The New Role of the Developer in the Contact Center

Sheila McGee-Smith (President and Principal Analyst, McGee-Smith Analytics)

Jeff Thompson (CEO, ProdAdvisory)

Date: Thursday, March 21

Time: 9:00am - 10:00am

Pass Type: Entire Event, Tue-Thu Conference - Get your pass now!

Track: Contact Center & Customer Experience

Technical Level: Medium

Vault Recording: TBD

Audience Level: Medium

With the increasing availability of open APIs, developers have become a key part of the equation to allow companies to customize the contact center. Using common web-based frameworks rather than specialized, platform-specific proprietary skills, company developers are able to do today what has required time-consuming and expensive vendor professional services in the past.

As this new model of enterprise software emerges, the role of the developer in the contact center is being elevated. Working with line of business executives and IT, developers increasingly have a seat at the table to help drive customer experience innovation and corporate-level digital transformation initiatives.


* What kind of companies are embracing a developer-centric contact center model?

* To what extent are today’s contact-center-as-a- service solutions embracing or hindering a developer-centric approach?

* How will, or should, vendor pricing models change to accommodate the time and expense of using company developers?

* Once deployed, how costly will it be for companies to maintain and continue to innovate what are essentially custom solutions?