Contact Center Solutions Featured Article

Eccentex Partners with Genesys

June 10, 2014

Eccentex Corporation, a provider of platform-as-a-service (PaaS) applications for dynamic case management (DCM), has entered into a new partnership with Genesys (News - Alert).

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 (News - Alert) 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CEO of Eccentex said that knowledge worker-driven BPM has become an emerging market as organizations move away from outdated process automation approaches.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 (News - Alert) 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 (News - Alert) Communications Corporation to deploy the Genesys Customer Experience Platform in the Arcstar Contact Center, a cloud-based contact center service that NTT Communications (News - Alert) launched on May 2nd, 2014.




Edited by Maurice Nagle

Article comments powered by Disqus

Related Contact Center Solutions Articles

Altocloud Jumps in the Smyths Toys Toybox to Bolster E-Commerce Presence

Those not immediately familiar with Smyths Toys can be forgiven, particularly if they don't live in the U.K or in Ireland, where Smyths Toys has at last report 80 stores to its credit. But Smyths Toys might well be easier find thanks to a new connection with Altocloud, which will bolster Smyths Toys' online presence and make e-commerce that much easier to carry out. [ Read More ]
04/22/2015

US Contact Center Jobs Continued to Increase in the First Quarter of 2015

The number of new U.S. contact center jobs was on the rise in the first quarter of this year, according to a jobs4america report. [ Read More ]
04/21/2015

Xerox in Gartner's Leaders Quadrant for Third Straight Year on the Strength of its BPO Services

Gartner recently announced that as a result of its research and evaluation, Xerox's performance in business process outsourcing (BPO) had placed it in the Leaders Quadrant for that industry for 2014. It marks the third straight year that Xerox has received such recognition. [ Read More ]
04/15/2015

Evariant Delivers More Data Driven Solutions for the Healthcare Industry

With so much information at their disposal, service providers are offering solutions that make sense of all this data while combining different products and services to improve the overall operations of healthcare providers. The new release by Evariant looks to use big data and analytics to improve the experience of patients, physicians and employers with contact center solution for real-time engagement and mobile Physician Relationship Management app. [ Read More ]
04/13/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!