Agent multi-channel wfo back officeToday, the contact center technology ecosystem is more complex than ever. Solutions to address new channels are being added to contact centers across the globe.  The biggest challenge with this environment is that the channels and the agents supporting them are often siloed from one another.

In a previous blog, I wrote about the need for a clear architecture for your customer engagement platform environment.  I referenced the story of the Winchester Mystery House in San Jose, California where at one time there had been 147 builders working, but not one of them was an architect! Unfortunately, for many companies and organisations the customer engagement environment and contact center have developed in a similar way.

Today most organisations have a customer engagement architecture that looks like ‘spaghetti and meatballs’. Isolated business capabilities often with overlapping functionality (the meatballs), joined together by a string of integration and technologies (the spaghetti).

What is needed is an architecture that is more like ‘lasagna’, with defined architecture layers that are joined together with clear interfaces, and wherever possible avoiding the duplication of functionally – it’s called a Service Orientated Architecture (SOA).

Taking a platform approach to delivering SOAs will not only simplify the architecture, it speeds up deployment and increases business flexibility. Whether your approach is on-premises, cloud or a hybrid model, SOA can work for you.

Following this approach will enable your organization to design, develop, deploy, monitor and manage customer engagement processes across the end to end customer journey, including multiple touch-points and multiple channels.

For those that get it right, the result can be great customer experiences that increase loyalty, drive greater operational efficiencies in managing customers, and reduce the Total Cost of Ownership for the technology platform.

Adopting a Service Oriented Architecture (SOA) can help you empower your agents with a full view of prior customer interactions across all supported communication channels, so they can personalize and contextualize an answer to a customer request.

Watch the webinar onDemand to learn more best practices, A Strategic Approach to Designing your Next-Generation Customer Engagement Environment.

Brendan Dykes

Brendan Dykes

Brendan has over 25 years of experience in the customer service industry, in both business and technical roles. This broad experience has allowed him to see first-hand the importance for both customers and organizations of delivering consistent omnichannel customer experiences....