Eccentex Corporation, a provider of platform-as-a-service (PaaS) applications for dynamic case management (DCM), has entered into a new partnership with Genesys.
Genesys is the market leader in multi-channel customer experience (CX) and contact center solutions in the cloud and on-premises.
Thanks to the pact, the organizations will be able to optimize business processes, maximize productivity and manage risk for critical functions, including complaints case management, emergency incident response, fraud, customer onboarding, records requests, claims processing, sales and CRM.
“Eccentex’s innovative DCM solutions are a powerful complement to Genesys’ iWD, intelligent Workload Distribution,” said Os Haque, managing director, global alliances at Eccentex, in a statement.
Haque said that this technology partnership integrates iWD into a unified contact center suite that combines multi-channel inbound and outbound communications infrastructure with the company’s next-generation case management and resolution controls, targeted to the customer service and incident response space.
Officials with Genesys said that the combined solution will address the multi-billion dollar market for case management, which continues to expand from government, legal and insurance into banking, higher education, healthcare and retail.
Genesys and Eccentex will combine strengths in communications and case management to help organizations meet the next generation of service challenges with more robust and integrated applications.
Glen Schrank, CEO of Eccentex said that knowledge worker-driven BPM has become an emerging market as organizations move away from outdated process automation approaches.
Schrank said that companies today need more flexible and scalable solutions that make use of advanced decision-making technology, collaborative tools and cloud-based SaaS models.
“Our partnership with Genesys is tailored to address this transformation and help lead the next wave of communication-enabled business process applications,” he said.
Earlier in May, Genesys had announced that the company has entered into a partnership agreement with NTT Communications Corporation to deploy the Genesys Customer Experience Platform in the Arcstar Contact Center, a cloud-based contact center service that NTT Communications launched on May 2nd, 2014.