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Composability At The Core Drives Innovation At The Edge

Kuntal Shah, Director - Engineering, Avay

Kuntal rose from the Head of Customer Support at AGC Networks to a Manager System Engineering at Avaya India, all the while garnering a formidable reputation among colleagues, partners and customers as a technical guru.

Shifting consumer and employee values over the past year have created an impetus for organizations to change how they do business.

According to The Life and Work Beyond 2020 study commissioned by Avaya, 71 percent of consumers claim that customer service problems now negatively impact their wellbeing, while almost half of the employees (46 percent) prefer to work remotely or at least be given the option and tools to do so. The research shows that an in-creased focus on wellbeing, a drive to inject humanity into the customer experience, and a preference for hybrid working are the three major trends driving life and work beyond 2020.

Organizations’ Response
Organizations are responding to these trends by creating ‘Total Experience’ strategies, defined by Gartner as one of the top strategic technology trends for 2021. The idea is to do away with traditional concepts around channels, and instead

reimagine customer and employee journeys to create effortless experiences across touchpoints.

However, many businesses remain trapped in the technical debt of inflexible, monolithic systems, and they’re finding that they need technologies that enable them to ‘compose’ experiences across these journeys.

This is where Communications Platform as a Service (CPaaS) comes in. CPaaS enables organizations to rapidly innovate to address a wide range of use cases. It provides a layer that accelerates the pace of innovation on top of monolithic on-premises or cloud communications infrastructure. It connects them with the latest API-driven cloud-based capabilities, that they can then use to compose new experiences.

It's no wonder, then, that experts say by 2023, 90 percent of global enterprises will leverage API-enabled CPaaS offerings as a strategic IT skill set to enhance their digital competitiveness, up from 20 percent in 2020. CPaaS is at the core of the compos-able enterprise vision. If Unified Communications as a Service (UCaaS) delivers best-of-breed building blocks in the area of employee experience and work automation, and Contact Center as a Service (CCaaS) enables the creation of unforgettable multi-experiences, CPaaS is the force multiplier that can truly enable a Total Experience strategy across the enter-prise.

CPaaS can be combined with CCaaS technology to orchestrate an entire customer journey – adding “wow” experiences that are composed ‘in the moment’. Alternatively, building applications such as workstream collaboration on top of CPaaS enables them to be adaptable and future-proof.

Our customers also like that CPaaS is easy to scale and is cost effective, as they only pay for the services they need when they need them.

And since many businesses don’t have application development resources, it is important forCPaaS vendors have apps ready to be quickly customized and deployed. Instead of requiring time and resources building applications from a set of APIs, CPaaS enables businesses to spend a fraction of the time simply personalizing pre-built applications.

In a rapidly changing world of increasing customer expectations, companies must be able to adapt quickly. CPaaS enables businesses to wrap their business value around each of their customers. It gives them the flexibility and power to deliver the experiences each customer wants when they want them, so that they stay satisfied loyal customers.

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