Modernization of customer service operations

Legacy reservation management systems used by customer service agents have been in operation for more than two decades. While they remain functional, the technology is often outdated and approaching end-of-life. Designed as a text-based interface within a basic operating system framework, these systems require agents to memorize numerous codes and commands to complete common tasks. This complexity often leads to longer training and onboarding periods, reduced operational efficiency, and lower employee satisfaction — all of which negatively affect retention and overall business performance.

This whitepaper presents our approach to modernization of Call Center applications using the Appian low code platform. The overarching goal is to elevate agent efficiency by leveraging the Appian low code platform to develop a modern web application capable of translating complex business and data rules into a simple and intuitive interface experience, while maintaining strict adherence to payment card industry data security standards.