Appian Announces the Intelligent Contact Center Platform
April 24 2018 - 9:02AM
Appian (NASDAQ:APPN) today announced a new product for rapidly
building unique contact center solutions that deliver unrivaled
customer experiences. Appian Intelligent Contact Center Platform®
is a new cloud platform tailored to the unique needs of contact
center teams.
The new platform inherits all of the core attributes of the
Appian platform for building omni-channel 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.
“We deliver and run contact center solutions for many of the
largest financial services institutions in the world,” said 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 2 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. Appian’s open and cloud-first
architecture affords customers use of 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 omni-channel 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
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 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
those omni-channel communication and customer experience
technologies.
“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.
Appian Intelligent Contact Center Platform is generally
available as of June 2018.
About AppianAppian provides a leading low-code
software development platform that enables organizations to rapidly
develop powerful and unique applications. The applications created
on Appian’s platform help companies drive digital transformation
and competitive differentiation. For more information,
visit www.appian.com.
Forward-Looking StatementsThis press release
includes forward-looking statements. All statements contained in
this press release other than statements of historical facts,
including, without limitation, statements regarding the upcoming
release of the latest version of the Appian Intelligent Contact
Center Platform, the artificial intelligence capabilities and
strategic technology partnerships offered by the Appian Intelligent
Contact Center Platform, the integration of systems, data, and
fully digitized processes by Appian, the results to be achieved by
customers using the Appian Intelligent Contact Center Platform, and
the timing of the availability of the Appian Intelligent Contact
Center Platform. The words “anticipate,” believe,” “continue,”
“estimate,” “expect,” “intend,” “may,” “will” and similar
expressions are intended to identify forward-looking statements.
Appian has based these forward-looking statements largely on its
current expectations and projections about future events and
financial trends that Appian believes may affect its financial
condition, results of operations, business strategy, short-term and
long-term business operations and objectives and financial needs.
Those forward-looking statements are subject to a number of risks
and uncertainties, including, without limitation, risks related to
defects or disruptions in the rollout of updates or enhancements to
the Appian platform, risks related to Appian’s ability to meet its
customers’ needs by continuing to innovate and provide a useful
platform, Appian’s ability to integrate the Appian platform with
third-party applications and platforms, Appian’s ability to license
software from third parties for integration into the Appian
platform, Appian’s ability to provide a platform that is useful to
its customers, including through offering new or enhanced
solutions, the success of Appian’s strategic relationships with
third parties, and the risks and uncertainties set forth in the
“Risk Factors” section of Appian’s Annual Report on Form 10-K for
the year ended December 31, 2017 filed with the Securities and
Exchange Commission on February 23, 2018, and subsequent reports
that Appian has filed with the Securities and Exchange Commission.
Moreover, Appian operates in a very competitive and rapidly
changing environment. New risks emerge from time to time. It is not
possible for Appian’s management to predict all risks, nor can
Appian assess the impact of all factors on its business or the
extent to which any factor, or combination of factors, may cause
actual results to differ materially from those contained in any
forward-looking statements Appian may make. In light of these
risks, uncertainties and assumptions, Appian cannot guarantee
future results, levels of activity, performance, achievements or
events and circumstances reflected in the forward-looking
statements will occur. Appian is under no duty to update any of
these forward-looking statements after the date of this press
release to conform these statements to actual results or revised
expectations, except as required by law.
For Information Contact:Nicole GreggsDirector
of Media Relations +1 703-260-7868nicole.greggs@appian.com
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