Why Invest In A CX Management Platform - Blackchair

 

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.