Appian Announces Partnership with Twilio to Power Communications for the Contact Center
May 15 2019 - 12:00PM
Appian (NASDAQ: APPN) today announced a partnership with Twilio to
incorporate Twilio’s communications platform into the Appian
Intelligent Contact Center (ICC) solution. Customer service centers
are plagued by legacy technologies and point solutions that
complicate work and prevent service agents from focusing on
customers. The Appian Intelligent Contact Center empowers agents to
deliver differentiated customer experiences with unified customer
views, powerful case management, and automation capabilities.
Twilio’s world-class communications enhance Appian’s ability to
provide customers a true omni-channel experience in one unified
solution. As a result, companies can rapidly transform their
operations to exceed customer expectations for service speed and
quality.
“Twilio’s cloud communication platform
makes it easy for customers to engage with businesses across any
channel,” said Chetan Chaudhary, Global Vice President of Partners
at Twilio. “By integrating Twilio into Appian’s Intelligent Contact
Center, Appian makes it easy for contact center agents to create
outstanding customer experiences. We welcome Appian to Twilio Build
and believe the integration addresses many of the complex
challenges contact centers face today.”
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.”
Appian Intelligent Contact Center
produces strong customer outcomes. Large enterprises have increased
customer satisfaction by 64%, reduced costs by 50%, and improved
customer response times by 9-times with Appian. For more
information about Appian Intelligent Contact Center, visit
https://www.appian.com/platform/intelligent-contact-center.
About AppianAppian
provides a low-code development platform that accelerates the
creation of high-impact business applications. Many of the world’s
largest organizations use Appian applications to improve customer
experience, achieve operational excellence, and simplify global
risk management and compliance. For more information, visit
www.appian.com.
For Information
Contact:Nicole GreggsDirector of Media Relations, Appian+1
703-260-7868nicole.greggs@appian.com
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