4/30/2018 9:12:23 AM
Appian announces the intelligent contact center platform
Low-Code Development,Contact Center Platform,Omni-Channel Management
https://appdevelopermagazine.com/images/news_images/Appian-Announces-the-Intelligent-Contact-Center-Platform-App-Developer-Magazine_jb5w3402.jpg
App Developer Magazine

Appian announces the intelligent contact center platform



Christian Hargrave Christian Hargrave in Enterprise Monday, April 30, 2018
9,994

Contact center low code application solution developed by Appian gives devs the ability to facilitate omni-channel customer engagement.

Appian has announced a new product for rapidly building contact center solutions. Appian Intelligent Contact Center Platform is a new cloud platform tailored to the unique needs of contact center 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 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.


Blockchain Basics: A Non-Technical Introduction in 25 Steps

Learn the basics of blockchain technology. No mathematical formulas, program code, or computer science jargon are used. No previous knowledge in computer science, mathematics, programming, or cryptography is required. Terminology is explained through pictures, analogies, and metaphors.

A new way to manage your development projects

Learn the best ways to organize your app development projects, and keep code straight, clients happy, and breathe a easier through launches.
 

The Latest Nerd Ranch Guide (3rd Edition) to Android Programming

Write and run code every step of the way, using Android Studio to create apps that integrate with other apps, download and display pictures from the web, play sounds, and more. Each chapter and app has been designed and tested to provide the knowledge and experience you need to get started in Android development.

Starting your own app business?

How to create a profitable, sustainable business developing and marketing mobile apps.



Comments

There are no comments yet, be the first to leave your remarks.

Leave a Reply