The Great Debate: Point Solutions vs. Platforms in CX Technology 

Sam Nelson, VP of CX 

When businesses evaluate customer experience (CX) technologies, they often have to decide between dedicated point solutions and broader, integrated platforms. Both options come with pros and cons, and the right choice depends on each organization’s specific needs. However, it can be challenging for customers to make the right call. 

This is where you come in. As a technology advisor, understanding the differences—and knowing when to recommend one over the other—can help you provide real value to your clients.  

What is a Point Solution in CX? 

A CX point solution is a specialized tool designed to solve a specific problem or address a particular business need. CX point solutions may include live chat tools, customer survey solutions, and behavior analytics services. 

These solutions tend to be best-in-class for their function and can usually be deployed quickly to provide immediate value. One of the biggest advantages is that they are highly specialized, meaning they do one thing exceptionally well. They also tend to be quicker to implement and integrate into existing systems. Plus, they often come with a lower upfront cost, making them an attractive option for businesses that need a fast, budget-friendly fix. 

That said, point solutions do have their downsides. They don’t always scale well, meaning a business may outgrow them over time. Integration can also be tricky, especially if the solution doesn’t work seamlessly with other applications. If a company relies on multiple point solutions, costs and complexity can add up, creating inefficiencies in the long run. In fact, studies show that businesses using multiple disconnected tools experience a 25% loss in productivity due to inefficiencies and switching between applications. 

Let’s look at an example. 

Use Case: Mid-Sized Retailer 

In this scenario, a mid-sized retailer is dealing with an increasing number of customer inquiries due to its growing online presence. The customer service team is overwhelmed with common questions about order tracking, store hours, and return policies, leading to long hold times. To solve this, the company rolls out an AI-powered chatbot that handles FAQs and order tracking while integrating with its existing CRM and e-commerce platform. The results are impressive: a 40% drop in live agent calls, faster response times, and improved customer satisfaction scores.  

This is a great example of how a point solution can be a quick win, delivering measurable results in under 90 days with seamless CRM integration. 

What is a Platform Approach in CX? 

A platform is a more comprehensive system that integrates multiple functions under one umbrella. Examples of CX platforms include omnichannel support, workflow automation services, predictive analytics, and customer journey mapping. 

Platforms are typically built for scalability, long-term efficiency, and seamless integrations. They are designed to grow with businesses, allowing them to add new functionalities as needed. Because platforms work across different departments, they are great for streamlining operations and making organizational workflows more efficient. Over time, platforms also help businesses cut costs by reducing the need for multiple disconnected solutions.  

However, platforms require more investment upfront, both in terms of money and time. Deployments can also be more complex, often requiring buy-in from multiple stakeholders. Some businesses may also find that they don’t use all the features a platform offers, making it feel like overkill for their needs.  

Use Case: National Healthcare Provider 

A national healthcare provider is struggling with fragmented patient services. Their phone, email, chat, and text support channels aren’t connected, leading to patient frustration. People must repeat their information multiple times, and resolution times are slow. To fix this, they implement a full AI-powered CCaaS platform with intelligent call routing, self-service options, and AI-driven sentiment analysis. This leads to a 30% reduction in call handling time, a smoother patient experience, and a scalable solution for future growth.  

This case underscores the power of omnichannel unification and the importance of change management. While the transition required effort, the long-term benefits far outweighed the initial complexity. 

When to Recommend a Point Solution vs. a Platform 

Helping clients decide between a point solution and a platform comes down to understanding their pain points, growth plans, and overall strategy.  

• A point solution usually makes sense when a business has an immediate, specific problem to solve, needs a cost-effective and targeted fix, or already has a solid tech stack and just needs a complementary tool.  
• A platform approach is ideal for businesses that are scaling and need a long-term strategy, require multiple functions to work together seamlessly, or want to reduce operational complexity and boost efficiency.  

Both point solutions and platform approaches have their place in business technology. It’s impossible to say that one is inherently better than the other. The key is to understand the trade-offs and align your recommendations with what makes the most sense for the client’s goals. By taking the time to listen, assess, and guide your customers toward the right fit, you can help them make smarter technology decisions that deliver long-term value. 

Most importantly, don’t go at it alone! Whether you need insights on the latest technology trends, assistance in evaluating solutions, or support in designing the best-fit approach for your clients, Telarus is here to help. 

Ready to help customers tackle their challenges with platform and point solutions? Reach out to your Telarus Partner Development Manager to learn Telarus’ unique approach and recommended actions. 

For more on what’s hot in CX, be sure to tune in to my video series, “Sam’s Minute Snippets!” And check out my HITT Training Replay:  HITT- AI in customer experience: point solutions vs platform solutions