Appian Announces Strategic Technology Alliance with Genesys
April 24 2018 - 9:04AM
Appian (NASDAQ:APPN) today announced a strategic technology
alliance with Genesys®, the global leader in omnichannel customer
experience and contact center solutions. The partnership 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.
“Over the last several years, Serco has used Appian technology,
alongside Genesys, to deliver contact solutions to its Federal
customers, having processed tens of millions of cases across
thousands of contact center agents through our systems. We are
excited to hear about the tighter technology partnership between
Appian and Genesys as it opens up the possibility to deliver more
efficient solutions to our Federal customers at a lower cost,” said
Chris Sullivan, CIO, Serco Inc.
In digital business, customer experience is the source of
competitive advantage. Contact center organizations are struggling
to keep pace with emerging technologies and ever-rising consumer
expectations. Businesses need new strategies for empowering contact
center agents with artificial intelligence (AI), robotic process
automation (RPA), and other emerging technologies to deliver
seamless customer experiences across an ever-broadening scope of
communication channels.
“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 the ISV and Technology Alliances for
Genesys. “The strength of Appian’s case management and low-code
capability combined with Genesys’ leading omnichannel contact
center provides undeniable benefits to joint customers.”
According to Gartner, Inc., “from [its] observations and
surveys, 85% of customer service centers now have multichannel
capabilities, yet most lack any form of advanced customer service
case or problem resolution functionality” (Gartner, Inc., “Place
Case Management at the Core of the CRM Customer Engagement Center,”
Michael Moaz, 20 June 2017).
Through its platform, Genesys enables organizations to deliver
highly predictive, fully contextual and efficient experiences
across every step of the customer journey across marketing, sales
and service use cases. This includes real-time contextual journeys,
world-class intelligent routing and digital transformation at any
scale – from small and medium-sized business to large, multi-site,
multinational organizations.
Appian Intelligent Contact Center is a cloud platform for
building dynamic customer service case management solutions in a
low-code development environment. In addition, Appian Intelligent
Contact Center provides a 360-degree view of customer data,
industry leading business process management (BPM), robotic process
automation capabilities powered by Blue Prism, and AI capabilities
to maximize the lifetime value of customer relationships.
“Appian and Genesys have highly complementary technology,” said
Marc Wilson, Senior Vice President of Global Partnerships &
Industries at Appian. “Together, we can improve the contact center
experience for customers and employees.”
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
statements regarding Appian’s Intelligent Contact Center platform,
the platform's functionality, and statements concerning the future
of the market for the Intelligent Contact Center product are
forward-looking statements. 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 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.
These forward-looking statements are subject to a number of risks
and uncertainties, including the risks and uncertainties associated
with facing significant competition, continuing to innovate,
defects or disruptions in the rollout of our platform updates or
enhancements, our strategic relationships with third parties,
industry analysts publishing reports about our business or
publishing negative reports, estimates of the size of our target
market and the additional 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 and other 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, Appian +1
703-260-7868nicole.greggs@appian.com
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