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.
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.
The advanced Integration layer of AppBase DCM protects investments in existing technology and provides for a seamless user experience and automated business processing.
AppBase DCM comes with a comprehensive, industry standard Content Management system, providing for the capture, processing and generation of all forms of content.
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.
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
What is “AI” in Customer Service?
Learn by breaking down data siloes is critical in transforming customer experience with AI.
A large consumer loan company reduced their call center by 210 FTEs and saved over $3 million.
See how FairWay Resolution used AppBase to deliver digital transformation during a pandemic.