Tibor Vass (00:23):
Good morning, everyone. Good evening, according to your time zone. Here’s Tibor Vass, CMO of Eccentex. I really appreciate you joining us today for this live webinar, where we’re going to

Tibor Vass (00:34):
discuss how we support customers to implement an AI-assisted email and case management solution which is tightly integrated with Genesys Contact Center solutions. And we have a co-speaker here, Maksim Gill, Vice President of Product, and we’re going to guide you through this with less PowerPoint and more live demo support. And I’d like to start by

Tibor Vass (01:03):
very quickly introduce what Eccentex is doing together with Genesys. We are the only embedded dynamic case management platform in Genesys that can be inserted into the Genesys omnichannel desktop in a standard iframe, which means that the experience for agents and customers will be absolutely seamless. Even the agents will not really

Tibor Vass (01:30):
recognize that they are leaving the Genesys platform and working inside the Eccentex HyperAutomation Cloud platform, because they virtually seem like one solution. That’s a unique differentiator for us. To deliver these experiences together, we split responsibility for four crucial things. Genesys assigns resources at the time they need to be assigned to whoever needs to be assigned a case, task,

Tibor Vass (02:02):
or other type of work item. The omnichannel part—channel management, inbound interactions, and the assignment and routing of cases and tasks—is Genesys’s responsibility through Genesys Cloud CX. Eccentex, embedded in the Genesys desktop, is responsible for who is doing what and how. That means Eccentex is

Tibor Vass (02:32):
responsible for the processes, procedures, business rules, classifications, prioritization, and everything that needs to be done to properly handle a case or task. The unique differentiator of this joint solution is that we jointly deliver an end-to-end omnichannel customer experience, which includes omnichannel

Tibor Vass (03:03):
engagements and the omniprocess engagement capabilities. So regardless of which unit the agents are in, regardless of what kind of data or procedures they need to work on, we are always providing the same unique omnichannel experiences across a single unified desktop. So one of the most important features of this platform is that it also includes the legacy platforms of the

Tibor Vass (03:31):
Genesys solution. Our integrations do not end at Genesys Cloud CX; they also include Genesys Engage, whether on-premises or in the cloud, and legacy platforms such as Genesys PureConnect. We also add a low-code/no-code application development platform to Genesys’s capabilities. Whatever is developed can be extended easily without requiring significant IT support, which means that even users can

Tibor Vass (04:06):
edit and adjust their workflow or create new procedures very easily through visual editors. And of course we are incorporating the extension to IWD, the Intelligent Workload Distribution mechanism, and also adding new features to it. We can do very similar things to what the legacy Genesys product Conversation Manager did. We can automate workflows further,

Tibor Vass (04:34):
we can add the knowledge and document management, it’s all supported with AI features. So what Genesys Cloud strengths are, we’re just not replacing any of them, actually we are adding new features to it, and that’s why we are jointly able to deliver the end-to-end experiences, and also we can add operational CRM process-centric service automation features. As I mentioned,

Tibor Vass (05:03):
document and knowledge management is fully embedded and automated, and we are adding a different AI capability. Genesys is more responsible for conversational AI, and we are adding process automation and generative AI capabilities to this mix. Just to remember before the demo, what are the key core capabilities of the Eccentex platform that are added to the existing Genesys Cloud CX platform: operational CRM,

Tibor Vass (05:34):
dynamic case management, including task distribution, and advanced email automation, which is an enterprise-grade solution. It includes workflow automation and tight integration between the email system and dynamic case management. We have a smart knowledge base. Why is it smart? Because it embeds intuitive AI features which automate the agent and user experiences. We have the unified Customer 360 desktop, as we are able to

Tibor Vass (06:04):
pull data from various systems, business intelligence systems, CRM systems, any kind of systems where the customer’s data is stored. We are adding AI-assisted self-service portal where the customer is able to see the procedures, the handling of their cases, the current status, and so on, and we’re also adding the document management features which are also embedded in our platform,

Tibor Vass (06:32):
but we are able to connect to third-party document management systems like OpenText ECM and so on. It’s all supported by Eccentex AI Services, which include 27 distinct AI capabilities embedded in the platform. They support email automation, document management automation, prioritization, PII—personally identifiable information—masking, and many other

Tibor Vass (07:02):
features, but you will see the details in the demo. And of course, we are able to connect the system through platform-level open APIs to any other systems which communicate through standard interfaces. At this point, I would like to hand the demo over to Max. I will stop sharing, Max, and you can share your screen.

