Strategic technology alliance announced between Appian and Genesys
|Richard Harris in Low Code No Code Wednesday, May 2, 2018|
Appian has made a strategic alliance with Genesys to provide developers with a the low-code capabilities to create customer contact center solutions.
“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 center 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 center experience for customers and employees.”
Are you paying more taxes than you have to as a developer or freelancer? The IRS is certainly not going to tell you about a deduction you failed to take, and your accountant is not likely to take the time to ask you about every deduction you’re entitled to. As former IRS Commissioner Mark Everson admitted, “If you don’t claim it, you don’t get it.
Get hands-on experience in performing simple to complex mobile forensics techniques Retrieve and analyze data stored not only on mobile devices but also through the cloud and other connected mediums A practical guide to leveraging the power of mobile forensics on popular mobile platforms with lots of tips, tricks, and caveats.
The Chirp GPS app is a top-ranked location sharing app available for Apple and Android that is super easy to use, and most of all, it's reliable.
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.