Walk-through our Genesys integrated Omnichannel Customer Service Platform 

For more specific use case requests, no matter how complex, sign-up for a demo below.

Email Help Desk

Leave the challenge of managing a slew of customer emails to ServiceJourney.

Knowledge Base

Encourage self-service by intelligently surfacing knowledge articles that are relevant to the journey.

Service Desk

Achieve true omnichannel – not multichannel – customer service.

Operational CRM

Consolidate data, processes, and events to create a single source of reliable informaiton.

Modern case management

Orchestrate consistent and accurate resolutions every time with cases that can adapt to diverse and unpredictable situations. Surface the most relevant and actionable information to employees based on the interaction or work at hand. Create any number of case types that have their own workflows, fields, SLAs, and business rules.

Customer360

Provide agents with a 360-degree view of each customer’s history and prior interactions.

Flexible forms

Add and modify forms that are key to each case type; add validations, field guides, and more.

Custom milestones

Track simple and complex cases with milestones tailored to how each case type should be resolved.

Track tickets across the front, middle, and back office

Boost efficiency and transparency across multiple channels and organization silos by automating work when possible, deferring to human judgement when required. Automate repetitive processes, route tasks to employees based on their skills, and group similar cases to streamline resolution and unite your front and back offices. Track tickets coming from multiple channels and assign them to individuals, teams, departments, or specialized queues.

Language detection

Assign incoming emails to agents based on queue and skill level.

Email-to-Case

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

Integration & APIs

Send case data to other systems or allow other systems to push, create, route, and close work.

How to get AppBase for Genesys

If you are already using Genesys, you can get AppBase 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

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. 

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.

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.