Maksim Gill (07:25):
All right. Thank you, everybody. I’ll share my screen here for a second. This presentation is going to be very focused on the Genesys environment and the value we bring to the Genesys environment. What we really do is provide a task management, case management, CRM, and help desk system to Genesys natively within its environment. Unlike many other systems that work with Genesys, where Genesys is just a side piece—perhaps a little widget for the Genesys call center within your ticketing system—

Maksim Gill (08:07):
we do the opposite. We embed our technology right into the Genesys desktop, which gives you a lot of benefits in terms of getting all the telemetry and all the other benefits of the Genesys desktop built to handle multiple calls at the same time, ability to see different apps inside of the same

Maksim Gill (08:31):
desktop, all the productivity tools that Genesys spent millions of dollars building, we take advantage of them. So here’s an example of a use case where a customer emails a technical support question to a department and we see a rich email helpdesk solution right inside of Genesys. And so what we do is we actually capture the email ourselves and we convert that email into a

Maksim Gill (09:06):
case. A case is like a very rich ticket. Think of like a Zendesk or a Jira ticket. This is just a more rich functionality type, more flexible type of interface for them. So our email case in this situation has all the tools that an agent may need to respond to that customer inquiry. So there’s

Maksim Gill (09:31):
a lot of things that help Genesys agents better understand the context of the question. A lot of AI goes into all of this to help with triage and categorization. We’ll talk about that in a minute. But let’s look at this example specifically. A customer has emailed technical support saying they want to migrate from a Samsung to an iPhone, and they have a couple of questions, as you might expect for AT&T or another telecom. They have multiple

Maksim Gill (10:05):
questions here, such as whether they can transfer photos. They have also added their credit card number because they’re having trouble ordering the phone from the website. For some reason, they would like a customer service agent to do something that really shouldn’t be done, but this person perhaps made a mistake and ended up putting their credit card

Maksim Gill (10:31):
number into the system, along with a couple of addresses, so a lot is going on here. Our AI engine takes this email body before it gets converted to a case and performs several actions. First, it identifies the urgency. This is highly urgent because they would like the phone delivered by November 30, and it is already November 29. We can also detect the language and translate into more than 100 other languages

Maksim Gill (11:02):
using a neural network. This all helps with triage to make sure the right people are working on the case. We can summarize either the original customer request or the entire thread. As the conversation evolves between an agent and a customer, much more information is added and more questions may surface that weren’t

Maksim Gill (11:31):
in the original email. We can summarize both at an individual level and across the entire conversation, and handle basic tasks like sentiment analysis to help with prioritization and prepare the agent. Further down the line are business-specific categorization and triage. Here we’ve extracted the various

Maksim Gill (12:02):
entities involved in this conversation. We have the customer, Pat Thompson, as well as Sarah Thompson, contact information, addresses, organizations, and products. All of these things have been extracted and can be used by the agent to quickly understand what the conversation is about, as well as to help with automated triage. This information can route the case to the right product team or the right

Maksim Gill (12:37):
tier of support. We also have advanced capabilities like PII—personally identifiable information—detection and redaction. If somebody sends credit card numbers, a driver’s license, a passport number, or something else, we have the option to redact it before it reaches the agent. We have it right here.

