Case Study: Appriss

Information Solutions Provider Improves Operations and Reduces Costs with RiverStar

Industry

High Tech

Key Use Case

Regulatory Compliance

Solution Deployed

Unified Agent Desktop

Company

With actionable information and insights gained from our data and analytics solutions, Appriss’ customers are able to more effectively save lives, mitigate fraud, and reduce risk.

Challenge

In order to remain compliant, Appriss agents must follow regulations dictated by the caller’s state law. Identifying the state of origin of the call and the associated procedures was an error-prone manual process. And the difficulty increased when state regulations changed or a new state was added. As more solutions are added to the Appriss portfolio, accurate communications and compliance management becomes even more difficult.

Solution

RiverStar’s Unified Agent Desktop was integrated with inContact’s Cloud Contact Center Platform and Appriss’ ticketing system. RiverStar Studio was used to design workflows for agents to follow based on the call’s state of origin. Appriss has internally generated dozens of individual workflows to manage communications with their customers categories across all of their different products.  Now, Appriss agents are able to process calls more efficiently, with fewer errors, and remain in compliance. It’s also faster and easier to train agents.

Key Benefits

%

72% improvement in compliance

%

50% reduction in training costs

%

35% reduction in errors

RiverStar’s solution is helping us trim time from every call handled, enabling better tracking of key success metrics, and enabling our call center to automate significant portions of script delivery. Training time has been cut in half. Quite simply, a great investment.

Josh Bruner
President – Government Sector
Appriss

View More Customer Details

Blue Casa

Telecom company delivers more personal service and increases first call resolution by 25%.

Convergys

Global technology company uses RiverStar to increase agent productivity and reduce costs.

Contact Us

Ready to get started? Want to learn more? Either way, we want to hear from you.

MAILING ADDRESS

20 Danada Square West Suite 260 Wheaton, Illinois 60189