Problem Statement
Today’s CcaaS (Contact Center as a Service) need to have latest and detailed information about their customers, who are the users (i.e., the product companies) –
- their products, their services, their capabilities, their feature sets,
- the products, the services, the capabilities, and the feature sets that have been sold to their buyers and their subscribers,
- real-time, detailed-to-the-second mapping information about the consumption, utilization and even the non-utilization of the products, the services, the capabilities, and the feature sets that the buyers and subscribers bought from the product companies.
Without this run-state information and this real-time capability the CcaaS platform will not be able to provide valuable information for customers to deliver Customer Success and the Customer Experience during reactive and proactive situations. It will be impossible to deliver early warnings to the buyers and the subscribers, and thereby stay highly proactive given tribal knowledge or physical printouts or physical notebooks will not provide the needed agility during critical situations.
NIVRT Solution Approach
NiVRT is incubating a unique solution approach as part of its turnkey-outsourced Managed Service called EXPERIENCESUCCESS. NiVRT is conceptualizing and building capability called –
“Know Your Business” (KYB™), as part its CcaaS platform journey.
NiVRT will operate EXPERIENCESUCCESS service with the KYB capability for all its customers and their buyers and subscribers leveraging its foundation of – “Customer Success out-of-the-box”.
- KYB will be a key capability during any type of reactive incident – product incidents, escalations, troubleshooting, change management, etc.
- KYB will also be a key capability to stay proactive – with always real-time information and thorough familiarity with the ecosystem of products, its feature sets, and services, its implementations, its usage, etc. to provide robust relationship driven outcomes for Product companies and their buyers and subscribers.
KYB Solution Requirements
Multi-tenancy will be a must have feature in KYB solution architecture where a single instance of cloud service or software runs to serve multiple tenants.
- Each tenant needs to have its customer, their subscriber, their buyer data, and that data is to be isolated from other tenants.
- The multi-tenant architecture will help EXPERIENCESUCCESS service run by NiVRT to provide better ROI for organizations, as well as accelerate the pace of maintenance and updates for tenants.
- Single Sign On, High Availability, Elastic Infrastructure, Data Security, Application Security remain underlying attributes of multi-tenancy.
KYB solution architecture needs to be well Connected with product companies’ attributes like detailed product definitions, services definitions, its feature sets (current and future), its subscribers and buyers and more.
- This will enable NiVRT to provide fast, best experience and success for its customers. This attribute gathering must be auto provisioned.
KYB solution architecture needs to be Intelligent-Self-learning, self-maintaining and so on across attributes from the product companies and their subscribers and buyers. This solution-capability will need AI strengths.
Next Steps
NiVRT team is currently working with educational institutes to arrive at a comprehensive architecture based on AI and related advanced technologies to KYB capability.
Next Steps
NiVRT team is currently working with educational institutes to arrive at a comprehensive architecture based on AI and related advanced technologies to KYB capability.
