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Programmable Contact Center: How to Thrive, Not Just Survive

Contact centers have traditionally operated in a transactional break-fix mode: Something breaks, a customer reaches out, and an agent resolves the problem. The long-term goal, however, is to allow contact centers to operate proactively and, ultimately, transform into profit centers. In this whitepaper, written by No Jitter and sponsored by Twilio, you’ll come to understand why the best — and only — way to accomplish this goal is via a programmable contact center platform. In one case study example after the next, you’ll:
  • Discover the value of programmable contact center platforms vs the contact center-as-a-service model
  • Learn how programmability allows for the ability to deploy instantly, iterate with low risk, and tailor customer and agent workflows for differentiation
  • Realize how to get proactive on customer care