AppBase for Customer Service

Engage, automate and resolve customer issues better
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Improve service operations and engage customers with digital workflows. Solve customer problems by bringing front, middle, and back offices together.

Keep your promise to your customer

Exceed customer expectations

Drive down customer service costs

Deploy quickly and continuously improve

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52% of consumers say they have made an additional purchase from a company after a positive customer service experience.

“State of global customer service report” – Microsoft

Impress your customers with omnichannel

Provide consistent, context-aware service even as customers switch between phone, email, SMS, chat and social.

Virtual agent

Train chabots and voicebot to help customers on their open issues or progress along an existing journey

Intelligent routing

Simplify operations and ensure your customers reach the right agent or employee the first time.

Agent workspace

Show your agents a complete customer view, highlight their journeys and next-best-actions related to the interaction’s context.

Genesys Cloud & Engage

Turbocharge your contact center and empower your agents with the AppBase Genesys Connector

Empower employees with the "golden record"

Capture all data, journeys, processes, and events about your customer and use them to drive positive outcomes with exceptional customer experiences.

Customer 360

Show a 360-degree view of the customer over time and across all channels, journeys and touchpoints.

Hyper-personalization

Fold all conversations with a customer across all channels and cases into a single dialogue.

Organization-wide data

Extend or create data models specific to your business, such as products, services, vendors and accounts.

Events & Triggers

Attach automation rules practically anywhere including CRM data changes, case updates and employee events.

Track journeys throughout the back-office

Orchestrate diverse business processes — straight-through, human-assisted even unpredictable ones — across multiple channels and organization silos. Leverage business rules to automate at any step and connect with systems of record, applications and data sources.

Case management

Bring together the people, data and processes needed to complete a journey; adapt to unpredictable situations.

SLA management

Set clear goals and deadlines for each step of the journey and automatically escalate at-risk items.

Automation

Reduce manual labor and mistakes by automating repetitive tasks, optimizing complex decisions, and bridging systems.

Metrics and dashboards

Gain powerful insights with real-time data and historical reporting make it easy to find bottlenecks across all journeys.

Tame your email monster

Funnel and convert email addresses to tickets automatically, along with any replies or attachments, so you can focus on the customer and not your inbox.

Email-to-Case

Convert your emails into new cases or attach to existing cases, bringing all attachments with them.

Auto indexing & tagging

Automatically link emails to correct customer, react to content and notify employees of important events.

Contextual conversations

Email customers back-and-forth from different cases; their replies automatically attach to the correct threads.

Outbound emails and SMS

Automatically email customers about their cases, notify employees of changes and schedule periodic reminders.

Deploy quickly and continously improve

Configure and deploy a full range of applications — from ticketing apps to critical business systems — fast, right, and for the future on the award-winning AppBase Low-Code Platform.

Visual builders

Configure information-rich pages from feature-rich blocks, custom fields, actions, security profiles and custom widgets.

Connectors

Connect with external enterprise systems, databases, and other applications with a flexible and open integration layer.

Extensibility

Build advanced integrations and code custom complex actions using industry-standard languages and paradigms.

Enterprise grade

Trusted by organizations across the world to deliver modern applications that are secure, resilient and built to scale.

Capabilities that power digital business

Case Management & BPM

Operational CRM

Data Management

Email Capture & Automation

Dashboards & Reporting

Teams & Collaboration

Self-Service & Portal

Workforce Management

Tracking & Audit

Citizen Development

Recognized visionaries

Magic Quadrant for BPM-Platform-Based Case Management Frameworks

Forrester Wave™ Cloud-Based Dynamic Case Management

Platform as a Service: Definition, Taxonomy and Vendor Landscape, 2019

See how AppBase helps you keep your promise to your customers

Capabilities

Case Management & BPM

Orchestrate truly consistent and accurate resolutions with cases that adapt to diverse and unpredictable situations.

Customer360

Capture all data, journeys, processes, and events about your customer and use them to drive positive outcomes with exceptional customer experience.

Data Management

Create true-to-life data models with tables, parent-child relationships, many-to-many linking and drill down views.

Capabilities

Help Desk & Email Ticketing

Run your contact center with software that makes great customer experience easy.

Knowledge Management

Increase self-service and agent productivity with a single source of truth

Omnichannel with Genesys

Provide personalized solutions to complex issues, even if the journey goes beyond the contact center

Products

AppBase for Customer Service

Engage, automate, and resolve customer issues better

AppBase for Low-Code Apps

Quickly build enterprise-grade apps just how you need them

Industries

Energy & Utilities

Financial Services

Public Sector

Insurance

Telecom & Media

Retail

Cloud & Delivery

Professional Services

AppBase Cloud

Training

Government Purchasing Programs

Eccentex Marketplace

Case Study

A large consumer loan company reduced their call center by 210 FTEs and saved over $3 million.

Support

Documentation

Support Portal

Company

About Eccentex

Careers

Contact Us

Featured Partner

See how Genesys and Eccentex provide personalized solutions to complex issues, even if the journey goes beyond the contact center