The New Role of the Developer in the Contact Center
Sheila McGee-Smith (President and Principal Analyst, McGee-Smith Analytics)
Alok Kulkarni (CEO, Chairman, Co-Founder, Cyara)
Jeff Thompson (CEO, ProdAdvisory)
Kerry Bowley (Senior Product Manager, Customer Contact Center, Rackspace)
Jose de Castro (Chief Architect for Twilio Flex, Twilio)
Bryan Stokes (VP Product Management, Vonage)
Location: Sun B
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
Session Type: Conference
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.KEY QUESTIONS
* 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?