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What Is Low Code
Contact Center Automation

Begin a CX revolution with low code automation

What Is Low Code Contact Center Automation

Low Code Contact Center AutomationContact center automation is the practice of simplifying a live customer interaction by automating as much of a process as can be and should be automated.

When contact center automation is done right, it results in a streamlined customer interaction. The customer feels that they are being assisted either in self-service mode, or in an assisted-service mode, wherein the customer may have engaged a contact center agent.

Borrowing best practices from digital process automation and robotic process automation, contact center automation aims to hyperautomate the contact center operation end to end. It fully embraces conversational AI and multiexperience as well to automate all forms of front office interactions between customers and businesses.

Customer operations leaders are looking for ways to simplify how they connect with customers, empower their employees, orchestrate processes, and drive continuous improvement through continuous intelligence. Contact center automation helps business leaders in their pursuit of customer service excellence by overcoming typical systems and process disparities that are particularly prevalent in the contact center and customer experience ecosystem.

Deliver Multiexperience
Multimodal Intelligent Virtual Agents
Empower your Employees
Real-time Agent Assist & Unified Desktops
Hyperautomate the Experience
End to End Contact Center Automation
Make Intelligence Actionable
Advanced Analytics & Knowledge Automation
Reimagine CX With the Power of Automation

As the contact center experience and overall customer journey both evolve, organizations have more opportunities — by way of digital channels, advanced automation, platform integration, cloud-based systems and more — to support their agents and provide higher-quality services and support to their customers.

Given the rich and diverse technology stack used by customer operations organizations, automation comes in handy to harmonize disparate systems and elevate the customer experience and operational excellence in weeks.

Low Code Contact Center Automation Software

It is the norm today to build processes and experiences in systems of record (e.g. CRM platforms) and systems of engagement (e.g. Contact Center platforms, Digital Engagement platforms, etc.).

By bringing a low code approach to your customer operations game, you get to harmonize your existing systems and elevate your customer experience and employee experience using best of breed conversational AI and automation capabilities. The best part is that you get to do so in weeks, not months. Your pace of innovation matters now more than ever as you compete with digital natives who disrupt your space, as well as with well entrenched competitors who are embracing a technology-first mindset. Low code automation helps you leapfrog your competition and win the race for customer intimacy.

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The Modern Contact Center Is Drowning In Complexity

When contact center leaders were asked what prevents them from running their dream contact center operation, they cite the same reasons year after year – lack of technology integration closely follows lack of budget.

Here is a snapshot of the customer experience tech stack as it becomes rich and diverse year after year.

customer interaction management landscape
Now, how on earth could you have enough budget to integrate these technologies to deliver an effortless customer experience? No wonder contact center agents who serve as human middleware are stressing out about showing up to work every day.

contact center automation solutionsIn the previous section we recommended solutions that you can deploy to overcome the biggest blockers that impede the progress of your customer experience transformation.

These solutions come from a variety of domains including digital customer service, intelligent virtual agents, multiexperience, conversational AI, process automation and robotic desktop automation.

Regardless of which solution you choose to launch, it is imperative that you start with targeted use cases and touchpoints and take a test and learn approach.

In the current systems and business architecture, teams and systems operate in silos making it harder to quickly launch solutions, learn something meaningful and then iterate effectively.

3 Ways Complexity Hurts Your Customer Experience

As you embark on your next automation or AI initiative to transform your customer operation, ask yourself these three questions to maximize the odds of building, not just an agile but also an antifragile operation.

customer experience gap

We get it. To engage the always-on customer, you need to engage them on multiple channels, touchpoints, and modalities.

However, are you building these experiences for your customers and customer service employees in silos with different toolkits and different teams?

Implication: If you answered, “Yes”, you are probably suffering from a common organizational ailment called “channel myopia”.

Channel Myopia is a byproduct of aggressively pursuing various multichannel and omnichannel goals over time without the tech stack to harmonize the software development lifecycle and related activities to deliver those integrated experiences. As a result, the tech stack, teams, and the experiences are anything but integrated.
We understand that you need to operate a rich a diverse tech stack to deliver a differentiated customer experience today. We are not suggesting that you rip and replace all your back-end systems and just use a single platform that can serve as the be-all, end-all. Such a thing does not exist.

Nevertheless, have you wondered why integration has always been the hot topic regardless of the CX, EX, AI, or automation initiative you run?

Implication: If you answered, “Yes”, your organization has developed a common condition called “Integration Fatigue Syndrome”.

Symptoms of Integration Fatigue Syndrome include small armies of data scientists, developers, business analysts, data analysts and testers coming together in formations to deliver seemingly simple improvements to the customer experience and employee experience, plenty of work for systems integrators, more statements of work and project delays attributed to integration work that sounds like someone is reinventing the wheel every time you need to put together a cart.
Crawl, walk and run… Test and iterate… Nimble, agile, resilient, antifragile… So goes the list of adjectives and slogans that signify an organization’s intent to be agile and to do the right thing.

How many experiments are you running across your operation to improve your customer experience and employee experience?

Implication: If you answered, “Not enough”, you know that your organization is torn apart in the creative tension between your aspirations and the status quo. Unless you run experiments at scale, it is hard to meaningfully run an agile operation that improves outcomes on an ongoing basis.

These three impediments collectively contribute to the CX Performance Gap we see between 82% who aspire to differentiate on CX and the 12% who do. Contrary to popular opinion, you do not need a sophisticated technology organization or a team of data scientists to help you run experiments at scale.

How to Improve CX In 3 Steps Using Low Code Automation

Design Experiments Using Low Code Tools

It does not matter whether you want to automate your customer experience or streamline your employee experience -- perhaps it is your IVR, a voice bot, a chatbot, or a simple decision tree that automates a process and guides your contact center agents. We have seen how lack of rapid and robust integration can hamper your efforts.

Begin with low code tools that enable you and your team to design a new experience that integrates to your back-end systems and your channels of engagement in weeks not months. “Low code” is all the craze now, and you are certain to hear more about it from several providers. So, make sure you ask your partners how low code tools will help you build and run your dream customer operation.

Measure the Impact on KPIs in Real-time

Hypothesize on ways in which you can improve your KPIs. Test your hypotheses in production using the experiments you have designed. Each experience rolls out with A/B variants. Report on the KPIs for each of those variants. May the best variant scale and amaze your customers and employees.

It is as easy as it sounds when your low code toolkit is also integrated with advanced analytics that tracks user adoption of the new experiences you roll out. With drag and drop tools to design the data model and custom dashboards, your citizen developers and data analysts can help you run experiments and scale your agile operation in no time.

Make Changes Using Low Code Tools, Rinse and Repeat

If agility is the name of the game, are you able to make changes on the fly, test and launch your changes into your production environment without significant delays? Granted, you need a mature governance process for change management. Hopefully, that does not imply statements of work and multiple software development sprints that seem like marathons before you can move the needle on the KPIs that matter to your business and your customers.

Rapid integration to your systems and channels and instant access to real-time analytics is great. Do not forget to check whether you have access to best of breed artificial intelligence and robotic process automation capabilities so that you can assess fit for purpose and optimize your tech stack and solution approach on an ongoing basis.

Recognizing the chronic challenges created by lack of integration across a customer operation and the systems and channels that support it, Jacada has committed to battling complexity in customer operations by devising a low code automation platform purpose-built for automating contact and streamlining contact center operations – essentially unleashing an era of contact center automation.
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