Why use CX as Code?

Why use CX as Code?

You may be looking at some of the resource articles, or have skipped ahead a few pages in the workshop and asked yourself “Why would I go through all of this to simply construct a skill?”.

While this workshop is intended to provide a foundational knowledge of CX as Code, the scope of CX as Code is well beyond spending 4 hours building a skill.

The Genesys Cloud administrative functions within the GUI are designed to be incredibly simple, but there are numerous applications where CX as Code can bolster and automate your administrative capabilities.

Multi-Org Configuration

CX as Code allows you to build once and deploy everywhere, accelerating multi-org deployments or configuration changes.

Promoting Changes

CX as Code awards developers and administrators the ability to promote configuration changes from dev platforms to QA, or from QA to production. This allows for true UAT style validations prior to deployment and minimizes impact on live orgs.

Standby Org Replication

CX as Code allows for replication of most major configuration components from production orgs to standby DR orgs. Administrators no longer need to manually build shell configurations and can easily replicate major contact center functionalities to different regions in an automated manner.

Ease of Administration

CX as Code alleviates the need for administrators to worry about which configuration objects have what dependencies; Terraform will reference the requested resources and data sources to map out the logical order of how things need to be constructed based upon the required dependencies.

Below is an example of a “construct phone” resource with numerous dependencies, such as site and base information, that would need to be constructed prior to being able to build this phone. Terraform will map out the required construction sequence to ensure all dependencies are constructed in the order necessary to achieve the phone construction.

image

In addition to the use cases above, if any of these items are a concern to you, CX as Code may be the solution;

  1. Immutable infrastructure
  2. Provisioning, configuration management and DevOps tasks
  3. Building a CI/CD pipeline