Appian RPA Reviews

We were automating customer experience workflows for the contact center, including systems like CRM, service desk solutions, CCaaS solutions, and pulling data from ERPs.

It allowed us to reduce the level of effort to complete contact processes from one hundred fifty seconds to ninety seconds, providing a significant ROI by reducing unnecessary steps in the workflow.

Appian RPA is super easy to use, offering low code, no code capabilities. Any individual can be trained to use it effectively.

There are not any areas that need improvement off the top of my head. It has been 18 months since I worked with the environment, and they've made UI enhancements and implemented AI, including features like Copilot.

We used the solution for three or four years.

There were no issues with stability, and I can't recall any downtime with the deployments.

Appian scales effectively. It’s built on top of Elastic cloud platforms. There are no limits in terms of how much you use it.

The customer service was easy to work with and they were pretty prompt. Most clients had top tier service agreements, which allowed for fast responses.

Positive

We also used Pega and UiPath. Most solutions are about 85% to 90% the same.

I wouldn’t say the setup was very complex. On a scale of one to ten, with ten being the easiest, I would rate the setup at six and a half.

These were deployed within client environments, involving their enterprise IT teams. Typically, five to six people were involved, including technical PMs and infrastructure engineers.

Reducing the level of effort in contact workflows provided a significant return on investment. Clients could decrease process time, saving considerable amounts of money.

I didn't handle payments or costs. We recommended infrastructure stacks to our clients, who implemented them, and we provided ongoing consulting services.

We also used Pega and UiPath.

I recommend looking at Appian as well as UiPath. Consider all top players and choose the one you feel most comfortable with. Factors like training requirements and platform learning classes should also be considered.

I'd rate the solution nine out of ten.