If you’ve been following my blogs lately, you’ll see I have been talking a lot about composability. In short, composability is the concept of using modular technologies to autonomously build your own custom, flexible products, and services. Unlike proprietary, monolithic software – which tethers you to a legacy vendor’s roadmap – you can move more quickly through discovery and gain the agility needed to continually evolve and optimize experiences.
But what do these experiences look like? How can composability be used to create more value for those who have stake in your business? If you haven’t yet, I recommend reading the first and second blogs in this series to gain a better understanding of the evolution from monolithic software and what composability means. With that, let’s look at some valuable use cases.
- Appointment scheduling
Sending appointment reminders is a low added value and time-consuming activity for customer care professionals. This is a challenge across multiple verticals including healthcare, financial services, and government. Organizations can use a cloud-based, AI-enabled appointment scheduling service – via the power of composability – to automatically send appointment reminders across various channels including voice, SMS, social messaging apps, and webchat. This integrates with various CRMs and company applications and for healthcare organizations is also HIPAA compliant. The results: fewer missed appointments, customer service cost savings, and more time for agents to focus on customer care.
Olmsted County in Minnesota deployed Avaya OneCloud – our composable communication architecture platform – during COVID-19 to create a contactless, virtual waiting system for citizens needing to take care of basic tasks like driver’s license and passport renewals. Automatic notifications are sent to remind people about their appointment, their expected service timeline, and when to enter the building to meet with an employee. Learn more here.
- Automated transactions
As interaction channels and the volume of those interactions continue to grow, organizations have no choice but to leverage the power of automation to streamline basic, repetitive tasks like ordering, reordering, bill payment, and service changes to curb long wait times, reduce contact center costs, and allow agents to efficiently focus on processes. Cloud-based, AI-enabled automation once again can be used for simplifying these recurring transactions across the channel of the customer’s choice, with HIPAA, PCI, and GDPR compliance as needed. Composability makes it easy to create workflows integrated with company applications and data bases.
One Avaya customer – a leading provider of home respiratory services and medical equipment – replaced its legacy outbound dialer with Avaya composable solutions to notify and request responses for approximately 10,000 customers for product reordering. Results are automatically uploaded in the ordering system. The company was able to automate more than 3 million calls per year as a result, dramatically increasing reorder rates and revenues.
- Emergency response
Composable solutions can be used to create one seamless, integrated emergency notification system that supports multiple different channels including SMS, email, social media, and even digital signage. Whether it’s a city needing to update citizens about a transportation shutdown, or a school needing to inform students and teachers about an active shooter, users can ensure fast and reliable communication with multi-language support and automated translation. The service is highly scalable, HIPAA, PCI, and FedRAMP compliant, and can be implemented in a matter of days.
Texas-based Round Rock Independent School District implemented Avaya OneCloud to create an emergency notification solution that could meet the specific needs of its nearly 50,000 students and 7,000 staff members across 55 school buildings. The district can instantaneously send alerts to keep students, faculty, staff members, and visitors protected and safe. Learn more here.
- Pandemic & vaccine management
Whether it’s Contact Tracing and Case Investigation, vaccine information distribution/administration, or handling rising call volumes related to COVID-19, composability allows organizations to meet their various pandemic and vaccine management needs. Users can improve information access with tailored communications to the individual user, free up staff with process automation, and scale as needed with high agility and flexibility – all while meeting compliance requirements like HIPAA.
Harris County, TX created a cloud-based notification solution as part of their Case Investigation and Contact Tracing program using Avaya OneCloud. At its peak, the county was recording upwards of 1,800 new positive cases per day. Avaya and the county launched the solution within a matter of days, and the department uses it to proactively engage with and collect data from thousands of residents daily via automated outbound voice calls and SMS notifications. Overall, the solution has enabled the county to improve COVID-19 investigations by 25%. Learn more here.
- Curbside pickup
Automation and self-service around curbside pickup have exploded since the start of COVID-19. A 2020 study found that 85% of shoppers have increased curbside pickup since the pandemic began, and 80% expect to increase their use of curbside pickup post-COVID. Curbside pickup allows retailers to avoid shipping and delivery charges, get orders fulfilled sooner and with higher predictability, and create an overall more convenient and frictionless customer experience.
Using the power of composability, retailers can create a cloud-based virtual agent solution that can take customer orders, send automated notifications on order status, and escalate to a contact center agent or store employee by voice or SMS if needed. They can even send automated customer satisfaction surveys. The results: new revenue streams, employee workload reduction, and higher customer and employee satisfaction in a new world of contactless service. Learn more here.
With composability, the possibilities are virtually endless. Engage with an Avaya Experience Builder team member for a free, two-hour Customer Experience Assessment Workshop to solve your company’s most pressing needs. Click here to learn more and register.