Welcome to the Intelligent Contact Center (ICC) documentation. These topics will help you transform your contact center with an innovative platform that enables you to quickly deliver an integrated customer experience across channels and customer touchpoints.
New customer expectations across all facets of engagement are challenging how traditional contact centers operate. Pressure is building to optimize customer experience, improve agent productivity, and deliver on strategic business initiatives.
But, the market conditions are changing and organizations have to be prepared to embrace:
Forward thinking leaders are leveraging technology to transform their operations into Intelligent Contact Centers, redefining the customer experience—and business value they bring to the organization. Read the full whitepaper for insight into how organizations are building next generation contact center applications.
Transform your contact center with an innovative platform that enables you to quickly deliver an integrated customer experience across channels and customer touchpoints.
Turn multi-channel support into a true omni-channel environment by integrating voice, chat, SMS, email, social media, and co-browsing into a single interface. Provide agents a comprehensive view of the customer journey, create rewarding experiences, and cultivate lasting customer loyalty.
Achieve a single, consistent view of the customer and support high-end problem solving for complex interactions. Use case management to unify the interactions between people, process, data, and content. Here, a powerful interface allows agents to provide accurate information and reach resolution faster.
Automate work, orchestrate processes, integrate systems, and apply business rules with key technologies like Business Process Management (BPM), Robotic Process Automation (RPA), and Artificial Intelligence (AI). Agents are supported by robotics and coached by artificial intelligence, allowing them to focus on advising customers, delivering personalized offers, and pursuing upsell opportunities.
When speed-to-market and compliance are critical, adopting a cloud strategy with a low-code application development platform is essential. Build applications that meet security, confidentiality, and compliance controls, while accelerating time for deployment—and in turn, time-to-value for the contact center.
The Appian Intelligent Contact Center Platform makes it easy for organizations to build next generation contact center applications that increase customer engagement, improve agent efficiency, and deliver strategic business impact. Visit our resource center to find out more.
The ICC topics are organized so that you can easily find information based on what you want to do.
For admins, topics in this category walk through the steps to install and configure ICC in a new environment.
For agents and managers, topics in this category explain how to use ICC features.
For designers, topics in this category explain how to modify different aspects of ICC to fit your custom contact center needs.
Just need the nuts and bolts information? This category provides just the details about the objects, functions, and components specific to ICC.
ICC contains a wide range of features for agents, managers, and administrators. The ICC platform also allows you to extend these capabilities for your own contact center needs.
The following features are available for ICC managers. For a detailed breakdown see the Agent User Guide.
The following features are available in the ICC virtual agent. For a detailed breakdown see Modifying Virtual Agent.
The following features are available for ICC managers. For a detailed breakdown see the Manager User Guide.
The following features are available for ICC administrators.