As organizations continue to expand
their customer experience (CX) infrastructure, the operating costs of
maintaining and managing it also tend to increase. There are several reasons
why this happens.
For instance, as traffic and call volume
expand, organizations need to improve their CX capacity to handle additional
volumes. However, with expanded capacity comes increased complexity and demands
on maintenance and operations management.
If operations management and CX
maintenance does not increase along with capacity, CX engineers will have a
hard time keeping the platform working efficiently and making traffic flow
smoothly through the CX infrastructure. This means CX agents cannot perform
their tasks, leading to a decline in CX quality and increased operating costs.
How a CX management platform can rectify these issues
Given these drawbacks,
organizations are constantly striving to improve their services and provide
better experiences for customers. This often involves the deployment of new
technology, such as a CX management platform, which can help in several ways,
including:
Streamline auditing and troubleshooting
Unauthorized configuration
changes can disrupt CX operations, compromising platform stability and leading
to a poor customer experience and negative feedback. To mitigate this risk,
businesses should have the ability to roll back CX configuration to a previous
setting in seconds, which can provide a safety net to quickly undo any
unauthorized changes and maintain the integrity of the CX, leading to better
delivery of a top-notch customer experience.
Maintain a configuration record
To ensure a seamless and
consistent CX, it's crucial to capture and record all activity in your CX
domains from a single interface. This allows CX engineers to easily monitor and
analyze customer interactions across various channels and touchpoints, allowing
organizations to streamline troubleshooting and auditing, leading to a more
stable platform.
Ensures that multiple CX domains are seamlessly
working together
One of the primary
challenges of managing CX infrastructure and ensuring that CX domains are up
and running and are working seamlessly together. This involves monitoring the
performance of each system in real-time, making it easier to identify issues
that may arise and rectify them as needed. Having a CX management platform
allows CX engineers to quickly find and resolve any issues that arise to ensure
that the CX infrastructure remains up and running at all times.
Adapt CX infrastructure
Another challenge of
managing CX infrastructure is ensuring that it is scalable to handle increasing
traffic and call volume. As organizations expand, the traffic and call volume
they receive can increase dramatically, and the CX infrastructure must be able
to handle this increased load. This requires ongoing investment in the
infrastructure to ensure that it can scale to meet the needs of the
organization.
Reduce the cost of CX operations
The costs of maintaining
and managing CX infrastructure can be significant, particularly for rapidly
expanding organizations. However, there are ways to reduce these costs and
optimize the performance of the infrastructure. One way is to leverage automation
tools to streamline maintenance and operations management. Automation tools can
help identify issues before they become major problems and they can also help
resolve issues more quickly.
Enable a seamless shift to a cloud-based
platform
Another way to reduce the
costs of managing CX infrastructure is to adopt a cloud-based solution.
Cloud-based solutions can offer significant cost savings compared to on-premise
solutions. Not to mention, they offer greater flexibility and scalability when
it comes to CX operations.
However, migrating to a
new cloud-based solution is not an easy task because it requires identifying
junk configurations that could weigh down the system. Failing to account for
this junk configuration can prolong the migration project and increase
operating costs. That said, a CX management platform can facilitate the process and make the migration project less
risky.
Turning
CX infrastructure into a cost-effective, agile platform
Managing and maintaining CX
infrastructure can be complex and demanding, particularly for rapidly expanding
organizations. However, by investing in the right tools and solutions,
organizations can optimize the performance of their infrastructure and reduce
the costs of maintaining and managing it.
Automation tools and cloud-based
solutions, such as a CX management platform, are among the best tools to
streamline CX management.
Leveraging these solutions can offer
significant benefits in terms of cost savings, scalability, and performance,
making them ideal options for organizations looking to improve their CX
infrastructure.
