An API Love Affair or The Best Customer Relationship/Support Software in The World

An API Love Affair or Playing With The Best Customer Relationship/Support Software in The World

Prelude: 2016’s been hectic and full of learning. So much, or so i think, that i have decided to try the following “blogging approach”. It isn’t about finding topics to write about. It’s about writing, period. What if instead of waiting to have a fully written blog article one could share its core structure? Could readers contribute and writers of course come back to it at any time? Here’s how this experiment could look like [#draftBlogging]:

Love at first sight. It happens at the cross roads between Product, Marketing & Business:

  • This is where the magic happens or so i believe:
    1. Product Development & Management
    2. Product Marketing via Custom Live Demos or Screencasts
    3. Technical & Functional PreSales Support for Business Dev
The crossed roads between Product, Marketing & Business
The cross roads between Product, Marketing & Business: A creative Space to Play Ball & Make it Happen.
  • Why this draft-blog?
    • For the past 6 months i have been working with incredible software that is changing the world.
    • Changing the world is cool. So, to jump in that wagon, one needs to re-think how, as a cloud based SaaS company, one will be able to find its place in the champions league.
    • This is the story of how this is happening from my window, along with my current employer.
    • This story can be summed up in 3 letters: did you guess them? 🙂 Yes! That’s it: API.
    • But before getting all hyper about this: a lil’ recap (#personalOpinion & professionalExperience)

The CRM & Customer Service Software Champions League:

  • Salesforce
  • MSD CRM
  • Oracle Service Cloud
  • Pega Systems
  • Zendesk
  • And a Friend, of all of them 🙂
Odigo integrates seamlessly & natively with each and everyone. Don't know Odigo? Let me know.
Odigo integrates seamlessly & natively with each and everyone. Don’t know Odigo? Let me know.

 

Perhaps or at times “Coopete” but for sure Complement & Complete:

  • In general, the champions league will hold or would like to push:
    • Traditional email channel
    • Social, Live Chat, Knowledge Base, Community Capabilities
  • Where to excel while complementing?
    • Traditional voice channel: realtime, difficult telco channel to manage where in fact, the volumes still remain
    • Strategic traditional channel: SMS
    • Strategic digital channel: Rich Video
    • Media blending routing intelligence? Jackpot!
  • Same product, same use cases, different “clothing”: the beauty of APIs and Web Dev!
Mechanics of course. Graphics as well.
Mechanics of course. Graphics as well.

Integration: the days of “mechanics only” are gone

  • No longer would it work to have the solutions just “talking” to each other.
  • No longer will iFraming work.
  • Yes you are right: both points above still work and are widely used. So what?! 🙂
  • “Le nerf de la guerre est”: l’API, integrate what’s needed when needed.
  • Batman vs Superman? Yup, i’m sure you see it as well: but change takes time!
A classic battle or ongoing & smooth transition
A classic battle or ongoing & smooth transition?

APIs for grandma: because i dont always need the full set of cutlery

  • APIing just what i need: SMS example. 
  • This point almost deserves its own blog post. Don’t you think? I do 😉
  • Meanwhile: try the Odigo SMS API demo.
"API_aaS": The beautiful & simple example of the astonishing SMS channel
“API_aaS”: The beautiful & simple example of the astonishing SMS channel

What’s exciting [me] about all of this?

  • Creating Transparent integration
  • Delivering UX Driven integration/dev
  • Positioning an agnostic product (“David”) with the Goliath[s]
  • Software is/should-be [an] ever changing & modular API.
Odigo CRM Service Lines: A new & really cool endeavour!
Odigo CRM Service Lines: A new & really cool endeavour!

It all sounds wonderful but, any potential concerns? And then, a quick Wrap Up:

  • We’re always running… [BUT!] Design takes time, UX takes just about the same. DO TAKE THE TIME
  • Crafting digital experiences with partners and aggregating clouds does not happen on a blink. #backTo1
  • Theory: build an API that easily “plugs & unplugs” to the for sure changing platforms & infra. Practice: None trivial.
  • Building your own product whether proprietary or via aggregation on top of APIs is a clear and key [new] business driver.
  • It’s not only about B2C, B2B, B2B2C anymore. B2D: here we go!

Thank you.

 

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