The first step in setting up your Appian contact center is selecting a communications provider. Appian ICC supports Twilio and Genesys PureEngage 8.5.
If your contact center will be powered by Genesys PureEngage, refer to the Genesys component page for setup details.
If your contact center will be powered by Twilio, the following sections detail the set up using ICC with Twilio.
ICC comes packaged with Twilio, so your Twilio account will be managed by Appian. Before you start the setup process, make sure you have the proper network configurations to use Twilio. Please ensure the following requirements are met:
ICC uses Google Dialogflow Enterprise Edition for virtual agent and agent assist features. The following prerequisites apply if you are using these features:
Here are the steps you'll follow to setup ICC with Twilio:
Reminder: These steps must be completed for each Appian environment running ICC.