Savinay Berry told UC Today in a video interview that creating configurable software is preferable to customisable software in a discussion surrounding composable communications.
Berry, a Vonage executive, explains that customisable software requires a lot of time and effort to create and has limited use. Whereas configurable software is quicker and easier to make, and you can continue building onto it for your customers.
In order to integrate communication channels into existing workflows and a company's system of records requires configuration, according to Berry. You will need a composable, configurable solution if you want to provide communications channels to multiple industries, from retail to financial services.
Savinay Berry, Executive VP of Product and Engineering, began by defining what exactly is meant by 'composable communications':
"Composable communications is how can you break down the really complex looking communications infrastructure that you might be using within your own company into small Lego blocks.
"Think of it as small Lego pieces you can build together to create something very interesting and useful for your customers.
"You can do it much faster, and you can do it in a highly configurable way."
Berry also advised companies to look at where they are on the 'composable maturity scale'.
If you are at the lower end of the composable maturity scale, then begin by viewing communications as a means of engaging with your customers, leveraging APIs and services, such as voice and video chat.
Enabling high-quality chatbots can provide customers with a positive experience by creating responses that don't feel robotic and give the answers that customers want.
He also advises these companies to start with three or four use cases where they are engaging with customers. Embed those APIs within the existing workflows and system of records and see what the results are.
