Document Management

Automatically capture, scan, and upload documents from multiple channels right into your system.

Overview

Although a common requirement in many industries, document management can be tricky to administer effectively due to issues with data storage and fragmented systems.

Problem

  • Case creation is done manually for content and document driven processes.
  • Agents are forced to jump between systems due to documents being stored outside the case management system.
  • Improper authorization & security access for case data and attached documents leads to inefficient metadata and version control.
  • Dependence on developers and IT to properly integrate case and content management systems.

Solution

With features already built-in to the AppBase platform, Document Management allows users to automatically capture, review, and store documents. Agents can build workflows with a low-code builder that will allow them to instantly create cases for certain document types, subject lines, and more.

Benefits

Scan and Capture Documents

Monitor email addresses, faxes and file folders to automatically capture documents and make them into usable work items.

Run Documents Through Workflows

Set-up routing rules to streamline work steps and improve communication by instantly routing documents and data to the right agent.

Retrieve & Full Text Search

Search documents based on available index fields, creation and modified dates, and more.

Capture data from every channel

Securely and automatically capture documents and files from all channels (email, fax, form, scan, etc.). Centrally store all files, pre-existing or digitally converted, to eliminate the paper burden.

Automatic document capture

Deliver scalable capture functionality that allows your team to productively and cost-effectively work with imported files already in the system anytime, anywhere.

Advanced imaging

Convert paper documents into digital format so you can organize, search, and easily work with key files. Scan and automatically categorize documents.

Manual upload

Agents can keep all documents and files on one centrally stored system. Easily accessible from any location and delivers files upon request, reducing repetitive tasks.

Index files immediately

Automatically capture documents and make them into usable work items. Configure electronic folders for your document handling needs with role-based security, ensuring employees with different functions can have permissions to edit different files. 

Dynamic folders

Utilize folders with unique attributes to categorize files like claims, forms, emails, data sheets, reports and more using pre-set index fields to automate organization.

Auto index

Streamline document indexing by instantly organizing files in the system based on pre-determined rules and workflow automation.

Tag indexing

Direct document paths by giving uploaded files meta information based on the type of documents or information it contains.

Easily configure workflows

Get started by migrating your legacy knowledge base, then continuously enhance knoweldge with powerful editors and governance tools.

Flexible workflow

Integrate all enterprise systems to efficiently manage an organization’s entire business process.

Routing rules & notifications

Set rules for automatic file routing and user notification of upcoming or overdue tasks.

Dynamic Client Inbox

Dashboard allowing users to see what’s currently happening with their tasks and to-do’s.

Retrieve any file from anywhere

Each user has a specific document clearance and security standard that allows them to find the documents they need quickly. Search for documents based on document type, index fields, or other information like when an item was created or last modified.

Search folder fields

Utilize folders with unique attributes to categorize files like claims, forms, emails, data sheets, reports and more using pre-set index fields to automate organization.

Full text search

Streamline document indexing by instantly organizing files in the system based on pre-determined rules and workflow automation. 

Check In & Check Out

Version controls allows for document editing, create new versions and review previous ones.

Enterprise-grade data management

AppBase for Customer Service is great for mid-sized and large organizations that need an end-to-end solution that meet your unique needs.

Integrations

Comprehensive APIs helps utilize your knowledge base in external systems like help desk, chat, CRM and email support.

Multi-lingual

Support a global audience and worldwide workforce by creating articles in multiple languages.

Multi-brand

Customize the look and feel for every one of your brands and products. Automatically serve content under the right context.

Contact-center ready

Boost FCR by suggesting articles during a call or chat right in the agent’s desktop based on the customer journey. See an example.

Get in touch with experts

The first step in digital transformation is understanding your existing capabilities along with your vision.

 

Omnichannel customer service

Extend service beyond the contact center and scale by connecting people, functions and systems

Low-code app development

Deliver enterprise-grade apps quickly and accelerate innovation, increase agility and improve productivity

Customer Stories

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Eccentex is proud to work with key cities in Ukraine, supporting their emergency medical call center operations.

Customer Stories

Customer Service

A large financial services company reduced their call center costs and reduced disputes.

Partner

Genesys

See how Genesys and Eccentex provide personalized solutions to complex issues, even if the journey goes beyond the contact center.