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An Intelligent Contact Center Platform

DZone's Guide to

An Intelligent Contact Center Platform

Learn about a platform that makes it easier to build unique, powerful contact center solutions by uniting low-code development with powerful AI, RPA, and case management.

· AI Zone ·
Free Resource

Start coding something amazing with the IBM library of open source AI code patterns.  Content provided by IBM.

As a marketer who has evolved into a research analyst, the most interesting announcement at Appian World 2018 to me was the introduction and demonstration of the Appian Intelligent Contact Center Platform®, a new cloud platform tailored to the unique needs of contact center teams to deliver great customer experiences (CX).

A recent study by PwC shows customers are willing to pay 16% more for better service. I strongly believe successful companies of the future will differentiate themselves from their competitors by providing a consistently good CX. For a business of any size, this will require automation and the use big data, AI, ML, NLP, and DL to give the customer or prospect what they need, when they need it, in their channel of choice.

The new platform inherits all of the attributes of the Appian platform for building omnichannel 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 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,” says 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 two 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.

It also enables call center managers to see if a customer is in jeopardy of churning by monitoring sentiment in real time and then being able to analyze the data to determine churn and retention drivers.

Appian’s open and cloud-first architecture enables customers to use 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 omnichannel 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 the 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 the 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 omnichannel communication and CX technologies.

“Appian’s Intelligent Contact Center Platform gives every organization a fast way to create powerful solutions for exceptional customer relationships,” says Matt Calkins, CEO of Appian.

Start coding something amazing with the IBM library of open source AI code patterns.  Content provided by IBM.

Topics:
ai ,rpa ,appian

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