Do you use Genesys? See how ServiceJourney can elevate your CX to new levels!

Advanced Email

Customer Service centered email management solution that captures, triages, and automates large volumes of emails.


Leverage the power of the Generative AI and Human collaboration to process all emails with low effort on time. 

Seamless CCaaS Integration

Eccentex Advanced email solution is easily embeddable into any omnichannel contact center desktop through standard iFrame. Front Office agents can use all capabilities of Eccentex email management without leaving their primary customer engagement application.

Learn more about how Eccentex Advanced Email solution enhancing the contact center agent productivity.


The Challenge

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

However, in enterprise scale managing large volume of emails coming with certain challenges.

  • Despite email being the preferred contact method for many customers, responses still need manual work and 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 contact the company through more expensive channels.
  • Supervisors are overwhelmed with manually triaging, re-assigning and re-prioritizing emails and manage escalations.

The Solution

  • Eccentex HyperAutomation Cloud provides advanced email features that go beyond a simple ticketing or help desk system.
  • ServiceJourney provides a Customer Service centered email management solution that enhance the contact center with email-to-case capabilities, content analysis, routing rules, SLAs, workflow, artificial intelligence and personalization.

Customizable solution that fit your service teams

Easily tailor ServiceJourney to support your customers’ needs and embed in your business processes. Configure distribution rules, set up priorities, match content with skills, leverage Generative AI to create personalized replies or set up auto-replies.
Use real-time sentiment and content analysis to better understand the customer context and automate repetitive tasks.

Generative AI support

Automatically translate email between languages

If you are working on an international basis and need to support customers on multiple languages, you can save time and effort by leveraging the automated translation of any incoming email from and to any language (including logo graphic languages and right to left writing)

Email Automation

Capture, analyze, assign and track every email

Automatically classify, prioritize and assign emails to the most suitable agents based on AI assisted sentiment and content analysis, detected languages or keyword found in the email body or customer segment. Support your customers with highly personalized responses through a contact center embeddable solution that supports millions of monthly emails along with unlimited inbound and outbound email channels.

Generative AI support

Understand and provide context at every level

Leverage Generative AI to auto create hyper-personalized responses and automatically attach knowledge articles either from the internal knowledge base or directly from trusted public sources based on a real-time context analysis. Auto populate customer data from your CRM, billing or BI system and leverage elastics search to find all information you need.

Case Management Integration

Go beyond simple ticketing

Thanks to Email-to-Case capabilities incoming emails can be automatically converted to one or more service requests that all comes with its own workflow automation and task management.

Features your customer service team will love

Everything you need to run your customer service department through email communication

Auto Assignment

Automatically delegate emails to agents based on condition rules, availability and priority.

Customer Context

Enrich the email view with real-time customer information and suggested responses.

Zero-Touch Rules

Determine when and how an email can be processed without an agent’s involvement.

SLA and Business Hours

Avoid SLA breaches with re-prioritization and proactive notifications.

Language & Brand Detection

Route and respond to emails consistently with the correct language and brand.


Track all your key performance metrics. Identify areas of improvement and fix them.

Preferred Agent

Ensure a customer’s replies are handled by the same agent.


Further automate routing by connecting with other systems. Pull loyalty level, account number, more.

Extra Features for Genesys Users

Email Reassignment

Search across all captured emails and manually take ownership or reassign them to another queue.

Interaction Automation

Auto-answer emails, automatically set wrap-up codes and disconnect when agents are done.

Email Parking

Stop working on an email to handle a higher priority interaction or schedule a response for a later time.

Multiple Email Actions

Allow agents to reply, forward and more without auto-disconnecting on the first action.

Enterprise-grade email management

ServiceJourney is great for mid-sized and large organizations that need an end-to-end solution
that meets their unique needs.

High volume

When you need it, ServiceJourney is designed to scale. From thousands of agents to millions of emails, 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 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 onto your contact center’s agent’s desktop. See an example with Genesys.


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