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On July 10th 2024, the AWS NYC Summit took place at the Jacob Javits Convention Center, bringing together technology enthusiasts, industry leaders, and professional services partners to explore the latest…

Amazon Connect now offers a no-code UI builder that enables administrators to configure step-by-step guides and create custom views for agents within the Amazon Connect agent workspace. Here are the key details about this powerful feature.

Learn about one of the most exciting new features of Appian 24.1: the Prompt Builder AI Skill. This premium tier feature allows you to integrate the capabilities of Gen AI into your Appian Process Models, using natural language prompts to display information, suggest actions, and write to a database based on the context of your process.

Intercom is a popular platform for connecting customer service and support teams with their customers in real time. Intercom has been a leading solution for web or app-based chat and…

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…

Learn how to use Appian Portals and parameterized URLs to create personalized and efficient web experiences for your external users.

Explore Twilio Flex vs Talkdesk: Uncover the best cloud contact center solution for your organization. Compare features, advantages, and pricing to make an informed decision.

As the year comes to the close, Amazon’s annual Re:Invent show is poised to put a bow around a watershed moment for applied AI.

Dive into the world of Agent Assessment Reporting, an invaluable tool for elevating your contact center’s data quality to unlock a deeper understanding of customer satisfaction and agent improvement in this insightful blog.

If you started using Flex in 2022 or earlier, there’s a good chance you’re still running one of the 1.X releases. With Twilio announcing that they will drop support for 1.X versions of Flex in the Summer of 2024, now is the time to plan and execute a migration to 2.X.

Appian offers several choices for automated testing, including tools like FitNesse, Cucumber, and the Appian Selenium API. In this blog post, you’ll discover the advantages and disadvantages of each of these tools, helping you determine which one aligns best with your application’s needs.

What color is your data fabric? In this blog, we go over the ways in which certain patterns represent the way you can set up your Appian data structure and sources. Learn how Appian can create a data fabric that matches your style and preferences.

Twilio Flex 2.0 has many exciting updates and a new Plugin Library. Learn how this release improves usability and design and offers ready-to-use Flex plugins, like the Supervisor Barge and Coach plugin. Take advantage of this release today and create a customized and scalable contact center solution.

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.

Learn about Intercom’s new AI-support bot, Fin. A next-generation support tool powered by GPT-4 and your existing support content, VPS is here to show you how you can use it.