Do you use Genesys? See how ServiceJourney can elevate your CX to new levels!
Customer Workflows
Extend your Customer Service beyond the Contact Center and scale Service Operations by automating workflows across departments
ServiceJourney Overview
What is ServiceJourney?
Eccentex ServiceJourney designed for Enterprise clients who want to leverage the seamless integration between Eccentex HyperAutomation Cloud and leading Cloud Contact center platforms for end-to-end Customer Service Management purposes.
The seamless integration between Eccentex Business Automation platform and an Omnichannel CCaaS solution 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 an agile Business Process Automation engine, an Omnichannel Customer Engagement engine and cross-cloud federated AI Services to speed up digital transformation and elevate Customer Experiences.
Manage all customer interactions across any channel and processes. Leverage 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.
Connecting Your Digital Workflows
Omnichannel Customer Engagement Automation
Proactive Care
Auto-trigger workflows and notify customers
Self Service
Auto-trigger workflows and notify customers
Front Office
Deliver personalized Customer Care and quick resolution
Backoffice
Fulfill tasks and work items within their SLA
Branch Office
Enable kiosk teams to deliver in-person service
Unified Agent Desktop
Drive Employee Productivity
Customer service workflows often involve repetitive steps, tedious data entry and jumping between apps. Heavy time consumption and mistakes are common.
ServiceJourney automates these manual tasks – ensuring employees spend their time doing things that actually require a human touch.
Support Channel Switching
Eliminating the need for customers to repeat themselves can turn frustrating moments into positive experiences.
Build loyalty with consistent, personalized service even as customers jump between phone, email, SMS, chat and social.
Features your team will love
Everything you need to run your service department.
Case Management
Manage workflows with configurable forms, tasks, SLAs, rules and participants.
Case Workspace
View the entire case enriched with customer data, actionable insights and productivity tools.
Advanced Routing
Automatically assign work to the best employee or team based on rules or their relation with the case.
SLA Management
Set goals and deadlines then automatically escalate or reprioritize at-risk items.
Cross-Team Resolutions
Give agents ongoing visibility into cases assigned to other service teams or the back-office.
Contextual Knowledge
Serve the most relevant guides to the specific case and customer the agent is working with.
Sub-Cases
Split complex issues into smaller pieces and keep track of their relationships.
Custom Data Models
Model your company’s data – like accounts, contacts, products and their relationships.
Extra Features for Genesys
Interaction Tie In
Connect multiple workflows initiated from the front-office to the original conversation.
Conversation History
Pull the customer’s entire conversation history into the case.
Agent Desktop
Screen-pop the customer profile, their workflows and ability to search without leaving the desktop.
Task Distribution
Increase utilization by screen-popping tasks and work items to idle agents.
Resolve customer issues faster
With ServiceJourney, every customer request is managed, prioritized, triaged, escalated and tracked.
Powerful features to guide agents and back-office employees through even complex processes – improving speed, accuracy and compliance.
Measure your Digital Transformation result
Supervisors can use hundreds of metrics and dimensions to observe and report on First Call Resolution (FCR), bottlenecks, SLA compliance and other KPIs across all touchpoints.
Eccentex Business Intelligence making it easy to gain actionable insights with analytics tools by adding case related data to your existing customer service reports.
Get in touch with experts
