Appian announced a strategic technology alliance with Genesys®, the global leader in omnichannel customer experience and contact centre solutions. The partnership will benefit organizations seeking next-generation customer engagement solutions that integrate the case management, intelligent automation, and low-code application development capabilities of Appian with the Genesys Customer Experience Platform.
“Over the last several years, Serco has used Appian technology, alongside Genesys, to deliver contact solutions to its Federal customers, having processed tens of millions of cases across thousands of contact centre agents through our systems. We are excited to hear about the tighter technology partnership between Appian and Genesys as it opens up the possibility to deliver more efficient solutions to our Federal customers at a lower cost,” said Chris Sullivan, CIO, Serco Inc.
In digital business, customer experience is the source of competitive advantage. Contact center organizations are struggling to keep pace with emerging technologies and ever-rising consumer expectations. Businesses need new strategies for empowering contact center agents with artificial intelligence (AI), robotic process automation (RPA), and other emerging technologies to deliver seamless customer experiences across an ever-broadening scope of communication channels.
“We are excited to more tightly align our capabilities managing the customer experience across any channel with the rapid development and powerful case management of Appian,” said Jim Krautler, vice president of the ISV and Technology Alliances for Genesys. “The strength of Appian’s case management and low-code capability combined with Genesys’ leading omnichannel contact center provides undeniable benefits to joint customers.”
According to Gartner, Inc., “from [its] observations and surveys, 85% of customer service centers now have multichannel capabilities, yet most lack any form of advanced customer service case or problem resolution functionality” (Gartner, Inc., “Place Case Management at the Core of the CRM Customer Engagement Center,” Michael Moaz, 20 June 2017).
Through its platform, Genesys enables organizations to deliver highly predictive, fully contextual and efficient experiences across every step of the customer journey across marketing, sales and service use cases. This includes real-time contextual journeys, world-class intelligent routing and digital transformation at any scale – from small and medium-sized business to large, multi-site, multinational organizations.
Appian Intelligent Contact Center is a cloud platform for building dynamic customer service case management solutions in a low-code development environment. In addition, Appian Intelligent Contact Center provides a 360-degree view of customer data, industry leading business process management (BPM), robotic process automation capabilities powered by Blue Prism, and AI capabilities to maximize the lifetime value of customer relationships.
“Appian and Genesys have highly complementary technology,” said Marc Wilson, Senior Vice President of Global Partnerships & Industries at Appian. “Together, we can improve the contact centre experience for customers and employees.”