Learn From Our Experts

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.

Hello readers! I just got back from Seattle and boy are my arms tired! I was up to my eyeballs in Contact Center Camaraderie and Commiseration at the ICMI ACCE (“ACE”) conference in Seattle.

I’m happy to announce that Vision Point Systems – the company that brings you VoiceVision – has been nominated for the Rising Star Award by the Roanoke-Blacksburg Technology Council.

A knowledge base is software an organization can use to store knowledge acquired in the course of doing business. We’re talking about a database, only filled with knowledge and wisdom rather than just randomly accumulated data, so it’s a knowledge base.

VoiceVision is a methodical approach to evaluating the overall efficiency of your integrated telephony and contact center resources.
To conduct these evaluations, we have to ask a lot of questions about how staff members get things done with the tools they have.

A 2012 survey by Knowlagent, unsurprisingly, shows that the top priority for call center managers is improving productivity. What’s the second priority? Alignment of contact center staff goals with corporate goals.

As we travel the world, we’re meeting people whose practices need improvement. In many cases these are people who are used to working very hard. However, in some cases they are working harder than they have to.

As I indicated in my post summarizing the CBI Conference on Biopharmaceutical Contact Centers, one of the takeaways from that event was that customer experience still matters, even in an industry that is subject to regulatory or legal constraints.

In the latest installment of our series of conversations with industry leaders, we’re speaking with Pete Guillot, President of CenterFirst.

A recent New York Times article points out that the Philippines has passed India in the number of call center agents. Filipino agents, however, are usually paid more than their Indian counterparts.