Maksim Gill (13:00):
Using all this information, we’re tagging the case. You can see the tags about this case. As the conversation evolves within the thread, we can add more and more tags. These tags are used for a variety of reasons. One is automated triage, and another is post-reporting and aggregation. If you want to understand later what your top types of inquiries were over the last couple of months, you can see all that here

Maksim Gill (13:34):
through a reporting tool. I’m going to show you in a second. In addition to all this information that we have here, Tibor mentioned our smart knowledge base. And the reason it’s smart is because it is able to take the context of the case where this knowledge base widget is embedded in and is able to surface the knowledge articles that are most relevant to that use case.

Maksim Gill (14:02):
We know what the customer is asking, but we also know more about the customer because our product includes a CRM system. We can know that this person has two types of products and that they are located in a particular region. Therefore, it doesn’t make sense for us to surface an article about the hours of operation for AT&T stores in

Maksim Gill (14:32):
Washington if they are located in Idaho. So we have all these things here. And this is our own knowledge base system. It’s very comprehensive and it provides ability to also integrate with different systems and can really leverage as a standalone knowledge base system or as one embedded right into this. So in terms of how this is all integrated with Genesys, as you can see,

Maksim Gill (15:05):
it screen-pops right into the Genesys desktop. When a new email comes in, our system picks it up, either creates a new case or attaches it to an existing case, and routes it to Genesys. A customer service agent sitting in Genesys will receive this screen pop just like a phone call or

Maksim Gill (15:31):
chat, and it is completely seamless. They may not even know they’re working within the Eccentex app. It is all very integrated. They can handle multiple emails and conversations at once. You can barge in. If a user is working on an email with medium priority and a high-priority phone call comes in, the phone call can barge in and screen-pop. All those advantages that Genesys offers are available because we embed

Maksim Gill (16:03):
directly into Genesys, providing all the capabilities necessary for a medium-to-large contact center. I mentioned that we have a lot of AI here. One useful feature is the reply-all email function. An agent looking at all of this will most likely need to reply, so we have a capable authoring tool that provides

Maksim Gill (16:30):
many of the features you would expect from an authoring tool. Along with AI, we also have the Generate AI Response capability. We can train a large language model against your knowledge base, distinct policies and procedures, and product information, and combine that with the general knowledge of an existing large language

Maksim Gill (17:00):
model such as ChatGPT. We can give the system a prompt and have it provide a sample response to the customer’s inquiry. For example, I can ask it to answer the customer’s questions, include the UPS tracking number for the iPhone they ordered elsewhere, and embed that information in the email. I can then generate a sample response very quickly.

Maksim Gill (17:32):
You can give it more instructions if you want links or more detailed guidance in the response. It will all appear right here. This also provides capabilities such as generating a response in different languages, which can be helpful for a multinational support organization when a customer service agent who speaks a particular language is unavailable or busy.

Maksim Gill (18:02):
The agent can read the email in whatever language is most convenient, respond here, and have the system translate what they wrote into English or another working language. It is very comprehensive. All this information is managed as conversations within Genesys, so the performance statistics and other data you may already use within Genesys

Maksim Gill (18:30):
reports and performance tools feed directly into it. You do not need a separate reporting strategy for those items. Another component is CRM. As we receive emails, chats, or phone calls, our system provides a built-in CRM similar to Genesys External Contacts, but with a true CRM experience, typically

Maksim Gill (19:06):
for service-centric use cases. This is our CRM. It provides a 360-degree view of the customer you are speaking with. You can see member details, products, and other relevant information. This information can live within our system, or you can feed it in from an external system such as SAP or a billing system,

Maksim Gill (19:38):
or your order management system, or whatever it is you want. You can see that in here. You can see all that account information here as well, which you can also configure to your specific business. I just configured this just for a Costco-style retail business, but you can easily do that for whatever company you worked with. And I can show you how that’s done, but it’s

Maksim Gill (20:01):
extensively customizable. You can see almost anything you want, along with offers such as AI-driven recommendations and next best actions. When a phone call comes in, we also have the option of screen-popping this customer profile page. An email may present an interface like this, while a chat or phone call can instead screen-pop

