Appian unleashes contact centre platform for financial services
Appian, a US-based provider of low-code applications, has unveiled its cloud-driven intelligent contact centre platform for financial services.
Making the right moves in Miami
At today’s (24 April) Appian World 2018 global user conference in Miami, the firm says the platform offers omnichannel customer engagement, case management, automation. In addition, it provides native and integrated artificial intelligence (AI) capabilities.
It’s not limited to fintech of course, but David Williams, head of BPM at Target Group, says it delivers and runs contact centre solutions for “many of the largest financial services institutions in the world” – and by using Appian it “achieved an 80% reduction in customer service processing time through a custom remediation programme solution that we built and delivered in just two weeks”.
Appian says it can enable “fast creation and resolution of cases, including orchestration of the human and robotic elements of service”.
The platform uses Appian Records to give service representatives a “complete and contextualised view of every customer in every interaction”.
It works by offering AI sentiment analysis and integrated connectivity to cloud cognitive and machine learning services. This intelligence guides contact centre representatives to the best next action to take or upsell to offer based on the context of the customer interaction.
Appian integrates systems, data, and digitised processes; and its architecture provides AI services from platforms such as Google, Amazon and Microsoft.
Appian’s intelligent contact centre platform will be “generally available” as of June 2018.
As part of this launch, the company revealed its technology alliance with Genesys, a contact centre solution provider.
The deal sees the integration of the case management, automation, and low-code application development capabilities of Appian with California-based Genesys’ customer experience platform.
More on the way
Also at today’s Appian World 2018 global user conference, the company unveiled the latest version of its digital transformation platform for building software apps.
In addition to being in the core Appian platform, these enhancements are also available in the new contact centre platform.
“We deployed nine key risk mitigating applications on Appian in just 18 months,” says Denise Knabjian, first VP of process innovation at Options Clearing Corporation (OCC), a Chicago-based equity derivatives clearing house. “Appian is key to the flexible yet secure IT infrastructure we require given our designation as a systemically important financial market utility (SIFMU).”
The latest version includes AI-based sentiment analysis to “inform and improve human decision making”. Furthermore, customers can extend applications with AI services via Appian’s new no-code integration to cloud cognitive and machine learning platforms, such as Google Cloud Platform, Amazon Web Services, and Microsoft Azure.
The platform features low-code drag-and-drop composition of all aspects of interface design. These interfaces are immediately available across web and mobile platforms without additional development. Appian is releasing a new beta version of its latest mobile application to customers and partners with “greater styling” and UI controls for mobile app developers.
The company explains this version extends security with a “bring your own keys” capability that enables the customer – not Appian – to hold the encryption keys to their data hosted in Appian Cloud.
The latest version is generally available as of June 2018.
If that’s not enough news for you, Appian says it also has a new data centre in Tokyo.
