How TTEC Digital accelerates contact center transformation through software and engineering innovation

A few years ago, Deloitte published this startling stat: 70% of digital transformation efforts fail, and even when they succeed, the full transformation process can often take as long as three years to become competitive. 

With these statistics in mind, it’s no wonder so many organizations remain cautious about embarking on the types of projects and initiatives they need to compete in a customer experience era dominated by digital technologies.  

The reasons for failure and stalled value realization are many. Sometimes it’s a lack of a clear vision, or poor change management and adoption strategies. But just as often, it’s because it takes time to fully integrate and customize powerful technologies to meet the specific needs of your company.  

Still, there has to be a better way, right?  

There has to be a way to take industry-leading customer experience technologies and rapidly integrate them with existing technologies, augment them with mission-critical features, and prime them for short- and long-term success. 

This is the very challenge we posed to our own development teams many years ago, and we quickly realized there was something we could do about it. After hundreds of different client engagements, we’ve learned what works, what doesn’t, and what companies need to get their technology investments off the ground. So, we took these learnings, and we codified them in the form of software and digital engineering solutions to proactively address many of our clients’ most common technology customization requests.  

Today, our intellectual property (IP) has grown to include dozens of different solutions across agent desktop, analytics, contact center operations, AI and ML enhancements, and WFM. Each one of these software and digital engineering solutions fills the gap between the powerful technology investments our clients have made and the important ways they want to use them to drive efficiency, contain costs, and increase revenue. Most importantly, every single one of our solutions has its origins in the needs of past clients, which means every solution has been used to successfully solve a real problem — not just a hypothetical one. 

3 ways TTEC Digital IP accelerates CX transformation 

To help illustrate how these solutions serve as the bridge to faster CX transformation value realization, let’s take a look at an example. Our Operations Management Portal is one of our primary software and digital engineering solutions serving the Amazon Connect platform. Over the years, its features have grown and evolved as we’ve continued to learn how our clients want to use Amazon Connect to orchestrate their customer experiences.  

For this reason, it presents a good case study to look at the three ways our software and digital engineering solutions can help accelerate time to value.  

1. Accelerant #1: Easy access to essential features that don’t currently exist in the platform— Calendar management is an important part of operating an efficient contact center. Dynamic, multilingual engagement prompts are crucial for companies with an international customer footprint. Neither of these features is built into the standard Amazon Connect platform. This isn’t because Amazon Connect missed the mark, but rather because it aligns with the builder mentality of Amazon Connect users who would prefer to be able to custom-build the right features for their needs.

   Through many Amazon Connect implementations, however, we learned that there was a small set of additional functionalities the vast majority of our clients kept asking for again and again. Being able to program holiday hours, hours of operation, and emergency closures were some of those features.  By using our OMP, these requests no longer require a custom solution, with a custom budget and long development timeline. Contact centers can add on these essential features instantly – and more importantly, painlessly.  

    

2. Accelerant #2: Enhancing existing features to directly align with key business goals— The main features in this category include a unified admin dashboard and roles-based access controls that allow contact center supervisors to quickly customize the presentation and functionality of tools as needed. These features create a shortcut to platform customization that allows organizations to better support specific roles and measure specific performance indicators aligned to their business – without having to move back and forth between OMP and the Connect console.

   In addition to the single-pane-of-glass benefits of OMP, there are a variety of additional capabilities the solution provides to maximize the full potential of the Connect feature set. OMP’s contact search for example, expands the searchable contact data set beyond the last two years. Another example is the ability to audit every time someone plays a recording, which is not possible with the standard capabilities found within Connect. These features don’t stand-up brand-new capabilities, but they do seek to extend the functionality of existing features within Amazon Connect to better align with the use cases our clients want to deploy.  

    

3. Accelerant #3: Enabling platform users to adapt and evolve their strategy on the fly— One of the biggest drags on productivity and outcomes is the dreaded “phase two.” Once a platform is launched and everything is ready to go, many teams find they didn’t quite get the workflows right the first time. Or maybe they did, but time has passed and now they need to make changes to support a temporary or permanent change in strategy. 

   These phase two projects to revisit the original coding can be expensive and time-consuming — not to mention frustrating. What we’ve learned over the years from our engagements with many of our clients is that there are certain types of configurations that are more likely to need evolution than others. With OMP and Amazon Connect, we found that call flow and messaging flow configurations were two of the most common elements that needed to be revised repeatedly. By adding in custom flow engine capabilities to this experience, teams can continue to evolve their IVR workflows to maximize new upsell/cross-sell opportunities, support emerging customer support events, or position existing chat and voice channels to align with new AI-enabled channels and interactions without needing to engage in-house or partner technical resources.   

Together, these seemingly small solutions can all add up to big budget and time savings — helping make your organization’s CX transformation just a little bit more effortless and hopefully a lot more successful.