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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.

AWS Summit was back in person last week in Washington, DC. The DC Summit has a strong public sector focus, and this was on display with an array of presenters,…

Customers, such as Lyft, have depended on Twilio Flex for their contact center journey, relying on Flex to handle their large-scale operations with confidence into the future. Read more to learn how you can take your contact center to the next level with Twilio Flex Support with Managed Services.

Businesses are increasingly feeling the need to provide omnichannel solutions. In fact, nearly 80% of customers prefer omnichannel strategies. In this article we’ll discuss how Intercom Switch provides the right solution for your contact center needs.

Last week I attended Appian World 2022, which marked the first time I was ever able to attend the conference in-person. As you can imagine, I’ve been soaring from the experience. Here are some of the main takeaways from this year’s Appian World.

The partnership brings Unified Communications as a Service (UCaaS) and PBX functionality powered by Twilio to the North American market.

Do you ever wonder how underperforming software impacts a company’s bottom line? I do, and I have analyzed the value of software that performs well, regardless of what industry or…

In this article we’ll discuss the robust security of Appian software and its core features that can seamlessly blend with the workflows of government workers.

In this low-code guide, we’ll walk you through the ten low-code capabilities that are most impactful to business users.

With version 22.1, Appian released a new capability within Records called Record-Level Security. To understand why this enhancement is game-changing, we first need to understand the problem it solves, and how it can transform a broad range of crucial business processes.