Customer Service Management
Drive seamless customer experiences across all channels and touchpoints
Eccentex ServiceJourney for Enterprises
What is ServiceJourney?
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.
Why Enterprises choose ServiceJourney
Seamless CCaaS integration
ServiceJourney instantly screen-pops an intelligent view of the customer inside of a Unified Agent Desktop. No more jumping between scattered screens and tools.
Lowers operation cost
ServiceJourney automates common service tasks and assists agents with more complex cases through a single knowledge orchestration platform and universal desktop.
Ensures Quick ROI
ServiceJourney is built on a low-code / no-code platform that enables fast deployment and empowering organizations to continuously innovate easily.
ServiceJourney Major Capabilities
Customer Workflows
Capture, triage and automate customer inquiries and requests coming from any channel and resolve them easily
Customer 360
Turbocharge you CX with a true 360° view of the customer tailored for any processes and service teams.
Email Help Desk
Advance your enterprise email management with cherry picking avoidance, Auto Case Creation, SLA enforcement and more
Smart Knowledge Base
Surface the most relevant and actionable knowledge articles related to the actual customer journey stage across your agents
Everything in one place
Connect customer data across multiple systems and intelligently present it to the agents on a single screen.
Manage your BackOffice tasks like Front Office
ServiceJourney is a unified customer service platform that brings case and work item management capabilities to Genesys Cloud CX and streamlining the entire customer operation with a dynamic work-item distribution feature.
Silo breaking workflows
Go beyond just Helpdesk like ticketing with end-to-end case management solution that automates and streamlines diverse service requests across the entire company.
Always provide fast and accurate answers
Turbocharge your Contact Center
Automatically screen-pop real-time customer data (even fetched from multiple source systems) when an agent receives a call, chat or email interaction. Auto popular the best matching knowledge article based on the real-time conversation context. Eliminate the agent needs to jump between different applications and screens.
Go beyond simple ticketing
End-to-end case management automates and streamlines diverse service requests across your teams. Connect people, systems and processes to ensure every request is resolved – even if it goes beyond the contact center.
Enterprise-grade customer service
ServiceJourney is great for mid-sized and large organizations that need an end-to-end solution
that meets your unique needs.
High volume
When you need it, ServiceJourney is designed to scale. From thousands of agents to millions of cases, we have you covered.
Multi-lingual
ServiceJourney supports localized and internationalized email templates, interfaces, self-service portals, articles and more.
Multi-brand
Provide consistent service across different brands and product lines regardless of whether you have dedicated teams for each or a more complex cross-functional structure.
CCaaS ready
Turbocharge your agents with real-time customer data right onto your contact center’s desktop. See an example with Genesys.
Real-time monitoring and insights
Eccentex HyperAutomation Cloud equipped with a built in BI – Business Intelligence feature that provides advanced analytics and real-time dashboard capabilities to organize your interaction data, track case performance, identify trends, and make data-driven decisions. Define custom KPIs and derive business-specific insights.
Additional resources
5 Key Benefits of Integrated Operational CRM and BPM
In the world of modern business, operational efficiency and effective customer relationship management (CRM) are critical factors for success. Both Operational CRM and Business Process Management (BPM) play crucial roles in streamlining operations, enhancing customer...
The Power of AI and HyperAutomation in Customer Service
In today's digital age, businesses are constantly seeking innovative ways to improve customer service, reduce complaints, and enhance agent efficiencies. Traditional methods alone are no longer sufficient to keep pace with customer expectations. This is where the...
How AI Is Used In Case Management
A couple days ago, I read an interesting blog from HBR titled ‘AI with a Human Face’ where the authors described how “All companies want to provide their customers with richer and more engaging experiences. The challenge is how to scale the experiences in a way that...
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