Self-Service Automation
Support customers with self-service portals, conversational AI and voice to case options
Eccentex Self-service Automation for Enterprises
What is ServiceJourney?
Why Self-Service Automation?
Why Enterprises choose Eccentex for Self-service Automation
CCaaS Integration
Eccentex Self-service Automation solutions directly integrated with CCaaS solutions (like Genesys Cloud CX) that allows instant escalation to human support agents at any stage of the engagement.
Lowers Operation Cost
Well designed and actively promoted self-service options can decrease the cost of the customer service operations by 40% or more while enabling 24/7 support across the customer channel of choice.
Ensures Quick ROI
Self-service portals and other self-service automation solutions has the one of the shortest return on investment time as they can save time, effort and money from day one as well they can tuned up continuously.
Eccentex Self-service Automation Major Components
Voice to Case
Capture, triage and automate customer inquiries by capturing all data from the voice conversation and turn it to an actionable case and assign it to a workflow.
Self-service Portals
Turbocharge you CX with a true 360° view of the customer tailored for any processes and service teams.
Email to Case
Automatically capture, classify, prioritize and convert unstructured emails to actionable cases that can be assigned and distributed between the available case workers.
Smart Knowledge Base
Automatically surface the most relevant and actionable knowledge articles related to the actual customer journey step and link that to Bot, Agentic AI or Human interactions.
FAQ and Concierge Bots
Automate scheduling, Answer questions, collect documents, send proactive messages or emails driven by business process steps or workflow automation.
Intelligent Document Processing
Automatically capture, enhance, validate, process, classify and convert unstructured documents to digital formats.
Everything in one place
Connect customer data across multiple systems and intelligently present it to the agents on a single screen.
Similarly allow access to all customers’ all case data through the self-service portal with a possibility to manage and track cases and tasks in real-time without need to contact the support team.
Manage your BackOffice tasks like Front Office
Eccentex Self-service Automation allows enterprises to manage back office cases on a same way as they managing front office interactions. All case data can be seen through the unified Agent desktop as well as through the customer portals in real-time.
All data going through strict access control means agents and customers can see only those information that are relevant in the particular engagement and granted on their profile.
Self-service attached workflows
Eccentex Self-service Automation go far beyond just a self-service portals or concierge bots. The platform attached Dynamic Case Management provides comprehensive workflows that manages the customer interaction with the portal and with the bots end-to-end until the case fully resolved.
Fast and always accurate answers
Establish a single source of through across multiple knowledge-bases by creating, curating and sharing knowledge across all customer support teams, bots and portals. Support customers to find answers on their own, guide agents with next Best Actions and other recommendations based on automated keyword picking and manage the knowledge from a single user interface across all departments and teams.
Allow rule-based escalations from Self-service to Human Assisted Services
Automatically offer Human Assisted services whenever it makes sense – as it can save a customer from abandoning a shopping or gather exceptional experiences by receiving instant support at a critical moment.
Eccentex Self-service Automation is directly integrated with CCaaS solutions that can allow Human Agents to jump into a Self-service interaction at any time when needed.
Go beyond simple ticketing
Eccentex Self-service Automation integrated with a platform embedded Dynamic Case Management that orchestrates and streamlines diverse service requests or support scenarios. Connect the customers with all resources among the business processes automatically without any delay – even if it goes beyond the contact center.
Enterprise-grade Self-service Automation
Eccentex Self-service Automation is designed for enterprises that need flexibility to meet their your unique needs.
High volume
When you need it, ServiceJourney is designed to scale. From thousands of agents to millions of cases, we have you covered.
Multi-lingual
ServiceJourney 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 of whether you have dedicated teams for each or a more complex cross-functional structure.
CCaaS ready
Empower your agents with real-time customer data right onto your contact center’s desktop. See an example with Genesys.
Real-time monitoring and insights
Eccentex Self-service Automation is tightly integrated with Eccentex BI – Business Intelligence features advanced analytics and real-time dashboard that help you to keep on track across all self-service interactions.
Define custom KPIs, event triggers, alarm thresholds to get notified immediately if anything needs your attention.
Additional resources
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