicated, surplus routes for that traffic. We’re essentially creating diversions to bypass any system that’s offline.
As well as updating microservices without disruption, Thrio’s architecture virtually eliminates downtime and maintenance windows, allowing users to provide a seamless and uninterrupted service to their customers. Your teams stay focused on delivering great customer experiences – not constantly adapting to issues or managing outages. And when the dreaded downtime does occur, our platform recovers at an unmatched speed (we’re talking seconds).
A cloud-based architecture that offers this type of redundancy and resiliency also helps you reach customers globally. You can operate 24/7, across time zones and with confidence in the service you’re delivering. Plus our resilient infrastructure cuts latency, ensuring voice conversations are smooth and lag-free.
“…Thrio’s architecture eliminates downtime, maintenance windows and voice-lag time…”
How does a robust architecture empower agents?
When designing customer experience solutions, it’s important to also consider the impact on contact center agents. While many modern platforms are making multi-channel communication possible for customers, very few are working to significantly improve the agent experience. AI-powered CCaaS platforms need to be able to empower agents by ensuring they have access to all the right data from one easy-to-use interface. AI ensures their skills are deployed where they add the most value, while cloud-based platforms help keep fully remote agents connected and compliant.
With confidence that your system won’t go down, leaving customers out in the cold for hours at a time, your agents are empowered to deliver consistent, competitive and reputable customer service.
SUMMARY
When considering contact center technology, ensure the architecture of the system or service you choose does the following:
- Reduces any possible downtime from unforseen cloud interruptions to mere seconds (thanks to its redundancy and resiliency).
- Enables powerful automation processes that make your agents more efficient, and your customers happier.
- Guarantees no maintenance windows.
- Ensures easy deployment, and requires little-to-no heavy tech lifting from your team.
- Seamlessly brings together all third-party systems, so you don’t have to deal with multiple vendors, systems integrations or licences.
- Protects customer data effectively, so you can rest assured you’re always compliant.
So, how’s your current technology built?
For more information on the cloud and its role in modern CCaaS, stay tuned for our next article.