Founded in 1994, Appriss is a data analytics company built on a core belief: Technology can and should be doing good for society. Leaders in key industries across the globe use the company’s data and platforms to solve some of today’s most complex challenges, from fraud to the opioid epidemic to safety for violent crime victims.
The contact center plays a critical role in supporting these efforts: approximately 55 Appriss agents handle more than 30,000 calls monthly, working 24 hours a day, seven days a week, 365 days a year.
But with the company’s old internal call center solution, fluctuating call volumes weren’t being identified or managed. Accurate staffing was impossible, as was keeping service levels high. The old system also lacked efficiency. Schedules were done weekly—by hand—in Excel. Agents were largely in the dark on their performances.
Then Appriss moved to cloud CX platform and solutions. CXone Workforce Management Pro automates forecasting and scheduling, which has improved both schedule adherence and service levels. inView™ Performance Management for CXone is raising agent engagement and motivation with gamification challenges and provides near-real-time updates on their performance, even when they’re working from home.
Productivity and efficiency are up significantly. The contact center takes more calls than a year ago, even with two fewer agents. Meanwhile, service levels have stayed around 98 percent—all while Appriss continues to make the world a better place!