Trends Report

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

December 23rd, 2020
With contributors:
John Bratincevic , Daniel Hong , Hailey Colin


Application development and delivery professionals are interested in the programmable contact center. This research answers some of their FAQs. Digital, data, and design need to come together to power customer journeys that are more complex in nature. APIs and low code can optimize those 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 agent through APIs and low-code platforms. In many cases, the “tool and API” approach enables an organization to focus on operational enhancements without having to code or reinvent the wheel. But there are situations where the coding is more beneficial. For more information on programmable contact centers, schedule an inquiry.

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