Contact Center Solutions Featured Article

Appian Intelligent Contact Center Sees Twilio Addition

May 16, 2019

The omnichannel is the modern channel. The digital world demands omnichannel support in the contact center. Contact center solution providers are positioning to meet these mounting requirements, some through development, others via acquisition and another popular route to completing a comprehensive contact center offering is partnerships.


Appian announced a new partnership with Twilio, joining the robust performance of Twilio with the Appian Intelligent Contact Center. The final product: a contact center solution capable of exceeding omnichannel expectations.

 Appian notes that with the implementation of the Appian Intelligent Contact Center enterprises are seeing a reduction in costs by 50 percent and improved customer service satisfaction rates by 64 percent.

Michael Beckley, Chief Customer Officer and Chief Technology Officer at Appian said, “Delivering cutting-edge customer experiences requires a new approach to building contact centers and new tools to empower Agent collaboration and teamwork. Agents need a simpler way to get a full picture of the customer. They need Artificial Intelligence to guide them to the best outcome. And, they need all of this across channel the customer prefers. By bundling Twilio’s cloud communication platform services into the software license, Appian brings Intelligent Automation in a unified solution that enables contact centers to deploy quickly to reduce costs, hit KPIs, and exceed customer expectations.”

Delivering a seamless, contextual omnichannel experience is front of mind for contact center management. And contact center solution providers are leveraging partnerships to make this possible.

What’s in your contact center?




Edited by Maurice Nagle



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