What Are the Categories of CX Solutions?
Contact Center as service
Contact Center as a Service (CCaaS) is cloud technology that provides businesses with contact center infrastructure that may include capabilities such as automatic call distribution (ACD), interactive voice response (IVR), contact routing and queuing, and outbound dialing.
Unified Communications as service
Unified Communications as a Service (UCaaS) is cloud technology that provides businesses with a communications infrastructure that may include capabilities such as enterprise telephony, meetings (audio, video, web conferencing), unified messaging, instant messaging, and presence, mobility, and communications-enable business processes.
Customer Relationship Management (CRM)
Customer Relationship Management (CRM) is technology for managing a business’s interactions with customers and potential customers. Common capabilities may include contact management, lead management, sales forecasting, file and content sharing, and dashboard-based analytics.
Customer Engagement Management
Customer Engagement Management is technology that enable businesses to manage, analyze, and optimize their customer journeys. Common capabilities may include digital self-service, multichannel customer support, social media management, customer engagement analytics, and content personalization.
Workforce Optimization
Workforce Optimization (WFO) and Workforce Engagement Management (WEM) are technologies that provide businesses with functionality that may include recruitment and onboarding, interaction evaluation (quality assurance) and improvement (coaching and development), time management, forecasting and scheduling, assistance and task management, metrics analysis, recognition management, and voice of the employee.
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Business Intelligence
Business Intelligence technologies enable businesses to effectively curate, understand, and act on the data that’s collected across all their systems and customer interactions. Examples of CX Business Intelligence solutions include analytics (speech, text, or screen), voice of the customer/surveying, and data visualization.
Business Process Outsourcing
Business Process Outsourcing (BPO) is a practice in which a business contracts with an external service provider to perform an essential business task. Commonly outsourced CX functions include customer service and contact centers, marketing, research, and sales.
Customer Journey Orchestration
Customer Journey Orchestration is technology that learns, understands, and orchestrates customer conversations and journeys across all interactions and organizational silos. Common reasons that businesses leverage journey orchestration technology include customer acquisition, sales enablement, revenue optimization and retention, service, and support.
Automation
Automation technologies enable businesses to move predictable and repetitive tasks into a medium that eliminates or reduces the need for a live person to support the task. Examples of CX Automation solutions include self-service, real-time guidance, robotic process automation, predictive dialer, virtual agent, bots, payment processing, translation/transcription, and knowledge management.
