Appian Launches Intelligent Contact Center



Appian today launched the Appian Intelligent Contact Center Platform, a new cloud-based offering for building dynamic customer service case management solutions in a low-code development environment.

Appian Intelligent Contact Center inherits all of the core 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 a host of strategic technology partnerships specific to the needs of the contact center.

Appian Intelligent Contact Center Platform uses Appian Records to give service representatives a complete and contextualized view of every customer in every interaction. It delivers 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 next-best action to take or upsell to offer based on the context of the customer interaction. Appian's open and cloud-first architecture lets users turn to 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.

Appian Intelligent Contact Center provides the following:

  • A 360-degree view of customer data;
  • Business process management;
  • Orchestration of the human and robotic elements of service;
  • Robotic process automation capabilities powered by Blue Prism;
  • Guided up-sell/cross-sell; and
  • Improved workload balancing and business activity monitoring reports.

"Appian's Intelligent Contact Center Platform gives every organization a fast way to create powerful solutions for exceptional customer relationships," said Matt Calkins, CEO of Appian, in a statement

Appian Intelligent Contact Center Platform will be available in June.

Appian has created a strong ecosystem of strategic technology partnerships to support the Intelligent Contact Center. Partnerships with key industry players Genesys, Twilio, and Temasys bring additional capabilities that allow customer service teams to leverage their existing investments in those omnichannel communication and customer experience technologies.

The company's partnership with Genesys, also launched today,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.

"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 independent software vendor and technology alliances at Genesys, in a statement. "The strength of Appian's case management and low-code capability combined with Genesys' leading omnichannel contact center provides undeniable benefits to joint customers."

"Appian and Genesys have highly complementary technology," said Marc Wilson, senior vice president of global partnerships and industries at Appian, in a statement. "Together, we can improve the contact center experience for customers and employees."