The next evolution of cloud computing for contact centers is happening. Private, public and hybrid clouds will soon have new, powerful ways to communicate between each other and the various products used in these environments via cloud APIs powering data sharing.
Traditionally, contact center software has been very limited in accessing other software/data. If you wanted to integrate with another platform for data lookups, screen-pops or adding more intelligence to your routing decisions, developers and large budgets and timeframes would be involved. Today, cloud APIs are becoming more and more readily available to allow for software to interact cloud-to-cloud.
For example, Salesforce currently allows access to its information and screens through its APIs. Like Clarity Connect, some vendors are using this cloud API to allow interactions with their software, such as to make routing decisions or generate screen-pops with specific information for the agents to have at their fingertips. This approach streamlines the experience of both the customer and the agent, and improves customer care.
In another example, Facebook built a powerful API that can enable businesses to integrate Facebook Messenger into third-party applications. Clarity was the first to bring this functionality to the contact center. This cloud API opens the door for the 800 million plus users of Facebook Messenger to conveniently reach businesses, and allow businesses to serve their customers better through a new, convenient method of communication.
Carlson Wagonlit Travel (CWT), a global leader specialized in managing business travel, meetings, and events, originally requested the feature in Clarity Connect and is currently testing it with their client, Facebook. Facebook employees booking travel or making changes to itineraries can do so from Facebook Messenger and have those messages intelligently routed, queued and managed via Clarity Connect for CWT. The cloud-to-cloud APIs allowing the interaction between these two systems is a great example of things to come.
In the future, other cloud APIs may enable countless types of interactions. Imagine Internet connected devices (IoT) that can pass the information about the device through cloud APIs right to the agent assisting you with troubleshooting an issue. They could automatically have logs available or even have already taken action to fix the issue. Think of embedding customer context data into different applications you use daily to speed up and improve customer experience on interactions, CRM data, support ticket data, and more.
Machine learning access through the cloud will soon be a reality as well and open a multitude of additional doors for new interactions. Machine learning will soon be able to do things like predict abandon rates and alter routing or priority based on data from the contact center, past caller behavior and current trends. Machine learning would allow systems to recognize issues and take action to automatically add agents you've defined during high call volume scenarios before service level has fallen below normal alert levels.
Using this data across platforms to make more intelligent routing decisions, and streamline the overall customer and agent experience is going to become the de facto way of powering customer interactions.
What do you think could be accomplished with cloud APIs?