Legacy CCaaS providers usually fall into one of two categories :
1 . Traditional CCaaS . Reliable inbound and outbound platform tools , but underpowered with regards to data , testing , and implementation .
2 . “ Developer ” CCaaS . Malleable , customizable , backend-only software that requires a heavy lift from engineers to implement and update .
In general , legacy CCaaS platforms put an unnecessary burden on humans — your agents , engineers , and customers — without providing you with the data and knowledge needed to continuously evolve with and beyond customer expectations .
THIS IS WHAT MODERN CX PLATFORMS MAKE POSSIBLE — ALLOWING YOU TO SCALE MORE PERSONALIZED OUTREACH , WITHOUT HIRING A SINGLE HUMAN , OR NEEDING ANY INTERNAL ENGINEERING HELP .
THE LEGACY CUSTOMER EXPERIENCE
The customer experience you produce with legacy platforms is driven by frequent outreach and heavy script usage . It ’ s non-personalized , it ’ s repetitive — it becomes intrusive .
In order to hit revenue goals with a legacy CCaaS provider , your outreach probably looks something like this :
Day 1 : Camille gets a non-personalized pre-recorded phone call reminding them their renewal is approaching . No answer .
Day 2 : Camille is sent an SMS that reads similar to the previous call script . They respond seeking more info . Your SMS bot sends a link to your FAQ page . No further response .
Day 3 : The same pre-recorded call , the same script as Day 1 . No answer .
THE CUSTOMER EXPERIENCE MADE POSSIBLE BY MODERN TOOLS
Now , imagine you ’ re able to stay under budget with outreach that looks like this :
Day 1 : Camille gets a personalized AI SMS that their renewal is approaching , with links showing 1 ) how their specific plan has changed in the new year , 2 ) a statement recapping the ending year ’ s plan usage , and 3 ) a link to their login portal where they can renew their plan .
Camille responds asking what action needs to be taken to remain on the same plan .
Your AI responds , stating the plan will be renewed if Camille simply confirms over text that they ’ d like to do so . Camille responds , “ yes , please do ,” and the plan is renewed . Simple . Clean . Thoughtful . Thanks to your data , you knew that Camille only responds to SMS . Thanks to AI , you could reach out with hyper-specific , personalized , actionable links . No human agents needed . No engineers needed . This is what modern CX platforms make possible — allowing you to scale more personalized outreach , without hiring a single human , or needing any internal engineering help .
WHAT MAKES MODERN CX TECH SO MUCH BETTER ?
Painting the picture of legacy CCaaS Teams using legacy CCaaS are left tracking to volume as their key metric . Dials , connections , time on call — emphasizing dial quotas rather than the quality of customer engagements .
• Tooling : Legacy CCaaS has robust basic functionality for inbound and outbound outreach , but limited campaign management and no auto-incorporation of customer data .
“ Developer ” CCaaS tools are much more customizable than traditional CCaaS , but lack interfaces , and require significant investment from engineering .
• Automation and AI : Traditional CCaaS is very limited , providing basic IVR functions like pre-recorded messages , menu-based routing (“ Press 1 for …”), call queuing , and automated callbacks . “ Developer ” CCaaS has moderately customizable AI functionality , but requires engineering involvement every time changes are made , making for slow and complex implementation .
Day 4 : A phone call from a human agent , and an email that reads similar to the previous SMS . No answer to either .
It ’ s a lot of noise for an interaction that should be simple , and it doesn ’ t exactly scream , “ we care about you as a customer .”
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