Find how you can get more from your CCaaS investment with greater ROI when you accelerate customer experience and drive innovation with an open development platform.

1. Accelerate CX
Innovation with an
Open Development Platform

2. Justin Sorensen
Justin is a Product Manager with NICEinContact. He has been with NICEinContact
for over 9 years serving in various roles and currently owns NICEinContact’s API
product. From his previous roles Justin has a deep understanding of how contact
centers benefit from, customize, and integrate with NICEinContact’s product suite.
That experience is used to market “API first development” methodology pushing
development to expand and open interaction opportunities for NICEinContact’s
customers and business partners. Justin has a Master of Science in Information
Management from Arizona State University.
2
Mark Ungerman
Mark has worked in technical product management and marketing for the past
25 years. In his current role, he is responsible for conducting primary research to
understand how business leaders’ use contact center solutions to increase profitability
through improving productivity and customer lifetime value. Prior to NICE inContact,
Mark held influential roles helping product companies build better solutions and improve
their ability to serve customers. Mark has a MSc in Business Administration,
and MSc in Management Information Systems, from Brigham Young University.

3. Why Enterprise Developers Need an Agile
CX Development Platform
Understanding the Differences Between
Different Platform Types
What to Look for in a Platform
Examples of Services and API’s
Q&A

4. 4
https://www.gartner.com/newsroom/id/3812063
Gartner 2018 Top 10 Strategic Technology Trends
Top 10 Trends
• AI Foundation
• Intelligent Apps and Analytics
• Intelligent Things
• Digital Twin
• Cloud to the Edge
• Conversational Platforms
• Immersive Experience
• Block Chain
• Event Driven
• Continuous Adaptive Risk and Trust
“The Digital Mesh”

5. 5
The Challenge
Communication requirements
are much more demanding today.
What CX innovations
?are around the corner

6. 6
The Challenge
Question
How do you
keep pace with the
rapid pace of change?

7. 7
The Solution
CX Development Stack
a cloud platform that enables
rich communications plus the
supporting services to deliver
a great customer experience
<! CX DEV >

8. CX Development Stack
OMNICHANNEL ROUTING ANALYTICS WORKFLOW AI AUTOMATION
Extensibility Enterprise-
grade
Easy
Integration
Rapid
turn-up
Turnkey
Communications
Elasticity
CLOUD FOUNDATION
8
• Performance Mgmt
• Work Mgmt
• Quality Mgmt
• Incentive Mgmt
• Back Office
• Authentication
• Use and Role Mgmt
• Automation
• KPIs
• Reporting
• Dashboards
• Optimization
• ACD
• IVR
• Inbound
• Outbound
• UCaaS Integration

9. 9
Evolution of Platform Architectures
On-premises
Single-tenant
applications running
on an on-premise or
hosted data center
Cloud Service
Multi-tenant applications
running on an IAS
Microservice
Multi-tenant applications
deployed as a collection of
independent, interconnected
modular services running on
a highly scalable (elastic) IAS

10. Flexible CX Journey
10
Start Innovate Transform

11. 11
API Overview
APIs as a Product How we use APIs
Agent Interface
CRM Integrations
Analytic Integrations

12. CLICK HERE TO ACCESS
FULL VERSION
VISIT US
Download the full version of the Webinar:
Accelerate CX Innovation with an
Open Development Platform
For Additional Information or Questions Please Contact Us
MarketingProduct@niceincontact.com