June 1

Technological innovations that could change CX

A leading tech company unveiled several new technological developments that could significantly improve CX design, analytics, and collaboration. 

Some of these developments will optimize existing development processes, while others could change the state of CCaaS operations. 

What are the latest developments that drive the industry forward?

For example, a prominent leader in the tech industry revealed several useful developer tools that aim to reduce the burden on IT teams by expanding self-service capabilities. This would allow them to develop custom features that enable organizations to build useful business processes that can be executed by non-technical personnel and help improve productivity while also reducing dependence on technical personnel.  

Moreover, new OpenAPI services, such as the neural processing developer kit provides tools for model conversion and execution APIs for targeting core operations with better power and performance. 

Furthermore, there is also the GitHub Copilot, which offers recommendations for improving existing code, allowing CX engineers to make quick improvements to a CCaaS with minimal disruptions to platform stability. 

However, there is also technology that could genuinely change how CX operates. There are Microsoft Power Apps, which can develop code from pictures, meaning that IT teams may quickly transform images, documents, and hand-drawn sketches. 

This would allow developers to expand the functionality of a CCaaS vendor by digitizing paper forms and simplifying cumbersome customer processes that could exist. 

What does this say about the CX industry?

Technological developments in the CX industry indicate that developers make CCaaS use more enticing by eliminating bottlenecks during the user experience or expanding its functionality so that agents can do more without increasing their workload.

This indicates that the CX industry is heading in a new direction and are prioritizing efficiency and ease of use over complex operations. 

A leaner, more efficient CCaaS platform would allow organizations to reduce the cost of operations while also doubling productivity. Hence, to accomplish these two goals, CX organizations are working with some of the prominent tech leaders in the world.

For these reasons, it is possible that the CX industry will be dominated by the largest tech companies in the world over the next few years because they have the technological capacity and skill set to support vendors in their endeavor while also making their CCaaS offerings. 

Regardless, it will be interesting to see how the CX industry will continue to evolve in the future.

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