Appriss, Inc. is an information technology company that provides data and technology solutions for a safer place to live and work. Their basic business function is to provide customers access to specific, accurate information in a timely manner. The information that Appriss aggregates covers a broad range of categories to a diverse audience including solutions for public safety, risk & compliance, health information and insurance.
Appriss needed the ability to provide immediate access to information critical to their customers’ safety and security needs in a timely manner. This required immediate access to critical information that could be served instantly to their 40 specialized call center agents during support calls. The information to be provided is frequently sensitive, so quick and accurate authorization of the person seeking information was essential. Additionally, tracking what information was provided to which customer was also essential.
RiverStar Studio was deployed as a rapid development platform to create the custom web applications that would address specific business needs. Because the tool contains an intuitive graphical user interface, traditional programming skills that are normally required for development efforts like this were not needed.
The Agent Desktop Framework, built using RiverStar Studio, would provide Appriss with a unified agent desktop for key business activities, including telephony and chat.
In less than two months, a new comprehensive contact center solution was implemented at Appriss that:
- Introduced a Unified Agent Desktop
- Integrated seamlessly with existing contact center software (inContact)
- Provided process-based workflows
- Integrated with several other supporting enterprise business systems
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. We anticipate training time to be cut in half once fully implemented as well. Quite simply, a great investment.
Industry: Information Technology
Location: Louisville, Kentucky
Revenue: $2 – $5 billion (USD) per year
Call Centers: 1