It’s difficult to justify the need for enterprise composability when things are business as usual. Employees travel to the office. Contact center agents take calls. Businesses operate the same as they have for years or even decades. It was only until the unthinkable happened that organizations were forced to rethink everything they do and how. Brands across every industry had to rapidly accelerate efforts to improve communication and collaboration to modernize operations, enhance customer engagement, and support a more mobile, digitally enabled workplace. Enterprise composability became essential nearly overnight.
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A composable business model encompasses a mindset, technology, and processes that enable organizations to innovate and adapt quickly to meet every changing business need. You can use what Gartner refers to as packaged business capabilities that enable you to deploy low-code services in minutes with no developer involvement (ex: Avaya Virtual Agent) or build your own custom solution by adding onto what you already have (ex: embed chat into your company’s website to make it easier for customers to do business with you).
In Omdia’s June 2022 “Future of Work Survey,” 37% of companies believed a “lack of capable technology and IT infrastructure,” and 34% felt “employee resistance to adoption/change” were the most significant barriers their organization faces to achieving successful outcomes from digital workplace investments. Organizations need to adopt a composable approach to maximize the return on their investments, an investment that does not force employees to change their workflow to fit the tools but a platform that adapts to suit their workflow.
Here’s why the future of business will be driven by cloud-based, composable innovation…
- Hybrid work is the new norm
Sixty percent of remote-capable employees recently polled by Gallup said they prefer a hybrid work model for the future. Several studies conducted by Avaya confirm this shift across multiple industries. Over 60% of banking employees told us they would like a hybrid work model and agree hybrid work is better for their well-being and happiness. Sixty-five percent of employees at media and entertainment companies agree.
Companies looking to go hybrid must ensure purposeful and consistent employee experiences regardless of location (at home, in the office, and every possible combination in-between). A composable foundation allows them to build personalized communication experiences on a case-by-case basis, solving for hybrid-specific use cases that a single, generic cloud application simply can’t do.
- Business communications are changing to deliver the total experience
The customer experience is about more than picking up the phone and having an ad-hoc interaction. We now live in an Experience Economy in which basic activities like eating, shopping, and driving are multifaceted and personalized thanks to AI, automation, and data analytics. We can order food through a smart mobile app and have it delivered straight to our door. We can communicate with an intelligent virtual assistant to book a hotel room or do our banking. Business experiences have evolved past what proprietary, on-premises communication systems can do. Composable innovation evolves beyond ad-hoc interaction to deliver complete, well-designed experiences using a platform approach and technologies from an ecosystem of specialized partners. You can experiment to deliver cutting-edge service experiences that add customer value and lock in loyalty.
- The employee experience is essential
Organizations need to consider the total experience of their employees just as they do for their customers. The composable enterprise has everything they need at their fingertips to build personalized experiences for their workers by adding calling, SMS, MMS, video, and more to virtually any kind of app. For example, you can add calling to your sales app so your salespeople can follow up with leads directly while simultaneously viewing account info. Or you can add conferencing to your project management app to create more immersive team collaboration. The ability to compose personalized employee experiences is game-changing for productivity, retention, and brand perception.
Enterprise composability is not a trend. It’s the bare minimum for competing in today’s Experience Economy.
In addition to our award-winning Avaya OneCloud CPaaS, Avaya is unique in that we have Avaya Experience Builders. This community of development expertise gives companies all the resources and support they need to bring their composability ideas to life. Using Avaya OneCloud CPaaS and Avaya Experience Builders, companies have created AI-enhanced digital teaching and learning platforms, innovative telehealth solutions, virtual automotive showrooms, and more.
The future of business is enterprise composability, and Avaya is leading the way. View the infographic by Omdia Research about the market landscape for the composable enterprise. See how we can help you bring your ideas to life.