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
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.
Train chabots and voicebot to help customers on their open issues or progress along an existing journey
Simplify operations and ensure your customers reach the right agent or employee the first time.
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.
Show a 360-degree view of the customer over time and across all channels, journeys and touchpoints.
Fold all conversations with a customer across all channels and cases into a single dialogue.
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.
Bring together the people, data and processes needed to complete a journey; adapt to unpredictable situations.
Set clear goals and deadlines for each step of the journey and automatically escalate at-risk items.
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.
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.
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.
Configure information-rich pages from feature-rich blocks, custom fields, actions, security profiles and custom widgets.
Connect with external enterprise systems, databases, and other applications with a flexible and open integration layer.
Build advanced integrations and code custom complex actions using industry-standard languages and paradigms.
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
Email Capture & Automation
Dashboards & Reporting
Teams & Collaboration
Self-Service & Portal
Tracking & Audit
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