Omnichannel with Genesys

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

How the AppBase – Genesys integration works

This app connects Genesys to AppBase and provides a screen-pop for Customer360 during an interaction, creates and follows-up on Cases, and automates simple to complex customer service requests.

Looking for a great return on investment?

$3 million

savings after the first year of production

210 FTE

reduction in contact center agents within the first year 

22%

drop in complaint tickets within the first year

7%

reduction in contact center costs after the first year of production

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Unify the agent desktop

Help your employees solve problems faster by identifying customer needs before they answer the phone. Collect all of your customer’s information and interaction history, across all channels, and consolidate it in one place for your agents to access. 

Deploy chatbots that get things done

Guide customers to faster resolutions, without talking to a human. Automatically help customers answer questions, engage them with follow up information, and transfer the entire conversation history and context to the right human agent. 

Track tickets across the front, middle, and back office

Automate repetitive, route tasks to employees based on their skills, and group similar cases to streamline resolution and unite your front and back offices. 

Achieve omnichannel, not just multichannel

Make it easy for customers to engage with your business, where and when it’s right for them. Channels are connected so conversations are seamless, agents are more productive, and information can be shared across your company — all without losing focus.

How to get AppBase for Genesys

If you are already using Genesys, you can get AppBase through the Genesys AppFoundry. Or connect with experts at Eccentex to discuss industry challenges and how to unlock your potential.
Talk to an expertVisit Genesys AppFoundry

See how case management can help your business

Make it easier to track, prioritize, and respond to customers with one unified agent desktop. See how AppBase seamlessly integrates with your Genesys-powered Contact Center. 

Talk to an expert

By Use Case

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

Overview

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

Featured Partner

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

Case Study - Customer Service

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

Case Study - Case Management

See how FairWay Resolution used AppBase to deliver digital transformation during a pandemic.

Cloud & Delivery

Professional Services

AppBase Cloud

Training

Gov. Purchasing

Eccentex Marketplace

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