Customer Service Automation
Service CRM for Genesys Cloud CX Users
Eccentex ServiceJourney for Genesys Cloud CX
What is ServiceJourney?
What is ServiceJourney?
Eccentex ServiceJourney for Genesys specifically designed for Genesys Cloud CX users. The seamless integration with Genesys Omnichannel Desktop 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 Genesys customer engagement capability seamlessly integrated with Eccentex HyperAutomation Cloud Business Automation capability.
Manage all customer interactions across any channel and processes. Leverge 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.
Are you a Genesys seller? Here is Eccentex out of box solution for Genesys Users
Watch our 3 minutes ServiceJourney introduction video
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
Why Genesys users choose ServiceJourney
Seamless Genesys integration
ServiceJourney instantly screen-pops an intelligent view of the customer inside of Genesys. No more jumping between scattered screens and tools.
Lowers cost of service
ServiceJourney automates common service tasks and assists agents with more complex cases through a single platform and universal desktop.
Quick ROI
ServiceJourney is built on a low-code platform that enables fast deployment and empowering organizations to continuously innovate.
Complete customer service inside Genesys Desktop
With a single click, agents can access all information and tools they need to resolve customer requests.
View account details, see steps taken, find related knowledge articles, get next best action recommendations and oversee conversation and interaction analytics data, all in one place.
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.
Manage your BackOffice tasks like Front Office
ServiceJourney is a unified customer service platform that brings case and work item managements capabilities to Genesys Cloud CX and streamlining the entire customer operation with a dynamic work-item distribution features.
Increase visibility with actionable 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
Eccentex on Appfoundry
Find Eccentex Service Journey on Genesys Appfoundry
Eccentex HAC Platform
Explore all features and capabilities of Eccentex HyperAutomation Cloud
Learn more about C 360
Discover how c 360 enables you to provide best in class service
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