Maksim Gill (20:34):
this type of UI right into the Genesys desktop. You get a rich customer look and feel regardless of the channel you’re working with in Genesys. Once an Eccentex page screen-pops, you can do things like create additional cases. During

Maksim Gill (21:01):
the conversation, a customer may have a complaint they want to file and also request a refund. You can create those cases right here. A case can be resolved automatically or by the agent working on it. If it is more complex and requires follow-up, it can go into a back-office queue. This

Maksim Gill (21:31):
back office work can be done outside of Genesys, but it’s visible to all the Genesys agents. So here we, so here we, you know, we’re just kind of finishing up here. We have a lot of other capabilities that are very specific to Genesys. So one important thing is the ability to see all the conversations outside of the Genesys, there’s a special portal for supervisors from

Maksim Gill (22:00):
back-office workers that gives you insight into the Genesys operation. As a supervisor, you can log in and see all conversations created through or related to the Eccentex platform. Emails, phone calls, and anything else integrated with our product appear in this highly searchable real-time report. From

Maksim Gill (22:36):
here, I can transfer a conversation to another queue, reassign the agent, or force a disconnect. These supervisor capabilities may not be as transparent within the Genesys environment, and they are highly customizable. You can create a special set of actions for your Genesys environment and search very easily for all conversations

Maksim Gill (23:04):
currently in a queue, involving a set of agents, or related to a case. You can enter any conversation, see the related cases or customers, and open the CRM pages, cases, or emails connected with that conversation. You can

Maksim Gill (23:31):
backtrack and see, you know, you know, everyone who was involved in this, you can see the contacts which gives you the list, you know, if the work case, this was involved with the customers involved with all that good stuff, an entire history of that conversation. So you can see, you know, who, why was this case, why was this conversation initiated, who answered it, and, you know, who disconnected with what a wrap up code. You can see all that right here.

Maksim Gill (24:02):
We also have, you know, more of an advanced reporting tool that gives you a more of a holistic view of your Genesys help desk or case management system. So this is all very customizable to your use case, but we come with a few out of the box pre-canned reports and dashboards that are helpful for a, for the Genesys contact center. And these include things like, you know, the cases created, you know, last two months, all these very nice widgets you can then, you know,

Maksim Gill (24:34):
filter down with and things like that. So a very rich type of reporting capabilities here. In terms of how all of this is configured, so the thing that separates us from some of other vendors is that everything you see here is customizable, configurable to your exact use case. So all the buttons up here, all of the actions, the tabs, the information that you’re shown

Maksim Gill (25:04):
about the customer, the types of cases and subcases you can create, routing rules, and what AI does are all configurable from our setup pages. Let me show you how the customer service model—the customer data model—is configured. This is the customer data model you saw on the customer’s CRM page. We model the entire customer as relational tables

Maksim Gill (25:37):
whose data may or may not exist within our system. I have a party or customer here, along with the contact information and social media data handled within our product. You can see the cell numbers and the various columns in these tables. They also have sales orders or restaurant reservations. We model which columns are available in the system and what they are related

Maksim Gill (26:05):
to, but we don’t necessarily need to keep that, we don’t necessarily have to have that data within our system. This is just modeling how this data looks like, but the data may live in a different system like SAP or IBM or somewhere else. And so we have a tool synchronizing this data back and forth between your core system and here. And the reason that’s important is because if you do model it here as any other object, then you’re able to create things like forms around this,

Maksim Gill (26:33):
or you can create detailed pages around all of this. And so you can see all the fields that you’ve considered here about your customer, you know, they’re all available here within the detailed pages, within the search grids, reports, all these things, just because you’ve modeled it there, we’re able to then consume that information. And so what would happen is that typically your, you know, the partner or a team would configure, you know, this type of data model,

Maksim Gill (27:06):
and then the business can go leverage it for whatever needs they may have. So when I talked about the case management, task management side of all this, we are truly a comprehensive case management, task management system. So this, what you’ve

Maksim Gill (27:30):
seen here is an email case, but it could also be a help desk inquiry initiated from a customer portal, a fraud investigation, or a claims case. A claim can create tasks for a claim adjuster or reviewer sitting in Genesys, and we can route them a non-real-time piece of back-office work.

