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Microservices are an approach to application architecture in which modular components are connected through APIs or other protocols to replace a single, large application. Even now, they’re revolutionizing unified communications (UC) and the Internet of Things (IoT) by allowing each module to become part of the main application, preserving the flexibility to be developed, maintained and modified individually.
This approach yields numerous benefits, especially for communications and collaboration needs. With microservices, organizations gain access to a richer selection of cutting-edge tools, ready to be integrated with their IT architecture and communications solution.
Given these advantages, it’s no wonder that microservices are growing in popularity. A recent survey found that almost all the application development stakeholders interviewed believe microservices will become the primary approach for enterprise application development within their companies. An astounding 86 percent believe this transition will happen within the next five years.
UC and IoT are two areas in which microservices create new possibilities. For example, organizations can enhance business communications and processes with the latest advanced web services and integrations.
Opening new doors for UC and IoT services
Given the rate at which technology changes, even cutting-edge unified communications solutions may not offer the latest features or functionality. As advanced capabilities are developed, organizations may face extended cycles for building, testing and adopting them.
But microservices offer a way to reduce time-to-market for new communications and collaboration abilities. They also make it possible for organizations to connect to IoT and take full advantage of the latest advances in sensor development.
As a result, microservices can have quite an impact. Here are just a few of the ways organizations benefit.
Agility: Businesses are able to develop and deploy new services individually. For example, microservices make it possible for companies to add advanced video conferencing with ease and adjust and fine-tune services that aren’t meeting expectations. As users’ needs change, the IT team simply modifies an existing service or creates a new one. Upgrades are also less risky, so it’s possible to add a new service without negatively impacting all communications.
Speed of delivery and innovation: A UC system built on microservices constantly evolves, providing the latest features and functionality. Thus, it’s easier for IT teams to deploy and test new IoT connections, reducing to days what would have taken weeks or months in the past.
Horizontal scaling: If you need support for additional voice calling, for example, microservices allow you to create new copies of the call control service rather than the entire application. There’s no need to deploy more infrastructure on the back end. And, since IoT sensors and devices constantly change, there’s greater flexibility to roll out upgrades cost-effectively.
Customization: Microservices enable businesses to design their UC or IoT platform to their precise needs by selecting the services that add the most value.
Elevating the customer experience
The use of artificial intelligence (AI) in the contact center is just one example of how microservices create new and exciting business opportunities. Microservices make it possible for businesses to integrate AI applications that enhance the customer experience, improve resolution rates and optimize operations.
Intelligent chatbots: It’s cumbersome and time-consuming for humans to write chatbot scripts. Fortunately, AI and machine learning simplifies the process. With this type of microservice, chatbot implementation takes days, not months, and it’s more accurate too. Through natural language processing (NLP), the intelligent chatbot understands what your customers are saying without the need for specific terminology and then taps into your company’s knowledge base for the answer.
Real-time coaching: Live agents only take calls the virtual agent cannot handle. However, after a seamless handoff, the AI stays in the conversation, helping the agent with research and coaching to make them more effective and accurate. This real-time assistance from intelligent chatbots improves the success rate of future interactions, as well as the overall customer experience.
Actionable insights: Real-time analysis of why customers are contacting you provides valuable insight into areas needing improvement. This means the focus of your contact center shifts from agent efficiency to customer satisfaction. Enhanced agent and customer support and more personalized, relevant customer interactions create a completely new type of customer experience that sets you apart from the competition.
Microservices make it possible for businesses to stay ahead of the curve by powering UC and IoT with the latest in innovative technologies and features. They have the potential to transform communications and collaboration across the enterprise – and will give an advantage to businesses that get on board early.
