Capabilities that power digital business

Case Management & BPM

Operational CRM

Data Management

Email Capture & Automation

Dashboards & Reporting

Teams & Collaboration

Self-Service & Portal

Workforce Management

Tracking & Audit

Citizen Development

Capabilities that power digital business

Case management

Bring together the people, data and processes needed to complete a journey; adapt to unpredictable situations.

SLA management

Set clear goals and deadlines for each step of the journey and automatically escalate at-risk items.

Automation

Reduce manual labor and mistakes by automating repetitive tasks, optimizing complex decisions, and bridging systems.

Metrics and dashboards

Gain powerful insights with real-time data and historical reporting make it easy to find bottlenecks across all journeys.

Customer 360

Show a 360-degree view of the customer over time and across all channels, journeys and touchpoints.

Hyper-personalization

Fold all conversations with a customer across all channels and cases into a single dialogue.

Organization-wide data

Extend or create data models specific to your business, such as products, services, vendors and accounts.

Events & Triggers

Attach automation rules practically anywhere including CRM data changes, case updates and employee events.

Email-to-Case

Convert your emails into new cases or attach to existing cases, bringing all attachments with them.

Auto indexing & tagging

Automatically link emails to correct customer, react to content and notify employees of important events.

Contextual conversations

Email customers back-and-forth from different cases; their replies automatically attach to the correct threads.

Outbound emails and SMS

Automatically email customers about their cases, notify employees of changes and schedule periodic reminders.

Visual builders

Configure information-rich pages from feature-rich blocks, custom fields, actions, security profiles and custom widgets.

Connectors

Connect with external enterprise systems, databases, and other applications with a flexible and open integration layer.

Extensibility

Build advanced integrations and code custom complex actions using industry-standard languages and paradigms.

Enterprise grade

Trusted by organizations across the world to deliver modern applications that are secure, resilient and built to scale.

Virtual agent

Train chabots and voicebot to help customers on their open issues or progress along an existing journey

Intelligent routing

Simplify operations and ensure your customers reach the right agent or employee the first time.

Agent workspace

Show your agents a complete customer view, highlight their journeys and next-best-actions related to the interaction’s context.

Genesys Cloud & Engage

Turbocharge your contact center and empower your agents with the AppBase Genesys Connector

Exceed customer expectations

Drive down customer service costs

Deploy quickly and continuously improve

Capabilities that power digital business

Case management ➔

Bring together the people, data and processes needed to complete a journey; adapt to unpredictable situations.

Automation ➔

Reduce manual labor and mistakes by automating repetitive tasks, optimizing complex decisions, and bridging systems.

Intelligent routing ➔

Simplify operations and ensure your customers reach the right agent or employee the first time.

Visual builders ➔

Configure information-rich pages from feature-rich blocks, custom fields, actions, security profiles and custom widgets.

Customer 360 ➔

Show a 360-degree view of the customer over time and across all channels, journeys and touchpoints.

Hyper-personalization ➔

Fold all conversations with a customer across all channels and cases into a single dialogue.

Agent workspace ➔

Show your agents a complete customer view, highlight their journeys and next-best-actions related to the interaction’s context.

Genesys Cloud & Engage ➔

Turbocharge your contact center and empower your agents with the AppBase Genesys Connector

Don’t let point-solutions
slow you down

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

Employees lose time tracking down the latest status of a request

Customer data hides inside legacy apps, Excel files and emails

IT struggles to update systems without breaking other ones

Don’t let legacy technology
slow you down

Companies that handle quoting, claims and underwriting face the unique challenge of simultaneously handling thousands of member requests every day. Are the problems below holding you back?

Member data is spread out between isolated core systems, Excel/Access files, emails and shared folders.

Routine tasks like writing a common correspondence or pulling data about policies is done by hand.

Managers lack tools and real-time visibility to orchestrate work across multiple processes at once.

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

Finance

Customer Service

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

Customer Stories

Disputes

Case Management

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

Partner

Genesys

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