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Forrester The Programmable Contact Center

Combine digital, data and design to power complex customer journeys.

The programmable contact center breaks down the contact center stack and workflows into building blocks and exposes the capabilities that match customers with the best available agent through APIs and low-code development.

The Programmable Contact Center: APIs And Low Code Optimize The Customer Journey

Brands need to combine digital, data and design to power today’s increasingly complex customer journeys.

Adopting a Programmable Contact Center approach lets your business move at software speed, with APIs and low code helping you stay agile and drive continuous customer experience improvements.

Learn how 2021 will see an increased focus on the Programmable Contact Center in supporting Customer Journey optimisation.

Key Takeaways:

  • Four signals that a CPaaS-based Programmable Contact Center approach is right for your business
  • Why you need to look beyond APIs and low-code platforms to also consider essential design and UX issues
  • How the dynamics of the Programmable Contact Center are set to evolve over the next five years

Please note that this report is no longer available. Please see other resources available here.

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