LOCCS brings your Contact Center interaction data into Appian to provide a unified view into your customer’s journeys with your organization. With Twilio Flex powering the omnichannel agent desktop experience for voice calls, SMS texts, and web chat conversations, your contact center can tap into the power of the Appian low-code platform for managing customer records, support interaction workflows, and historical data in one single-pane-of-glass user interface.
Key Features & Functionality
Benefits & Business Impact
With LOCCS, your agents have one true singular support experience. By embedding Appian in Twilio Flex, your organization is able to leverage all of the benefits of building an omnichannel contact center experience on Twilio, and still be able to build the exact workflow and low code data experience in Appian - without sacrificing any functionality of either platform.
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