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Appian Intelligent Contact Center – A Revolutionary Platform For Smart Enterprises

Published at: August 28, 2020

Customers come with expectations and businesses have to innovate newer ways of handling customer queries with more personalised and seamless experience. 

Customized experiences, quick response and absolute engagement are the factors that customers expect in return for their loyalty. But contact centers are saddles with manual processes that consume lots of time, disconnected channels, and siloed data. 

All these end up with poor customer experience!  

Business leaders are expected to drive the daunting tasks of meeting these customers demands with speed, empathy & success. How do you achieve that?

The answer is pretty simple: Automation 

If you want to deliver a fantastic customer experience, you must transform your contact center with an innovative platform that lets you swiftly deliver an integrated customer experience across channels and customer touchpoints. This is where Appian Intelligent Contact Center can help you.

Who is APPIAN?

Appian is a recognized global leader in multiple enterprise technology markets. Markets called intelligent business process management systems (iBPMS), dynamic case management (DCM), digital process automation (DPA), and low-code development.

Who is Crochet Technologies?

Crochet Technologies (www.crochetech.com) is a Global Information Technology (IT) Services provider and a trusted partner of Appian that offers strategic technology partnerships to support the clients with Intelligent Contact Center needs for a better future. With years of BPM experience, Crochet leverages its technical skill sets in driving digital transformation goals through delivery & implementing BPM consulting, advisory & tech solutions shaping the  organisations to achieving their ROI on existing investments efficiently & effectively.

Regardless of what you call it, we work for the same goal

We’re here to simplify what it takes to turn great ideas into powerful business applications that deliver significant value.

What APPIAN Offers:

Low-Code Cloud Platform

Design brilliant applications that match advanced security features, confidentiality, and compliance controls by embracing a cloud strategy with a low-code application development platform.

Intelligent Automation

Automate work, integrate systems, orchestrate processes and apply business rules with key technologies – Artificial Intelligence (AI), Business Process Management (BPM) and Robotic Process Automation (RPA)

Omni-Channel Engagement

  • Turn multi-channel support into an omnichannel environment by integrating email, chat, voice, SMS into a single interface
  • Enable agents to handle multiple digital channels at a time. 
  • Provide agents a broad view of the customer journey, create rewarding experiences, and promote lasting customer loyalty.

Dynamic Case Management

  • Use case management to unify the interactions between people, processes, data, and content.
  • Get a consistent view of the customer and support problem solving for complex interactions.

Salient Features of Appian ICC:

  • Unified Customer View for personalized customer interaction
  • Universal Agents for Fast First Call Resolution
  • Omni-channel communication for seamless customer engagement

Managers Dashboard View:

  • Unified Agent Information
  • KPI Monitoring
  • Sentiment Analysis

Agent’s Dashboard View:

  • Unified Customer View
  • Universal Agents
  • Omni-channel Communication

Appian ICC Technology : Success Cases

British multinational investment bank and financial services company Barclays plc has observed a 64% increase in customer satisfaction services by adopting Appian ICC technology.

Similarly, Target , a reputed American retail corporation experienced 80% improved customer service levels with Appian ICC platform.

Aviva Insurance UK

Aviva Insurance UK claimed 40% of cost-saving results with Appian advanced Intelligent Contact Center feature.

In a nutshell with the right implementation of your Appian ICC Platform, Crochet Technologies can help you create Long Term Business Impact by Reducing Cost, Increasing Customer Satisfaction & Delivering Customer Success.

To keep in touch, follow us on our LinkedIn page. For any business requirements reach us directly on sales@crochetech.com

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