Genesys AppFoundry Winner

Extend the power of your Genesys Omnichannel CX with the AppBase Omniprocess Dynamic Case Management Platform, providing integrated Case Management/Task Management, BPM, Asset Management, Customer 360 and advanced Content Management.

Case Management Solutions from Eccentex and Genesys

Workflow and Task Management

Adds advanced dynamic case and task management to your Genesys installation, integrating front office and back office operations.

Case and Task Creation

Ability to initiate simple or complex cases and tasks from the Unified Genesys Workspace in both PureEngage and PureConnect installations.

Advanced SOA Architecture

Modular Service Oriented Architecture makes AppBase DCM highly scalable and extensible

Universal Queue-Blended Agent

AppBase with Genesys provides a continuously re-prioritized Universal Queue with push-to-skill real time routing based on up-to-the-second SLAs and other business rules.

Digital Business Transformation

AppBase DCM provides Genesys customers an enterprise-grade platform for Digital Transformation and Modernization initiatives.

Deployment Options

AppBase DCM can be deployed on premise, in the cloud, or in hybrid cloud mode, providing Enterprise customers a means to integrate with on-premise systems and cross platform business processes.

Unified PureConnect Desktop

Integrated PureConnect Experience

Model Driven Design

Model driven graphical design tools for workflow design, defining business procedures, and defining processing rules. Easy to use by a Business Analysts without IT Support.

Advanced Integration

The advanced Integration layer of AppBase DCM protects investments in existing technology and provides for a seamless user experience and automated business processing.

Content Management

AppBase DCM comes with a comprehensive, industry standard Content Management system, providing for the capture, processing and generation of all forms of content.

Dynamic CRM360

With the AppBase Dynamic CRM model, you can provide a dynamic 360 degree view of any entity, such as Customer, Company, Vendor, and others. All Assets, Cases and Tasks are unified to one view.

Asset Management

The AppBase Asset Object Builder means you can present all information about a customer in one unified location. Assets from external systems can be integrated into the presentations, or can be managed in AppBase.

Eccentex ServiceJourney Connector

Simple customer requests are easily addressed by self-service tools and automation, meaning that agents must handle the more complex journeys.

This app connects Genesys Cloud to AppBase ServiceJourney™ providing screen-pop for Customer360 during an interaction, create and follow-up on Cases, and automate simple to complex customer service requests.

ServiceJourney™ for Genesys Cloud is the only cloud-based solution for true omni-channel enabled, end-to-end customer journeys. Its tightly integrated with the Genesys Cloud Desktop, delivering integrated case management for customer service, Customer360, knowledge management, omni-channel self-service technology, robotics and advanced reporting. Out-of-the-box frameworks for complaints, disputes, returns, work orders and many more CX processes. Powered by AppBase™ on Microsoft Azure.

  • Smart portal technology steers customers to self-service
  • Customer360 saves an agent’s time by giving them a unified, complete view
  • Case and Process Management helps you keeps your promise to the customer

A valid license of ServiceJourney™ is** required **to use this app. Connect with your Genesys representative to learn more about ServiceJourney™ for Genesys Cloud.

Get in touch with experts

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

 

Resources

Video

What is “AI” in Customer Service?

Learn by breaking down data siloes is critical in transforming customer experience with AI.

Case Study

Customer Service

A large consumer loan company reduced their call center by 210 FTEs and saved over $3 million.

Case Study

Case Management

See how FairWay Resolution used AppBase to deliver digital transformation during a pandemic.

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

Emergency Response - Ukraine

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.