HyperAutomation Cloud

Customer Service Management

Drive seamless customer experiences across all channels and touchpoints

Eccentex ServiceJourney for Enterprises

What is ServiceJourney?

What is ServiceJourney?

Eccentex ServiceJourney designed for Enterprise clients who want to leverage the seamless integration between Eccentex HyperAutomation Cloud and leading Cloud Contact center platforms for end-to-end Customer Service Management purposes.

The seamless integration between Eccentex Business Automation platform and an Omnichannel CCaaS solution removes the UI barrier between CRM data, Process Automation, Knowledge Orchestration and Advanced email management.

Enable your service reps and your knowledge workers with the joint power of an agile Business Process Automation engine, an Omnichannel Customer Engagement engine and cross-cloud federated AI Services to speed up digital transformation and elevate Customer Experiences.

Manage all customer interactions across any channel and processes. Leverage the platform embedded knowledge and document management capabilities and empower your customer service experts with Eccentex AI Services to elevate your customer experiences to the next level.

Automate your Business Processes end-to-end, from Self-Service through Front Office and BackOffice operations.

Engage customers proactively, capture, create and assign cases and tasks automatically. Use Eccentex AI Services to auto-classify and prioritize work and assign it the right resource either in push or pull-mode.

Why Enterprises choose ServiceJourney

Seamless CCaaS integration

ServiceJourney instantly screen-pops an intelligent view of the customer inside of a Unified Agent Desktop. No more jumping between scattered screens and tools.

Lowers operation cost

ServiceJourney automates common service tasks and assists agents with more complex cases through a single knowledge orchestration platform and universal desktop.

Ensures Quick ROI

ServiceJourney is built on a low-code / no-code platform that enables fast deployment and empowering organizations to continuously innovate easily.

ServiceJourney Major Capabilities

Customer Workflows

Capture, triage and automate customer inquiries and requests coming from any channel and resolve them easily

Customer 360

Turbocharge you CX with a true 360° view of the customer tailored for any processes and service teams.

Email Help Desk

Advance your enterprise email management with cherry picking avoidance, Auto Case Creation, SLA enforcement and more

Smart Knowledge Base

Surface the most relevant and actionable knowledge articles related to the actual customer journey stage across your agents

Everything in one place

Connect customer data across multiple systems and intelligently present it to the agents on a single screen. 

Manage your BackOffice tasks like Front Office

ServiceJourney is a unified customer service platform that brings case and work item management capabilities to Genesys Cloud CX and streamlining the entire customer operation with a dynamic work-item distribution feature.

Silo breaking workflows

Go beyond just Helpdesk like ticketing with end-to-end case management solution that automates and streamlines diverse service requests across the entire company.

Always provide fast and accurate answers

Help customers find answers on their own, guide agents and provide a single source of truth across every department and team.

Turbocharge your Contact Center

Automatically screen-pop real-time customer data (even fetched from multiple source systems) when an agent receives a call, chat or email interaction. Auto popular the best matching knowledge article based on the real-time conversation context. Eliminate the agent needs to jump between different applications and screens.

Go beyond simple ticketing

End-to-end case management automates and streamlines diverse service requests across your teams. Connect people, systems and processes to ensure every request is resolved – even if it goes beyond the contact center.

Enterprise-grade customer service

ServiceJourney 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, ServiceJourney is designed to scale. From thousands of agents to millions of cases, we have you covered.


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


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

Turbocharge 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 HyperAutomation Cloud equipped with a built in BI – Business Intelligence feature that provides advanced analytics and real-time dashboard capabilities to organize your interaction data, track case performance, identify trends, and make data-driven decisions. Define custom KPIs and derive business-specific insights.

Additional resources

3 common process automation mistakes

3 common process automation mistakes

Business Process Automation is a good thing, and not just to generate efficiency for your company but it is demanded / expected by your customers as well. Is that right?  Hmmm, not always. Back in 2022 a Gartner Survey revealed that “80% of Executives Think Automation...

read more

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The first step in digital transformation is understanding your existing capabilities along with your vision.