Intelligent Work Automation
AI powered Case Management, Process and Workflow-automation extension for Genesys Cloud CX
As part of Genesys’ decision to discontinue its PureEngage, PureEngage Cloud and PureConnect legacy platforms by 2028, existing customers are being encouraged to migrate to Genesys Cloud CX. Eccentex Intelligent Work Automation solution helps existing iWD (Intelligent Workload Distribution) users to effortlessly move to Genesys Cloud CX without making compromise on any existing features or workflow automation. Migration customers can leverage the combined power of Genesys customer engagement and Eccentex process automation platforms including the platform embedded AI capabilities on both side. Joint customers can enjoyed the “best of both worlds” capabilities that are seamlessly integrated and work together as a single platform.
Simple Genesys Cloud migration path from any legacy platforms
What is Eccentex Intelligent Work Automation?
Eccentex Intelligent Work Automation for Genesys is specifically designed for Genesys Cloud CX users. This solution is tightly integrated with Genesys Cloud through platform level APIs. The seamless integration with Genesys Omnichannel Desktop enables Genesys cloud users with new capabilities such as:
– Dynamic Case Management
– Complex Process and Workflow Automation
– Real-time Queue Management (iWD Manager like feature)
– Personal and Group Work Bin Management
– Business Rule Management and Auto Classification
– Continuous Reprioritization
– Case and Task Level SLA Management
– Conversation Management
and more…
It removes the UI barrier between CRM data, Process Automation, Knowledge Orchestration and Advanced Email Management.
Enable your customer service reps and your knowledge workers with the joint power of Genesys customer engagement capability seamlessly integrated with Eccentex HyperAutomation Cloud Business Automation features.
Manage all customer interactions across any channels and any processes. Leverage the platform level 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 complex Workflows and Business Processes end-to-end, across the entire customer journey, from Self-Service through Front Office and BackOffice operations.
Engage your customers proactively, capture, create, classify and assign cases and tasks automatically. Auto-process documents, resolve cases with the support of AI agents and distribute the work fairly across the available resources.
Better Together
Genesys Cloud CX and Eccentex HyperAutomation Cloud platforms are tightly integrated across all communication channels and business processes.
They are working together seamlessly like a single solution.
Joint customers can enjoy the world leading Customer Engagement Platform and a state of the art Business Process Automation platform combined power to deliver exceptional Customer Experiences.
When it comes to Engagement or Process Automation, the joint solution leveragae the power of AI on both sides to seamlessly orchestrate customer journeys, minimize the chance of human errors, gain time and improve efficiency in all process steps.
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Eccentex Intelligent Work Automation Major Capabilities
Automate complex Workflows
Capture, triage and automate customer inquiries and requests coming from any channels and resolve them easily
End-to-end Customer 360 view
Provide visibility across the entire customer journey, including all interactions across all channels and business processes
Advanced Email Automation
Integrate enterprise email management into the corporate processes with Auto Case Creation, SLA enforcement and more
Sophisticated Rule Management
Enable businesses to create their own rule systems and leverage it across all processes and workflows
Individual or Group Workbins
The solution is capable to handle case/task distribution either in Pull or Push mode and it supports blending / overblending
Omnichannel Conversation Management
Ability to show the customer engagement history across all channels and all process step across the entire customer journey
Why Genesys users should consider Eccentex Intelligent Work Automation
Seamless Genesys integration
Eccentex Intelligent Work Automation instantly screen-pops a 360 view of any interaction inside the Genesys desktop through a standard I-Frame. No jumping between scattered screens and tools needed.
Lower Operation Cost Significanlty
Eccentex Intelligent Work Automation automates all common service tasks and enables end-to-end case management to assists agents to resolve complex cases through a single platform and a universal desktop.
Quick Return of Investment and Agility
Eccentex Intelligent Work Automation is built on a No-Code / Low-Code platform that enables fast deployment and empowers organizations to continuously innovate effortlessly.
An end-to-end Business Process Automation inside Genesys Desktop
With a single click, agents can access all information and tools they need to resolve even a complex customer requests.
Agents can view account details, see all process steps taken, find related knowledge articles, get next best action recommendations and oversee customer conversations and monitor major KPIs and analytics data, all in one place.
Go beyond simple ticketing
The solution embedded enterprise grade Case Management automates and streamlines diverse service requests across all cooperating teams with AI assisted auto-resolution capabilities. Connect people, systems and processes across the entire customer journey to ensure every request is resolved on time – even if it goes far beyond the contact center.
Manage your BackOffice with the same transparency as in Front Office
Eccentex Intelligent Work Automation is combines the power of a Case Management, Process and Workflow Automation, and task distribution tools that bring case and work item managements to the next level. No tasks will be forgotten, no SLAs will be harmed, no resources remain underutilized due to the active but fair work distribution. Streamline your entire customer service operation with a combined Genesys – Eccentex work management and distribution features.
Increase visibility with actionable insights
Eccentex HyperAutomation Cloud – the platform that operates Intelligent Work Automation – is also equipped with a built in Business Intelligence (BI) feature that provides advanced analytics and real-time dashboards to organize and supervise your customer operation teams. Track interaction data, monitor case performances, identify trends, and make data-driven decisions. Define custom KPIs and derive business-specific insights with Eccentex BI.
Additional resources
Eccentex on Appfoundry
Find the Eccentex Solution Offering on Genesys Appfoundry
Eccentex HAC Platform
Explore all powerfull features of Eccentex HyperAutomation Cloud
Learn more about C360
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