Intelligent Contact Center Documentation

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.

The New Reality for Customer Engagement

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:

  • The growing complexity and number of communication channels
  • New and evolving regulatory compliance requirements
  • Disruptive technologies, including Artificial Intelligence (AI) and Robotic Process Automation (RPA)

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.

The Appian Intelligent Contact Center Platform

Transform your contact center with an innovative platform that enables you to quickly deliver an integrated customer experience across channels and customer touchpoints.

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Omni-Channel Engagement

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.

Dynamic Case Management

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.

Intelligent Automation

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.

Low-Code Cloud Platform

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.

How to Browse ICC Docs

The ICC topics are organized so that you can easily find information based on what you want to do.

Getting Started

For admins, topics in this category walk through the steps to install and configure ICC in a new environment.

Using ICC

For agents and managers, topics in this category explain how to use ICC features.

Modifying ICC

For designers, topics in this category explain how to modify different aspects of ICC to fit your custom contact center needs.

Reference

Just need the nuts and bolts information? This category provides just the details about the objects, functions, and components specific to ICC.

ICC Features

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.

Agent

The following features are available for ICC managers. For a detailed breakdown see the Agent User Guide.

Omni-channel Interaction Capabilities

  • Voice
  • SMS
  • Chat
  • Agent availability control
  • Browser soft-phone
  • Interaction timer
  • Hold call
  • Mute call
  • Record call
  • Transfer call
  • Post-call wrap-up

Landing Page

  • Daily Statistics
    • Number of interactions
    • Average handle time
  • Queue Statistics
    • Number of customers waiting
    • Average wait time
    • Maximum wait time
  • View recent interactions

Customer Interaction

  • Screen pop to an Appian record
  • Customer verification
  • View/edit customer details
  • View recent interactions
  • View recent cases
  • Agent assist
    • Recommended response (SMS/chat)
    • Recommended action (SMS/chat)
    • Recommended answers (SMS/chat)
    • Manual knowledge base search
  • Customer sentiment analysis
  • Agent notes
  • Activity log

Credit Card Servicing (Example/Reference)

  • View recent transactions
  • Dispute transaction
  • Review/approve disputes
  • Make a payment
  • Apply for credit card
  • Upsell recommendation

Virtual Agent

The following features are available in the ICC virtual agent. For a detailed breakdown see Modifying Virtual Agent.

  • Google Dialogflow integration
  • Identify customer
  • Customer verification
  • Write to activity log
  • Transfer to live agent

Credit Card Servicing (Example/Reference)

  • Check balance
  • Check credit limit
  • Check interest rate

Manager

The following features are available for ICC managers. For a detailed breakdown see the Manager User Guide.

Manager Dashboard

  • Queue Statistics (by channel)
    • Number waiting in queue
    • Average wait time
    • Maximum wait time
    • Number of interactions received
    • Number of interactions answered
    • Abandon rate
  • Live Agent View (by queue)
    • List of assigned agents
    • List of available agents
    • Agent status
    • Live interaction details

Records

  • Interactions
    • Call recording link (voice)
    • Chat log (SMS/chat)
    • Sentiment analysis (SMS/chat)
  • Customers
  • Cases
  • Agents

Agent Management

  • Add agent to queue
  • Remove agent from queue

Administrator

The following features are available for ICC administrators.

  • Twilio setup wizard
  • IVR configuration
  • Add a queue
  • Synchronize agents between Appian and Twilio
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