In today’s rapidly evolving business landscape, providing exceptional customer engagement is no longer a luxury; it’s a necessity. Companies are constantly seeking innovative ways to connect with their customers, whether through traditional channels like phone and email or modern solutions such as chatbots and video conferencing. When it comes to selecting the right customer engagement solution, organisations often face a crucial decision: to buy an off-the-shelf solution or to build a custom one. In this blog post, we will explore the merits of each approach and hear from industry experts to help you make an informed choice.

The Builder’s Approach: Amazon Connect

Builders, as the name suggests, are organisations that prefer to build their own customer engagement solutions tailored to their unique needs. One of the leading options in this category is Amazon Connect, a game-changing cloud-based contact centre solution by Amazon Web Services (AWS).

Daniel Solomon, CEO at Omningage, a customer engagement technology company, highlights the appeal of a builder’s approach: “Amazon Connect offers businesses the flexibility to create a contact centre that aligns perfectly with their specific requirements. This is particularly valuable for enterprises with complex needs or those seeking a competitive edge through customisation.”

Builders can leverage Amazon Connect’s suite of tools and integrate it with a multitude of AWS services, harnessing the immense potential of AI and Machine Learning to provide fully customised customer experiences through various channels and touchpoints. The ability to customise every aspect of the solution ensures that it caters precisely to the organisation’s needs, fostering a unique and often more efficient customer engagement process.

The Buyer’s Approach: Cisco Webex Contact Centre and CXone by NICE

On the flip side, some organisations prefer to take a buyer’s approach by selecting off-the-shelf solutions like Cisco Webex Contact Centre and NICE CXone. These solutions are proven and tested and come with a range of features designed to meet the needs of a broad audience.

Jonathan Charlton, Customer Engagement Solutions Director at Natilik, a technology solutions provider, shares insights on this approach: “Off-the-shelf solutions are a great choice for companies that require rapid deployment and are wary of short IT skills in-house. Cisco Webex Contact Centre and CXone by NICE are excellent options for those organisations that prioritise simplicity and scalability.”

Buyers appreciate the convenience and time savings offered by off-the-shelf solutions. These platforms often come with pre-built integrations, advanced analytics, and ongoing vendor support, making them ideal for businesses that want to get up and running quickly without getting bogged down in development.

In the ever-evolving world of customer engagement, there is no one-size-fits-all solution. Whether you choose to build a custom solution like Amazon Connect or opt for off-the-shelf options such as Cisco Webex Contact Centre or NICE CXone, the decision should align with your organisation’s unique needs and priorities.

As technology continues to advance, the line between builders and buyers may blur, with hybrid solutions becoming increasingly common. Ultimately, the key is to strike the right balance between customisation, speed, scalability, and cost-effectiveness to create a customer engagement strategy that sets your business apart.

Jonathan Charlton added: “The choice between builder and buyer hinges on your organisation’s vision and objectives. What’s most important is delivering exceptional customer engagement experiences that foster loyalty and drive business growth.”

Book your free discovery workshop now to dive deeper into this trilemma and unearth your ideal solution.