Appian in the Contact Center: Using Process Automation to Maximize Customer Lifetime Value
To ensure an efficient and effective customer support experience, it is crucial to choose the right technology platform. One such platform that stands out is Appian, a powerful low-code development platform. Appian equips businesses with the tools to deliver personalized customer experiences, maximizing the Customer Lifetime Value of the customers you serve.
Contact centers play a vital role in a company’s ability to provide excellent customer service, and customer service is a key driver of a customer’s loyalty. In fact, 32% of all customers would stop doing business with a brand they loved after one bad experience. Loyalty has a major impact on Customer Lifetime Value – a metric that represents the total net revenue a company can expect from a customer throughout their entire relationship. In this blog post, we will explore why Appian is an excellent choice for building a contact center and how it can enhance your organization’s customer support capabilities.
Appian is a low code development platform, which enables you to create software applications faster and easier. You can use visual tools to design enterprise-ready apps, build engaging UIs that run on websites and mobile, integrate data from any source, and automate processes with people, systems, data, bots, and AI. Appian’s low code development also provides security and scalability for your apps, ensuring they can operate in any environment. With Appian, your contact center can quickly adapt to evolving customer needs and stay ahead of the competition.
Efficiency is the key to success in a contact center environment. Appian’s process automation capabilities enable you to automate repetitive tasks, such as call routing, case escalation, and data entry. By streamlining these processes, agents can focus on delivering exceptional customer experiences and resolving complex issues. With Appian RPA, the automation potential can extend to legacy systems as well. With Appian’s automation features, you can optimize contact center workflows and maximize productivity.
Appian doesn’t just create efficient processes for your agents and customers, it improves upon them through process mining. Appian’s process mining is a tool that helps you discover, monitor, and improve your business processes. It uses event log data from your Appian applications and third-party systems to create a visualization of how your processes actually run, and identify inefficiencies, bottlenecks, and deviations. With Appian’s process mining, you can gain insights into your whole support center’s performance and effectiveness – not just individual agent scorecards.
Seamless Integration with Appian Data Fabric:
Contact centers rely on various systems and applications, such as customer relationship management (CRM) platforms and knowledge bases. Appian seamlessly integrates with existing systems, allowing you to consolidate data from multiple sources into a unified interface. Appian’s Data Fabric is a powerful feature that connects and unifies data from multiple systems, creating a single view of your organization. With Appian’s data fabric, you can build enterprise applications faster, make smarter decisions with the right data, and reduce data maintenance costs and complexity. Appian’s data fabric also enables you to innovate and automate your business processes by combining data in new ways without moving it from its source and needing to switch between different applications.
Data is a valuable asset in contact center operations. Appian offers robust analytics and reporting tools that provide real-time insights into contact center performance. Managers can track key metrics, such as call volumes, average handling time, and customer satisfaction scores. By leveraging these analytics, you can identify trends, detect bottlenecks, and make data-driven decisions to improve operational efficiency and enhance customer experiences.
Total Customer Experience:
Appian’s customer-centric approach enables contact centers to deliver personalized experiences for all your users, whether they are customers, employees, or anonymous visitors. The platform allows you to create dynamic customer profiles, empowering agents with valuable information about customer preferences, past interactions, and purchase history. With this comprehensive view, agents can offer tailored solutions and build stronger relationships with customers, resulting in higher satisfaction levels. Additionally, the platform allows you to create public websites using Appian portals, where customers can access information and services without logging in. This way, you can provide convenient and secure self-service options for your customers, reducing the workload for your agents and improving the overall customer experience.
The flexibility of the Appian platform allows contact centers to inject Artificial Intelligence into your support processes on your own terms. Consider the risks and benefits of Public AI vs. Private AI. For workflows suitable for Public AI, Appian’s AppMarket features addons that allow seamless integration with OpenAI’s services such as ChatGPT. In the contact center, this could allow for automatic summarization of conversations, or dynamic call script generation. For workflows that favor Private AI, Appian’s AI Skills can be trained to triage and route incoming requests or documents to the appropriate agent or team.
Robust Security and Compliance:
When dealing with sensitive customer data in a contact center environment, maintaining strict security standards is paramount. Appian prioritizes security and compliance, providing a solid foundation for protecting sensitive information. Here are some key aspects of Appian’s security and privacy framework:
- Data Encryption: Appian ensures data confidentiality by encrypting information at rest and in transit. This safeguards customer data from unauthorized access or breaches.
- Access Control: Appian allows granular control over user access rights, ensuring that only authorized personnel can view and manipulate sensitive data. Role-based access control (RBAC) enables you to define specific permissions based on job roles and responsibilities.
- Audit Trails: Appian maintains comprehensive audit trails, capturing user actions, system events, and data changes. These logs are essential for compliance, monitoring, and forensic analysis, helping to identify and investigate any security incidents.
- Compliance Certifications: Appian complies with industry-leading security and privacy regulations, such as GDPR (General Data Protection Regulation) and HIPAA (Health Insurance Portability and Accountability Act). These certifications demonstrate Appian’s commitment to protecting customer data and adhering to legal requirements.
What Appian Contact Center Solutions are Available Today?
Building a contact center on the Appian platform provides numerous advantages for businesses seeking to optimize their customer support operations. Its low-code development environment, process automation capabilities, seamless integration, real-time analytics, and enhanced customer experience features make it an ideal technology choice. By leveraging Appian’s powerful tools, your contact center can achieve higher efficiency, improve agent productivity, and ultimately deliver exceptional service to your customers.
If you’re interested in building a contact center using Appian, Vision Point Systems has already released the Low Code Omnichannel Contact Center Solution (LOCCS) on the Appian app market. LOCCS is an omnichannel contact center that creates a personalized, efficient, and consistent experience to increase your customer lifetime value across all channels and throughout the customer journey.
Don’t wait any longer. Schedule a free consultation with one of our specialists today and discover how LOCCS or a contact center using Appian can help you connect with your customers and prospects.