Omnichannel Service Desk for Genesys

Provide personalized solutions to complex issues, even if the journey goes beyond the contact center

A financial institution sees a 20% drop in disputes with the AppBase platform

The company uses AppBase to drive excellence in customer care, streamlining customer service with case management that connects the front, middle and back-office.

Unify the agent desktop

Help your employees solve problems faster by identifying customer needs before they answer the phone. Collect all of your customer’s information and interaction history, across all channels, and consolidate it in one place for your agents to access. 

Deploy chatbots that get things done

Guide customers to faster resolutions, without talking to a human. Automatically help customers answer questions, engage them with follow up information, and transfer the entire conversation history and context to the right human agent. 

Track tickets across the front, middle, and back office

Automate repetitive, route tasks to employees based on their skills, and group similar cases to streamline resolution and unite your front and back offices.

Achieve omnichannel, not just multichannel

Make it easy for customers to engage with your business, where and when it’s right for them. Channels are connected so conversations are seamless, agents are more productive, and information can be shared across your company — all without losing focus.

How to get ServiceJourney

If you are already using Genesys, you can get ServiceJourney through the Genesys AppFoundry. Or connect with experts at Eccentex to discuss industry challenges and how to unlock your potential.
Talk to an expertVisit Genesys AppFoundry

See how case management can help your business

Make it easier to track, prioritize, and respond to customers with one unified agent desktop. See how ServiceJourney seamlessly integrates with your Genesys-powered Contact Center.

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.



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