We are excited to announce that LOCCS, the Low-code Omnichannel Contact Center Solution built by Vision Point Systems using Appian and Twilio Flex, has added email support to enhance your customer communications and engagement.

What is LOCCS?

LOCCS is a low-code omnichannel contact center solution that allows businesses to create a personalized, efficient, and consistent experience for their customers across all channels and stages of the customer journey. LOCCS is designed to be easy to use, flexible, and scalable.

LOCCS combines the power of Appian’s low-code platform with the flexibility of Twilio Flex, enabling businesses to have complete control over how they communicate with their customers and prospects. With LOCCS, you can build a customer experience across voice, SMS, email, and chat. Through the power of Appian’s Data Fabric, LOCCS integrates with existing business data and systems, such as Zendesk, Salesforce, ERPs, and more, providing a unified view of customer interactions and insights. LOCCS is the only solution that offers this level of customization and integration for contact centers

New Features

LOCCS is constantly evolving and adding new features and capabilities to meet the changing needs and expectations of customers and businesses. These new features are available now and you can start using them right away.

Email Support

One of the most requested features from our customers was the ability to handle email communications within LOCCS. We are happy to announce that LOCCS now supports email as a channel, along with the existing ones. This means that you can receive, send, and manage emails from your customers using the same platform and interface that you use for other channels. You can also apply the same workflows, rules, and analytics that you have set up for other channels to your email interactions.

With email support, you can:

  • Assign email tickets to agents based on their skills, availability, or priority.
  • Track the status and history of email tickets and follow up with customers as needed.
  • Use canned responses and chatbots to automate and speed up your email responses.
  • Attach files and images to your emails and view attachments from your customers.
  • Monitor and measure the performance and quality of your email communications using reports and dashboards.

Outbound Support for Email

LOCCS already offers outbound support with voice. Now, with outbound support for email, you can initiate email and communications from your agent console, without having to wait for a customer to contact you first. This means that you can proactively reach out to your customers via email, for various purposes and scenarios. For example, you can:

  • Follow up with your customers after a conversation or a transaction, to ensure their satisfaction and loyalty.
  • Confirm or reschedule appointments, bookings, or reservations with your customers, to avoid no-shows and cancellations.
  • Notify your customers about important updates, changes, or issues, to keep them informed and reassured.
  • Alert your customers about urgent or critical situations, such as security breaches, outages, or recalls, to protect them and your reputation.
  • Promote your products, services, or offers to your customers, to increase your sales and revenue.

To initiate email communications from LOCCS, you can use the same interface and tools that you use for other channels. You can also leverage the data that you have in your CRM or other systems, to personalize and customize your messages. For example, you can use the customer’s name, preferences, history, or behavior, to make your messages more relevant and engaging.

Why Choose LOCCS?

LOCCS is more than just a contact center system. It is a comprehensive solution that can help you transform your customer experience and grow your business. By using LOCCS, you can:

  • Provide consistent and seamless service to your customers across multiple channels and devices.
  • Increase your customer satisfaction and loyalty by responding to their needs and preferences quickly and effectively.
  • Reduce your operational costs and complexity by using a single platform and interface for all your customer communications.
  • Improve your productivity and efficiency by automating and optimizing your workflows and processes.
  • Gain valuable insights and intelligence from your customer data and feedback using advanced analytics and AI.

If you are interested in learning more about LOCCS and how it can benefit your business, please visit our website here or schedule a meeting with us here. We would love to hear from you and show you a demo of LOCCS in action. Thank you for reading and stay tuned for more updates and news from LOCCS.

Author

Andrew Ramadan

I’m a Business Development Manager at Vision Point Systems where I guide existing and potential accounts through the entire customer lifecycle, overseeing discovery to account management and ensuring they attain desired outcomes from VPS services and solutions. I also assist our executive team in developing our go-to-market strategy for our services team and solutions, developed in collaboration with our technology partners Appian, Twilio, Intercom, and AWS.

Before this role, I spent five years as a technical consultant, primarily leading software development teams building on the Appian platform.

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