Appia Communications is a leading provider of managed communication and network services, with a focus on small to midsize companies and organizations.
Headquartered in Traverse City, Michigan, Appia serves markets nationwide.
Appia has been recognized as one of America’s fastest-growing private companies for five straight years (Inc., 2007-11); one of the fastest-growing solution providers in the technology industry (CRN, 2009-11); and one of the top managed service providers in the world (MSPmentor, 2009-12).
Appia Communications has been serving clients from all verticals nationwide with our Cloud Voice, Cloud Desktops/Servers and SIP trunking since 2001. Over that time we have served clients both large and small. Over that time we have found 2 areas where we seem to shine a little better than our competition.
HPBX Sweet Spot: Retail Florist Shops. There are an estimated 14,341 retail florist shops across the US today. Appia has developed 3 wonderful custom add-on applications for this market.
Driver delivery app:
Allows delivery personnel to call into the phone system and follow prompts to provide delivery details for orders. The phone system then sends the information to the customer’s Point of Sale system to provide near real time updates on delivery status. Works with both MAS and RTI PoS systems
Screen PoP:
For customers who leverage an inbound call queue to handle sales calls, the phone system will provide the necessary system to the PoS system to allow a database dip and screen pop (detailing caller info) to the employee/agent answering the call. Works with both MAS and RTI PoS systems
Queue Chime:
For customers who leverage an inbound call queue to handle sales calls, the phone system will alert employees and/or management of calls waiting in the queue which meet a certain threshold. For example, if a call has been in the queue, waiting to be answered for, say, 30 seconds (customer configurable), the phone system will alert employees via a chime via intercom or via overhead paging.
High End Call Center Sweet Spot:
Below are just some of the great features we offer to call center clients both small and large.
- Call center queue management & virtual queuing
- Inbound voice queues
- Outbound & blended voice queues
- Automated call-back & click-to-call
- Email, chat, SMS, social media queues
- Automated threshold SMS/email alerts
- Multi-skill routing
- CRM Integration (CTI)
- Agent call-flow scripting
- IVR integration for self service
- Call recording (with agent notes)
- Screen recording with playback
- Live monitor, whisper, barge-in
- Agent & web chat logs
- Agent coaching & evaluation
- Forecasting & scheduling
- Schedule optimization
- Vacation automation & shift-trade portal
- Real-time adherence view & reporting
- Real-time stat display & bulletin board
- Real-time graphical dashboard
- Custom agent activities
- Custom multi-level dispositions
- Detailed call & agent statistics
- Scheduled reports
- Customized contact center reports
