Omnichannel with Genesys

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

Genesys integration in action

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

200 agents

reduction in the contact center workforce within the first year

20%

drop in complaint tickets within the first year

6%

reduction in contact center costs 

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.

AppBase for Customer Service

Extend service beyond the contact center and scale by connecting people, functions and systems

AppBase for Low-Code Apps

Deliver enterprise-grade apps quickly and accelerate innovation, increase agility and improve productivity

Customer Stories

Finance

Customer Service

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

Customer Stories

Disputes

Case Management

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

Partner

Genesys

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