Appian incorporates the Twilio Cloud Communications Platform to empower service agents to deliver concierge customer experiences
Appian announced a partnership with Twilio to incorporate Twilio’s communications platform into the Appian Intelligent Contact Center 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.
Strong Customer Outcomes
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.
Chetan Chaudhary, Global Vice President of Partners at Twilio stated, “Twilio’s cloud communication platform makes it easy for customers to engage with businesses across any channel. 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.”