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
