Why Every Organization Should Be Composable – CIO

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Avaya is reimagining digital communications with innovation that defines the future of work and customer experience. Avaya’s OneCloud platform empowers organizations to deliver experiences that matter
Today’s leading brands understand the importance of being able to quickly launch and safely experiment with products and services that create unique experience and revenue opportunities. This is how Uber went from a simple ride-hailing company to a full-fledged services provider. It’s how Facebook, err, I mean Meta, went from a minimalistic networking site to the world’s biggest social media platform pulling in over $80 billion in annual ad revenue. Many other features, like the site’s iconic “like” button and emoticon reactions, emerged years down the road out of data-driven experimentation.  
The greatest companies are unafraid to try, fail, and try again to continually create value for those who have stake around their business. This requires the need for composability. Leveraging open, agile business architecture, composability allows companies to break down bulky, monolithic applications into discrete components, each of which can then be built, scaled, and maintained independently. Computing, storage, and networking resources are freed from their physical locations and instead managed by software via a web-based interface. Data center resources become as accessible as cloud services, enabling users to rapidly reorient, rearrange, and respond.
According to Daryl Plummer, VP, Distinguished Analyst & Gartner Fellow, “Composable business is a natural acceleration of the digital business that organizations live every day. It allows organizations to finally deliver the resilience and agility that these interesting times demand.”
Why composability is so important:
If leaders fail to recognize this need for change, their organization risks becoming obsolete. While other businesses are tethered to a legacy vendor’s roadmap or stuck waiting for their next system upgrade, composable businesses are prepared for disruptive change and can exploit that disruption using modular technologies that are flexible, fluid, and continuous. They’re able to quickly bring new offers to market, test those offers fast and cheap, get valuable feedback, and adjust as needed.
Think about the emerging experience needs within the contact center: effortless self-service, agent augmentation, interaction insights, smart pairing…far more than what one vendor alone offers today. Composable business architecture supports an open application ecosystem in which companies can pick and choose from best-of-breed innovations, from vendors that offer various API “building blocks” that help build the exact experiences they need.What’s cool is that with composability, you don’t have to buy every individual “block.” Instead, you can buy pre-built kits that act as basic frameworks and then build onto them as desired. Avaya’s Steve Forcum does a great job highlighting this story here. Virtually anyone can foster innovation using these APIs, not just the developer community.
Almost two years into the pandemic, organizations continue to struggle with customer connection and departmental siloes. Composable businesses can move more quickly through discovery, evolving and continually optimizing experiences for their customers, employees, and teams to drive satisfaction and loyalty when it’s needed most. They can build the exact kinds of workflows different departments need to help them achieve their specific objectives, and they can continue to readjust to evolving customer preferences.
Avaya has created a huge fusion team called Experience Builders that consist of developers, partners, and domain experts to help customers create their own purpose-built solutions. “Fusion team” is a term recently coined by Gartnerthat took off post-pandemic, simply referring to the fusion of the right people with the right – or in this case new – technologies and expertise to create new value or solve specific problems.
In today’s experience economy, composability is now the starting point for bringing viable new offers to market that differentiate your organization and turn your stakeholders into loyal advocates. You can learn more about the concept of composability here. If you want to take this a step further, check out Avaya’s free, two-hour Customer Experience Assessment Workshops where you can gain a better understanding of composability and the value it provides your organization.
Click here to learn more and register.
Copyright © 2021 IDG Communications, Inc.
Copyright © 2021 IDG Communications, Inc.

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