Enhanced Customer Lifetime Value and Engagement
With LOCCS, companies gain complete control over how they communicate with customers and prospects across all channels, ensuring a seamless and consistent experience throughout the entire customer journey. By leveraging personalized interactions through detailed customer profiles and integration of first-party data from various sources, LOCCS enables sales and support teams to deliver targeted and relevant engagement. This level of personalization not only increases customer lifetime value, but also fosters customer loyalty and boosts revenue growth for the business.
Improved Workflow Efficiency
Efficiency is a top priority for customer support teams, and LOCCS excels in streamlining workflows. Through process automation and data orchestration within the contact center, LOCCS significantly enhances workflow efficiency. The integration of Appian's low-code platform with Twilio Flex allows for optimized content delivery at the right time and place, based on customer needs and preferences. By providing support teams with the tools to deliver relevant content and information, LOCCS increases customer trust, further enhancing the efficiency of support interactions. Additionally, Appian's Low-code Data Fabric, Intelligent Automation, and Process Mining capabilities enable support teams to automate repetitive tasks, reducing manual effort and allowing agents to focus on high-value customer interactions.
Don’t wait any longer.
Schedule a free consultation with one of our specialists today and discover how LOCCS can help you connect with your customers and prospects in a personalized, efficient, and differentiated way across all channels and stages of the customer journey.
Unified View and Easy Integration
LOCCS offers a unified view of customer interactions by bringing contact center interaction data into Appian. This unified view provides agents with comprehensive customer journey insights and eliminates the need for navigating between different systems or interfaces. With LOCCS, agents can access customer records, support interaction workflows, and historical data all within a single-pane-of-glass user interface. Moreover, LOCCS seamlessly integrates with existing business data and systems, such as Zendesk, Salesforce, ERPs, and more. This integration capability ensures a smooth transition and deployment of the contact center on top of the Appian platform without the need to replace or disrupt existing applications.
Bringing Appian into the contact center provides a unique opportunity to leverage Low-code Data Fabric, Intelligent Automation, and Process Mining, with the best-in-class Total Experience for agents, management, and end customers.
Key Features & Functionality
Personalized Interactions and Data
Leverage detailed customer profiles and integrate first-party data from any source. This enables tailored engagements based on individual preferences, needs, and interaction history.
Frictionless Channel Selection
LOCCS offers a wide range of communication channels, including voice calls, SMS texts, and web chat conversations. Organizations can create a seamless and convenient customer experience that aligns with a customer’s preferences and promotes open dialogue and effective problem-solving.
Unified Customer Engagement and Connectivity
Provide your sales and customer support teams with a comprehensive digital engagement center across all channels throughout the entire customer journey. Organizations gain complete control over their customer interactions and customer data.
Simplified Data Management
Whether customers have external systems containing first-party data or already use Appian, LOCCS can be easily implemented to centralize customer records, support workflows, and historical data in a user-friendly interface.
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