ServiceJourney for Genesys Cloud CX
Ready to automate work across the customer journey?
Case-centric Customer Service Automation for Genesys Cloud Users
SERVICEJOURNEY FOR GENESYS CLOUD
Adding Full-blowned Case Management
Extend Genesys Cloud CX with a seamlessly embedded end-to-end case managemnt solution that integrated with all managed customer engagement channels and business processes.
Adding Intelligent Document Processing
Extend Genesys Cloud CX with an embedded Document Management and Intelligent Document Processing engine that comes with an intuitive Human Verification Station.
Adding Platform Agnostic AI Orchestration
Enables Genesys users to leverage the best of bread AI services seamlessly orchestrated across allbusiness processes and use cases.
Adding True Customer 360 View
Allow Genesys users to see through the entire customer journey from self-service through front-, and backoffice processes. Dynamically assembling the customer 360 view based on CRM, BPM, Workflow and Case Managament data and connect this to any omnichannel interactions.
- CUSTOMER SERVICE AUTOMATION
- Omnichannel customer inquiries
- Automated case and task intake
- Front-office workflow automation
- Back-office work orchestration
- Advanced email automation
- SLA-driven task management
- Continuous reprioritization
- Document processing & classification
- AI-assisted case resolution
- and more...
- WHO BENEFITS
- Customer service representatives
- Contact center operations
- Knowledge workers
- Case managers
- Back-office teams
- Workforce supervisors
- Process owners
- Digital transformation leaders
- Partners and outsourced teams
- and many others…
- INTEGRATES WITH
- Genesys Cloud CX CCaaS platform
- CRM / BPM and Workflow systems
- Customer accessible portals
- Knowledge Management Systems
- Document Management Systems
- Customer Communication Channels
- ERP and other core business systems
- Identity and verification services
- Analytics and BI platforms
- and legacy partner ecosystems too...
- BUSINESS IMPACT
- Faster response and case resolution
- End-to-end process visibility
- Stronger SLA adherence
- Fair workload distribution
- Lower operational cost
- Higher agent productivity
- Better customer experiences
- Less processing errors
- Quicker return on investment
- and more operational insight…
Ready to connect engagement and process automation?
Are you a Genesys seller? Here is Eccentex out of box solution for Genesys Users
Watch our 3 minutes ServiceJourney introduction video
ECCENTEX SERVICE JOURNEY CAPABILITIES
Why Genesys Users Choose ServiceJourney?
Eliminate the process gap between the Front-, and BackOffice teams. Manage the holistic customer journey from a same Agent Desktop regardless from the customer entry point and related business processes.
Pre-built Genesys Integration
ServiceJourney instantly screen-pops an intelligent view of the customer inside of Genesys. No more jumping between scattered screens and tools.
Lover Cost of Operation
ServiceJourney automates common service tasks and assists agents with more complex cases through a single platform and universal desktop.
Quick Return on Investment
ServiceJourney is built on a low-code platform that enables fast deployment and empowering organizations to continuously innovate.
Eccentex ServiceJourney for Genesys Cloud CX
What is ServiceJourney?
What is ServiceJourney?
Eccentex ServiceJourney for Genesys specifically designed for Genesys Cloud CX users. The seamless integration with Genesys Omnichannel Desktop removes the UI barrier between CRM data, Process Automation, Knowledge Orchestration and Advanced email management.
Enable your service reps and your knowledge workers with the joint power of Genesys customer engagement capability seamlessly integrated with Eccentex HyperAutomation Cloud Business Automation capability.
Manage all customer interactions across any channel and processes. Leverge the platform embedded knowledge and document management capabilities and empower your customer service experts with Eccentex AI Services to elevate your customer experiences to the next level.
Automate your Business Processes end-to-end, from Self-Service through Front Office and BackOffice operations.
Engage customers proactively, capture, create and assign cases and tasks automatically. Use Eccentex AI Services to auto-classify and prioritize work and assign it the right resource either in push or pull-mode.
ECCENTEX SERVICEJOURNEY
Major Capabilities and Features
Move further behind a simple customer engagement and case management. Automate every steps across the holistic customer journey. Remove the disconnect between the Front-, and BackOffice and leverage best of breed AI capabilities in every stage of the customer engagement.
Customer Worklfows
Capture, triage and automate customer inquiries and requests coming from any channel and resolve them easily.
Customer 360 View
Turbocharge you CX with a true 360° view of the customer tailored for any processes and service teams.
Email HelpDesk
Advance your enterprise email management with cherry picking avoidance, Auto Case Creation, SLA enforcement and more.
Smart Knowledge Base
Surface the most relevant and actionable knowledge articles related to the actual customer journey stage across your agents.
Distribute Tasks Fairly
Capture, classify and prioritize cases and tasks automatically and distribute the work fairly between the available resources.
Full blown Case Management inside Genesys CX Desktop
With a single click, agents can access all information and tools they need to resolve customer requests.
View account details, see steps taken, find related knowledge articles, get next best action recommendations and oversee conversation and interaction analytics data, all in one place.
Manage your BackOffice tasks like Front Office
ServiceJourney is a unified customer service platform that brings case and work item managements capabilities to Genesys Cloud CX and streamlining the entire customer operation with a dynamic work-item distribution features.
Increase visibility with actionable insights
Eccentex HyperAutomation Cloud equipped with a built in BI – Business Intelligence feature that provides advanced analytics and real-time dashboard capabilities to organize your interaction data, track case performance, identify trends, and make data-driven decisions. With the Dynamic Dashboard feature you can define custom KPIs and derive business-specific insights across the holistic customer journey without leaving Genesys Cloud Desktop.
ECCENTEX SERVICE JOURNEY
Interested to learn more? Check out these additional resources
Find Eccentex ServiceJourney offer on Genesys Appfoundry
Check out Eccentex HyperAutomation Platform
