How An Automated CX Management Platform Can Maximize ROI : Blackchair

As organizations place a greater focus on a seamless, personalized customer experience, they are looking to optimize their multi-vendor CX environment to convert it into a more agile, productive environment.

However, most vendors are having problems meeting this goal because CX engineers oversee a complex set of operations, making it hard to implement any meaningful changes to their environment.

But with the right solution, it is possible to recalibrate the CX platform to make it more efficient, stable, and productive while also cutting costs.

In this article, we explain how an automated CX management platform can help transform your multi-vendor environment and maximize ROI on your investment.

Key functions that can maximize ROI on your platform

Resolve configuration errors rapidly to improve platform stability

CX management platforms can automate key operations to reduce the burden on resources and improve productivity.

Most CX solutions have a sophisticated workflow that requires extensive effort to manage. However, having a sophisticated workflow requires a large volume of resources and time from CX engineers, which can be a problem in the long run when organizations are creating a more flexible, personalized customer experience.

If organizations are to create an omnichannel platform that can respond to customers’ needs and wants, they need to build an agile platform. Given these challenges, an omnichannel CX management solution can be invaluable because it can automate specific operations, reduce the workload, lower costs, and mitigate the risks of running a CX solution.

Preventing unauthorized configuration errors through continuous monitoring

CX management solutions can improve platform stability by detecting and preventing unauthorized configuration changes.

With business and technical users using CX platforms, it is possible for users to make configuration changes without authority, which can destabilize the platform making it harder to be productive.

However, an automated CX management solution can mitigate this problem by tracking change requests. When users want to make configuration changes, the platform will track and freeze them if they do not fall within established parameters.

Engineering teams can check when a configuration change has been requested and can either allow or deny it.

By controlling configuration change requests, you can prevent unauthorized configuration changes from disrupting platform operations, which means your agents can work with a stable platform and lead to a stable customer experience.

Automating key operations to double productivity and reduce costs

CX configuration management consists of monotonous, time-consuming tasks that drive up costs and make them inefficient.

Hence, a CX management platform can be critical because it can automate key operations. Automation can complete monotonous tasks without human intervention. This means CX configuration management can be completed while reducing the burden on CX engineers, creating a configuration environment where engineers can double productivity while reducing costs.

These benefits stem from the fact that the CX management platform can complete autonomous tasks with more efficiency and accuracy while engineers can direct their time and effort towards more value-oriented work, creating a more agile and productive environment.

Managing multiple CX vendors from a single location

Most CX organizations work with multiple CCaaS vendors to complement their functions and provide their customers with a complete experience. However, despite the benefits, running an ecosystem with several CCaaS vendors comes with immense technical challenges where there is little room for error.

This means organizations spend an exorbitant amount of time managing a complex ecosystem. Engineers have to monitor configuration changes individually on each platform to ensure that each one runs smoothly. Hence, driving up the cost of management and making the process far more time-consuming than it needs to be.

CX management platforms can streamline the process. The platform comes with a generic interface where engineers can manage multiple vendors from a single location, streamlining CX management without compromising the integrity of the multi-vendor environment.

By streamlining management, organizations can convert a multi-vendor environment into an agile, responsive process, meaning that handling several CX domains is easier and more productive than before. For example, engineers can monitor the flow of configuration data in multiple environments from a single location to improve platform synchronicity, efficiency, and operations.

Turn a platform into an agile, productive environment

An automated CX management platform is critical for the ongoing development of a multi-vendor CX environment. The solution has all the features needed to optimize the platform to improve management and convert it into a more agile and cost-efficient platform.

As organizations place greater emphasis on the importance of CX, it is critical to optimize the platform to ensure that it can deliver high-quality results consistently and on time. This is where a CX management platform is pivotal for successful CX management operations.