Appian announced a new product for rapidly building unique contact centre solutions that deliver unrivaled customer experiences. Appian Intelligent Contact Center Platform® is a new cloud platform tailored to the unique needs of contact centre teams.
The new platform inherits all of the core attributes of the Appian platform for building omni-channel customer engagement, case management, and intelligent automation solutions in a low-code development environment. In addition, Appian Intelligent Contact Center Platform provides native and integrated artificial intelligence (AI) capabilities and a host of strategic technology partnerships specific to the needs of the contact center.
“We deliver and run contact center solutions for many of the largest financial services institutions in the world,” said David Williams, Head of BPM at Target Group. “Using Appian, we achieved an 80% reduction in customer service processing time through a custom remediation program solution that we built and delivered in just 2 weeks.”
Appian Intelligent Contact Center Platform uses Appian Records to give service representatives a complete and contextualized view of every customer in every interaction. This view comes through a simple “zero-training” interface that is one click away from all of the processes a representative might need to initiate. This approach to dynamic customer case management delivers faster, more personalized, and more effective service. Appian was recently named a Leader in the “Forrester Wave™: Cloud-Based Dynamic Case Management, Q1 2018” report, which says the ultimate potential of case management is “understanding the worker’s and customer’s context, providing real-time guidance, and enabling future case planning.”
The product delivers new levels of customer interaction awareness with native AI sentiment analysis and integrated connectivity to leading cloud cognitive and machine learning services. This intelligence guides contact center representatives to the best next action to take or upsell to offer based on the context of the customer interaction. Appian’s open and cloud-first architecture affords customers use of the best available AI services from platforms such as Google, Amazon and Microsoft to augment their contact center operations.
Appian integrates systems, data, and fully digitized processes to enable unified omni-channel management across all customer touchpoints. By drawing from a mix of integrated cross-channel, cross-product and cross-service data, Appian drives customer loyalty by enabling a seamless, consistent, and high-quality experience across all channels.
Appian Intelligent Contact Center makes it easy for service organizations to:
- Reduce average call times while improving service through a 360-degree view of customer data
- Enable fast creation and resolution of cases, including orchestration of the human and robotic elements of service
- Maximize the lifetime value of customers through guided up-sell/cross-sell
- Reduce cost and optimize performance of the service organization through improved workload balancing and business activity monitoring reports
- Appian has created a strong ecosystem of strategic technology partnerships to support the Intelligent Contact Center today and into the future. Partnerships with key industry players Genesys, Twilio, and Temasys bring additional capabilities that allow customer service teams to leverage their existing investments in those omni-channel communication and customer experience technologies.
“Appian’s Intelligent Contact Center Platform gives every organization a fast way to create powerful solutions for exceptional customer relationships,” said Matt Calkins, CEO of Appian.
Appian Intelligent Contact Center Platform is generally available as of June 2018.