One Platform
What is One Platform?
There is no single application that delivers all the functionality required to deliver an optimal agent and customer experience. Instead, organizations can opt for one platform for all interactions and channels that provides a single view into all integrated applications, systems, and databases. This strategy is cost-effective and offers the flexibility required for a changing customer landscape and evolving business needs.
The one-platform approach is a strategy for the contact-center technology stack. Rather than looking for a single application that does everything, an organization uses one platform to handle all interactions and channels and to bring its other applications, systems and databases into a single view for agents.
The appeal is simplicity for the people doing the work. Agents see one workspace instead of switching between tools, administrators manage one environment, and new channels or systems can be added as needs change. When weighing this approach, buyers usually consider how well the platform integrates with existing systems, how flexibly it can be extended and how its cost compares with maintaining many separate tools.
Related: Single agent desktop, Integrations, Omnichannel agent desktop, Totalix, the current platform.