I recently sat down for a Q&A with Matt Altepeter, the Director of Platform at Edify. Matt initially had an interest in aerospace engineering before finding his love for programming while studying at Purdue University. Matt considers himself a largely self-taught programmer, bolstered by a degree in Computer Technology from Purdue. While in school, he spent a lot of time outside of classes teaching himself, working a variety of internships, and learning from several great mentors along the way. After graduating, he spent several years working at another contact center software company, quickly moving from a junior software engineer to team leader to senior software engineer. He focused primarily on API development and worked on a voice platform. In his role as Director of Platform at Edify, Matt is still heavily focused on API development, both the PHP and Node.js versions. He works hand-in-hand with Edify’s front-end developers to help guide their projects and also leads Edify’s mobile app development.
Here’s a peek behind the scenes with Matt, discussing his expertise and development work on Edify’s all-in-one platform, Huddle.
The development team recently announced an upcoming move from one development platform to another. What prompted this and why does it matter?
We recently decided to make the switch from PHP to Node.js, from the API perspective specifically. In the work that our API developers do, there’s a lot of things that can happen on any given call. PHP only lets you run one command at a time. For example, let’s say a call comes in and you need to go update five database tables to get the system ready for this call. I could do all five of those updates at once in Node.js, which is one of the reasons why we’re transitioning to it. Simply put - it speeds up API performance pretty significantly. And since we are an API-first company, this is important to us.
Overall, this switch will make things faster and easier to roll out new features and releases, ultimately benefiting our customers.
matt - Tell me a little bit about Edify Workflows. How do Workflows benefit Edify customers and their contact center agents?
Great question. I am the primary developer on Workflows, which essentially allow people to design robust customer journeys that are personalized to their individual business needs. Workflows help get customers and their information exactly to where they need to go, update information in real-time, and act as the heart of most inbound interactions - web chats, calls, texts.
Examples work best. . .So, imagine an agent taking notes about an interaction as soon as it concludes. Workflows can automatically send those notes to a company’s CRM, like Salesforce or Zendesk, keeping systems updated about the information they need and care about.
Hammond, the Edify smart bot, is powered by Workflows. Here’s another real-life example that I just helped a customer set up. . .We are utilizing Hammond to capture form data on their website. Once a customer fills out the web form, it triggers a workflow to deliver an interaction prompt to an agent, complete with all of the customer information given on the form. When the interaction is automatically delivered to the agent, the agent can proactively contact the customer within minutes. Proactive and rapid-response customer care like this is becoming increasingly important (and even expected).
We have an extremely speedy and efficient development pipeline and process. I’m proud to say that Edify customers are receiving a top-notch solution with constantly evolving features and releases.