For those that work with Genesys, we offer an omnichannel CX platform that elevates your agent and customer experiences to new levels.

Advanced Email Help Desk

A complete email-centric customer service solution that captures, triages, and automates large email volumes.

Overview

Email customer service remains a popular support channel because it’s convenient, mobile-friendly and traceable.

Problem

  • Despite email being the preferred contact method for many customers, responses usually take 24 to 72 hours.
  • Agents either spend a lot of time crafting personalized responses or simply provide generic answers that force customers to more expensive channels.
  • Supervisors are overwhelmed manually triaging, re-assigning and re-prioritizing.

Solution

  • AppBase for Customer Service provides advanced email capabilities that go beyond a simple ticketing or help desk system.
  • It enhances the contact center with advanced automation capabilities, content analysis, routing rules, SLAs, workflow and personalization.

Benefits

Respond to customers faster

Ensures every communication between you and your customers is personal, efficient and relevant.

Break down siloes

Keeps all information about a customer request in an easily trackable case that all teams can collaborate on.

Go-live in 90-days

Start with a production-ready solution and configure to fit the unique needs of your business.

Capture and track all emails

With AppBase for Customer Service, you can capture all incoming customer service emails and manage them in a unified, feature-rich ticketing system.

Auto-assign & prioritize

Automatically prioritize and assign emails to the most suitable agents based on configurable criteria like keywords found in the email body or customer segment.

See the entire conversation thread

Browse replies in an easy-to-use timeline with details on the ticket status, customer and other relevant data to ensure agents see the full picture.

Work across multiple inboxes

Capture emails from all of your customer-facing inboxes (support@, help@, contact@, etc.) across every brand and language.

Get more productive

See everything about an inquiry in one place — from previous engagements to open cases to real-time data about the customer’s account.

Respond quickly with templates

Recommend agents canned responses and snippets that are pre-filtered based on context and other data.

Pull data for a 360-degree view

Enrich the agent’s desktop with real-time customer information from your CRM software, billing system or any other tool you use.

Monitor, measure and improve

Catch bottlenecks early and ensure no important ticket ever misses its SLA. Measure critical metrics like resolution time, team performance and agent stats.

Resolve more complex issues

As work moves from the front-office to the middle and back-office, comprehensive case management features helps you orchestrate work, automate process and make smarter decisions.

Collaborate across service teams

Forward tickets, assign work to multiple teams, notify stakeholders and automatically escalate issues.

Automate repetitive work

Resolve issues quicker and eliminate errors by automating key tasks like notifying customers of updates and interfacing with systems.

Engage on any channel

Provide a consistent, unified experience even when customers switch between email, live chat, self-service and voice.

Minimize costs and increases business agility

Go-live with a production-ready email solution in less than 90 days. Then continuously improve it.

Keep pace with changing needs

Deploy the most urgent solution needs quickly — then use low-code to configure your own custom fields, workflows & personalize the support experience.

Deploy on our cloud or your cloud

For the fastest ROI, run on our Eccentex Cloud powered by Microsoft Azure. For maximum control and connectivity, deploy on a cloud you manage yourself.

Leverage our industry experts

We’re more than a software company. Let our solution experts work with you to configure, integrate, migrate and support your digital transformation.

Scales to your enterprise

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

High-volume

When you need it, AppBase is designed to scale. From thousands of agents to millions of emails, we have you covered.

Multi-lingual

AppBase supports localized and internationalized email templates, interfaces, self-service portals, articles and more.

Multi-brand

Provide consistent service across different brands and product lines regardless if you have dedicated teams for each or a more complex cross-functional structure.

Contact-center ready

Route emails and screen-pop them along with real-time customer data right into your contact center’s agent desktop. See an example with Genesys

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

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.