Making changes to the contact center ecosystem is never as simple as it first seems.
Consider developing a solution that categorizes digital communication via customer intent.
With the advent of large language models (LLMs), that is supposedly more simple than ever. Yet, there is much more to it than having a model understand what the customer is asking.
Indeed, developers must integrate that model, ensure existing systems understand new components, and redact sensitive data from each piece of communication that runs through the new solution.
That is just the beginning. There are many more considerations to mull over.
Within a contact center platform, there may be many features that can help overcome these issues. Yet, these often have several settings that are tricky to unpack and understand.
Often, they only serve to overcomplicate the job of developers and slow down transformation projects even further.
At a time of rising customer expectations and mounting contact center challengers – from rising agent attrition to surging contact volumes – that gives service leaders a big headache.
Thankfully, from underneath the woodwork, no-code tools have emerged at just the right time, supporting the continuous evolution of contact center operations.
How Are No-Code Solutions Improving Contact Center Development?
Forget new contact center transformation projects for a moment. Service operations must continue to evolve and adapt to changing requirements. That requires coding.
Making this point, Colin Mann, Global Demand Generation Director at Enghouse, gives an example of a relatively static contact center process.
“Consider an outbound-voice-based survey,” he says. “The parameters can change with agents working from hybrid environments, new organizational metrics coming into play, and new regulations being placed on businesses.”
“The technical evolution these requirements necessitate would previously involve a degree of scripting or coding around call flows, contact routing, and perhaps customer prioritization.”
Yet, now many contact center vendors – such as Enghouse Interactive – are building no code/low code designer solutions into their platforms. These enable service leaders to configure, reconfigure, and build upon service experiences on the go without expensive developer support.
As a result, contact centers can accelerate changes to service experience, allow CX experts to execute on the design of those, and cut considerable costs in the process.
Excellent Examples of No-Code Contact Center Applications
Thanks to no-code development, many contact centers now have the building blocks within their CCaaS solutions to extend existing and develop new solutions to disrupt service experiences.
Self-service solutions are an excellent example. Many are now no-code, with vendors distilling the best self-service experiences into a set of components.
Now, contact centers can adapt these components, assemble them, and embed self-service portals into the customer experience much more quickly.
Moreover, these portals will likely have pre-built integrations with CRM tools to alleviate further developer troubles.
Yet, self-service is just one example. No-code also supports the development of many other CX technologies, including conversational AI, routing engines, and omnichannel customer journeys.
Consider the latter. Enghouse offers its “VidyoPlatform” to its contact center customers, which is a low-/no-code tool that inserts video into new omnichannel workflows. As Mann says:
“VidyoPlatform incorporates real-time video communication capabilities into customer interactions and only needs a few lines of code to embed real-time video into an existing application.”
There are many examples beyond this, with no-code also enabling new channel shift, deflection, and escalation strategies.
Nonetheless, despite all these benefits, no-code is perhaps not the best path forward for every contact center operation.
Should Your Service Operation Implement a No-Code Contact Center Platform?
Small contact centers, which are unlikely to scale, may not need to invest in a contact center platform with lots of no-code tooling.
After all, these operations will likely want to keep their processes simple.
Yet, it’s often a no-brainer for larger contact centers that operate at scale. Why? Because it enables them to deal with complexity and continuously run initiatives to improve service experiences.
Without no-code, IT teams will continually battle the limitations of their contact center platform.
Moreover, the adaptability that no-code brings allows brands to keep pace with the speed at which business giants – such as Amazon, Apple, and Uber – evolve their service experience.
Sure, those brands may hire dozens of developers. Nonetheless, with no-code applications, businesses may put the power of those developers into the hands of those already trusted to design contact center journeys.
That is what Enghouse Interactive strives to do with its CCaaS platform. It empowers the people who best understand CX with no-code/low-code tooling to drive it forward faster.
In doing so, contact center experiences follow the path of what is best for customers, not developers.
To learn more about the Enghouse Interactive CCaaS platform, visit: enghouseinteractive.co.uk