Maksim Gill (28:05):
When we create cases such as complaints, they can be processed not as a Genesys media interaction, but by agents who have downtime between real-time calls. You can route these tasks to those agents, and they will see them right here. For those interested in

Maksim Gill (28:31):
let’s say, an alternative to IWD, or are waiting on more advanced task management capabilities, we provide that functionality out of the box for you. So, you know, going back to some of the other configurations here, we have a lot of capabilities around how we actually integrate with Genesys. So we are very deeply, we’re probably the most

Maksim Gill (29:04):
deeply integrated case management and ticketing CRM systems for Genesys across all its product lines, whether Engage, PureConnect, or Cloud. We can configure what happens when a call is handled: show a customer detail page or take another action. We can define what happens for a chat, or when

Maksim Gill (29:32):
the customer does not exist in the CRM. All of these use cases can be configured conveniently from here. It also appears as an AppFoundry Premium App, which means it is managed through the Genesys environment. It is convenient for onboarding users, and you do not have to install anything.

Maksim Gill (30:03):
It’s not really all that difficult to do. This demonstrates the comprehensive capabilities of our product. We also have a couple of interesting new capabilities, such as Solution Ventor and other convenient ways to configure the product out of the box. As I showed you, we have workflow builders,

Maksim Gill (30:31):
and many other tools that provide new capabilities to build use cases specific to your needs. One thing we found is that we can use AI to generate an initial MVP version of an entire solution directly from our setup. I can provide a lot of detail here, but in this example I simply wrote, “I’m creating a complaints case management system

Maksim Gill (31:00):
for a clothing retailer.” The system created an initial MVP of my solution. It created one case type—a product quality complaint—and generated the workflows, resolution codes, form fields, and people involved, which become your CRM and internal data models. Then we have a

Maksim Gill (31:37):
set of reports, including product complaint reports specific to the use case. AI generates those as well. We also have email templates and many other elements useful for the exact situation. Once these are created, you can modify

Maksim Gill (32:02):
them inside the standard setup. Switching gears, I want to show another example. This is also a case, called a DBQ/ISO case. It is similar to a benefits request and represents a more comprehensive case management system built on the exact same platform. You can see that it can also be embedded directly into

Maksim Gill (32:32):
Genesys. When I discussed screen-popping non-real-time work to agents or other people within a Genesys environment, this is what I meant. These can be very comprehensive cases—not phone calls, emails, or chats—that get routed to the appropriate people. It is all handled within our product. You can see a significant difference in how this case looks

Maksim Gill (33:02):
as compared to the email help desk use case. So all the same platform, this, this demonstrates that we have a lot of customization capabilities that can fit your exact use case. So in this situation, I’m just going to, you know, I can show you everybody who’s involved in this case. I can see all the tasks related to this case. So within the Genesys world, we can route these tasks individually, again, route the entire case to agents, or we can route individual tasks,

Maksim Gill (33:40):
subtasks related to this case. I am showing this case outside Genesys because it can be screen-popped within Genesys, while back-office workers have access to the exact same case. You do not need to be a

Maksim Gill (34:01):
Genesys user to access the system. A back-office employee or supervisor who does not typically work in the contact center but is involved in the process can also use it here. We have a built-in inbox and queueing system for the back office. The tasks are very comprehensive: they have their own SLAs and state models, and you can see who owns each item.

