Microsoft

Brandenburg said Microsoft is among the top CPaaS providers. Microsoft’s Azure Communication Services is a set of communication APIs, video APIs and short message APIs for deploying applications across any device and on any platform.

“Low-code development tools will be table stakes in the contact center,” said Forrester’s Art Schoeller. “The different paths of configuring capabilities versus writing custom code that leverages APIs will converge with the advent of low-code development tools. Legacy interactive voice response (IVR) graphical development tools have already evolved to orchestrate cross-channel customer journeys. Some vendors have acquired low-code integration tools. This development will reduce the need for lower-level programming skills and enable more citizen developers to enhance contact centers.”