Composable platforms enable businesses to outline and build the precise process that they want their tool/system to deliver.
In doing so, they challenge solutions that work within the parameters of the existing settings.
Diving deeper, Pierce Buckley, CEO & Co-Founder at babelforce, likened it to Lego building blocks:
“Instead of looking for a process on a page, the business starts by defining the process it would love to have. The platform then provides the ability to compose that process from what is essentially Lego or a set of building blocks that can be entirely customizable.”
babelforce has applied this concept to contact center platforms, giving IT teams far greater versatility and a much firmer grasp on customer service experiences.
Gartner recently recognized babelforce as a “Cool Vendor” for its efforts in bringing this forward-thinking approach into the contact center space.
CX Today also tipped its cap to the provider in naming it one of its Top CCaaS Vendors for 2023.
Yet, that raises the question; why has it resonated so well? Julian Hertzog, Head of Sales at babelforce, believes that – while there are many reasons – its role as a “simplification” tool is central to its success.
In the current contact center climate, that is indeed a powerful concept.
Within the Chaos Lies Opportunity
The increasing complexity within service operations is a concerning trend in recent times.
For Hertzog, the problem is twofold: a back catalog of existing – often antiquated – systems, and a lack of developers to help integrate these systems into a simplified CX stack.
“Every big company that has a heavy B2C relationship history will have plenty of different systems in their landscape that have to be integrated and talk to each other,” he said. “And those systems are not all at the same stage of technology.”
“So, it’s really hard to harmonize this entire orchestration of processes to deliver one fantastic experience to the customer.”
Part of the reason for the increase in competing systems is the abrupt shift from call centers to omnichannel customer service.
According to Hertzog, that has contributed to a 400 percent uptick in the number of deep technology developers needed since 2010 – and that’s just at the top end of the market.