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Appian & Twilio Come Together for Better Contact Center Experiences

May 31, 2019

Agents working in today’s call centers have more pressure than ever before to deliver quality, experiences with every customer contact. While training and skills on delivering care are necessary, a key ingredient in achieving these optimal customer service levels is having the right tools and technologies to support them during interactions.


Business applications provider Appian has announced it teamed up with Twilio in an effort to make these better customer experiences possible and said it is now incorporating the company’s communications platform into its Appian Intelligent Contact Center (ICC) solution.

Appian’s low-code development platform is used by many of the world’s largest organizations and accelerates the creation of high-impact business applications including those that improve customer experiences and help businesses to achieve operational excellence while simplifying risk management and compliance.

Together the Twilio and Appian offerings will make it possible to deliver true omni-channel experiences for customers in an easy to use, unified offering. This means agents to spend less time fussing with legacy systems and disconnected solutions, and more time focused on serving customers via the communications channel they choose.

The Appian Intelligent Contact Center comes with unified customer views, powerful case management, and automation capabilities including AI- assisted tools that offer agents support for how to advise customers and even deliver more personalized recommendations during each interaction.

“Delivering cutting-edge customer experiences requires a new approach to building contact centers and new tools to empower Agent collaboration and teamwork,” said Michael Beckley, Chief Customer Officer and Chief Technology Officer at Appian. 

“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,” said Beckley.




Edited by Maurice Nagle


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