Maksim Gill (34:33):
Now, ultimately, we come with a lot of capabilities here that may be useful for you, seeing, let’s say, an entire audit of how the cases resolve across multiple conversations. So if you have a case that’s long running, that involves calling back and forth between a customer multiple times, emails, give or get an on the channel experience to resolve that customer journey, you can see that entire history of this, you know, why was this case created? When was the first

Maksim Gill (35:02):
time the customer got contact with the agents? What steps were taken by the agent? When was the second time they called back? Now, this is audited here, this then can have all sorts of benefits of reporting and reactions and, you know, a bunch of other stuff. You know, a lot of other capabilities like document management here, that we’re loading here,

Maksim Gill (35:30):
that gives you access to images and documents the customer may have sent. This enriches the Genesys environment with CRM and case management. Customers without a unified system like ours may have five or six separate systems running, forcing agents to keep six browser tabs or thick-client applications open and click between multiple apps,

Maksim Gill (36:05):
copying and pasting information and looking things up. The customer may be identified by Genesys, but an agent might still have to visit five different systems, paste the customer’s account number, and search for them. It all adds time and increases the chance of mistakes. That is something we want to avoid,

Maksim Gill (36:30):
which is why we provide this unified view. As discussed, the unified views can be configured directly from the setup pages. You can also configure workflows. There are probably hundreds of useful configuration options that ensure you get exactly what you need, from letter and email templates to triage rules and rule builders

Maksim Gill (37:04):
and a lot of fun stuff here. But you have, let’s say, workflows right here. So you can say, here I have the workflow of a case coming in, and this is, you know, a full view of what the case lifecycle may look like. It’s a pretty complex one. And you have events here like, all right, when this case is at the client gathering records, I want to send this to Genesys.

Maksim Gill (37:34):
Where should I send it? Which skill sets should be involved? It becomes very intuitive. You can then say, for example, that a case has not been picked up or resolved within three or four hours. What happens next? I can reassign the case, change its priority, or

Maksim Gill (38:03):
send an email notification to my manager. You can build out the business-use-case workflow here. We are deeply integrated with Genesys and provide reports and capabilities back to Genesys, giving you a comprehensive system. Other interesting configurations include numerous rule builders.

Maksim Gill (38:38):
This example is specific to email, but the rules can apply to any type of case. If an email arrives in English with negative sentiment and the customer—or patient, in this use case—is in network, I can define actions such as sending the case to a particular queue. You can also begin triage here based on the

Maksim Gill (39:04):
email body or the case content as well. So, you know, a lot of, you know, I want to finalize here that everything here is really based on a deep integration to Genesys. So you have the benefits of a very flexible low code case management and CRM system that can be run completely on its own or deeply embedded within Genesys, providing a lot of benefits that you may not get from other

Maksim Gill (39:35):
systems. Finally, this is offered as an AppFoundry Premium App. Depending on the use case, multiple tiers of features are available, and deployment is fairly quick. You can start while still using Genesys Engage or PureConnect.

Maksim Gill (40:06):
If you want to migrate to Genesys Cloud in a year, our system can run in a way similar to Engage or PureConnect, and when the time is right, you can switch to Genesys Cloud. The migration path is fairly simple. You can start taking advantage of the technology now, get used to it,

Maksim Gill (40:33):
and complete all the steps needed to embed it in your business processes. When you are ready to migrate to Genesys Cloud, the transition is relatively seamless, and your agents receive almost the same experience they had in Genesys Engage. All right, I think that’s it for my time. Thank you.

Tibor Vass (40:57):
Thank you so much, Max. It was an amazing demo, as always. If you allow me to share my screen,

Tibor Vass (41:03):
I’ll quickly show how customers or prospects can reach us. Here at Eccentex, we are always happy to answer any questions you may have. Feel free to reach out to us. You can visit our website, follow us on LinkedIn, watch our demos, call our sales team directly, or contact our marketing team if you need

Tibor Vass (41:31):
support. This webinar is recorded, and we will share the link. If you were unable to attend or would like to review it, the recording will be available on our YouTube channel. Thank you so much for participating today. As I said, if you have any further questions or would like to organize a more detailed, tailored demo specifically for your organization’s or company’s needs,

Tibor Vass (42:03):
do not hesitate to reach out to us. Thank you so much for your time and enjoy the rest of the day.