Washington, D.C.: ContactEngine Inc., the AI-powered customer conversation platform, today announced a strategic technology partnership with Appian (NASDAQ: APPN), a leading low-code and business process management platform provider, to further enhance the Appian Intelligent Contact Center™ Platform (ICC). The partnership with ContactEngine marks ICC’s first evolution in development. ContactEngine, whose clients include organisations such as Verizon, Whirlpool, Virgin Media and Sky, will complement ICC’s existing inbound functionality with its outbound customer conversation capabilities.
The Appian Intelligent Contact Center™ Platform is designed to meet the needs of modern contact center teams. The new platform inherits Appian’s omni-channel customer engagement, case management, and intelligent automation solutions in a low-code platform alongside native and integrated AI capabilities. ContactEngine will enhance the Appian platform by providing and managing outbound conversation capabilities within ICC. ContactEngine initiates conversations pro-actively through its omni-channel and AI-powered platform.
Giles Bryan, CEO of ContactEngine Inc., said: “Our mission is to make conversations with customers meaningful and effortless. We are delighted to partner with Appian. It’s a great opportunity to bring outbound conversation to the Appian Intelligent Contact Center™ Platform, enhancing their customers’ digital journey. Uniting Appian’s automation and case management capabilities with ContactEngine means more effective engagement with customers at the right time, over the right channel with the right conversations.”
Michael Beckley, CTO of Appian Corporation, said: “The partnership with ContactEngine extends the capability of our new Intelligent Contact Center, enabling our clients to proactively engage their customers. ContactEngine extends our digital overlay to the customer, and through seamless integration, brings machine learning and natural language understanding to deliver 90% contact rates and intent driven conversations.’’
Forward-Looking Statements This press release includes forward-looking statements. All statements contained in this press release other than statements of historical facts, including, without limitation, statements regarding the enhancements to the Appian Intelligent Contact Center™ Platform to be offered by the partnership with ContactEngine and the results to be achieved by customers using the Appian Intelligent Contact Center™Platform. The words “anticipate,” believe,” “continue,” “estimate,” “expect,” “intend,” “may,” “will” and similar expressions are intended to identify forward-looking statements. Appian has based these forward-looking statements largely on its current expectations and projections about future events and financial trends that Appian believes may affect its financial condition, results of operations, business strategy, short-term and long-term business operations and objectives and financial needs. Those forward-looking statements are subject to a number of risks and uncertainties, including, without limitation, risks related to Appian’s ability to meet its customers’ needs by continuing to innovate and provide a useful platform, Appian’s ability to integrate the Appian platform with third-party applications and platforms, Appian’s ability to license software from third parties for integration into the Appian platform, Appian’s ability to provide a platform that is useful to its customers, including through offering new or enhanced solutions, the success of Appian’s strategic relationships with third parties, and the risks and uncertainties set forth in the “Risk Factors” section of Appian’s Annual Report on Form 10-K for the year ended December 31, 2017 filed with the Securities and Exchange Commission on February 23, 2018, and subsequent reports that Appian has filed with the Securities and Exchange Commission. Moreover, Appian operates in a very competitive and rapidly changing environment. New risks emerge from time to time. It is not possible for Appian’s management to predict all risks, nor can Appian assess the impact of all factors on its business or the extent to which any factor, or combination of factors, may cause actual results to differ materially from those contained in any forward-looking statements Appian may make. In light of these risks, uncertainties and assumptions, Appian cannot guarantee future results, levels of activity, performance, achievements or events and circumstances reflected in the forward-looking statements will occur. Appian is under no duty to update any of these forward-looking statements after the date of this press release to conform these statements to actual results or revised expectations, except as required by law.
ContactEngine is a conversation management platform. Pro-active and omni-channel, ContactEngine leverages artificial intelligence, machine-learning and natural language understanding so that global brands can transform their customer journeys. ContactEngine’s North American headquarters is in Washington, D.C. For more information about ContactEngine, please visit contactengine.com
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