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CEO of Eccentex said that knowledge worker-driven BPM has become an emerging market as organizations move away from outdated process automation approaches.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

Putting the 'I' in IVR with Virtual Assistants

There are countless reasons for calling customer service centers. Too often, the result is a virtual interaction that multiplies the negative experience with the brand and gives IVR a bad name. [ Read More ]
10/22/2014

jobs4america Records 16,080 Net New US Contact Center Jobs Created in Q3

jobs4america is a coalition of forward-looking business leaders committed to creating jobs in America. [ Read More ]
10/21/2014

Dialogic IMG 2020 Now Avaya Compliant

Dialogic Inc., a Network Fuel company, recently announced that its IMG 2020 Integrated Media Gateway is now Avaya compliant. The solution is now compatible with Avaya Aura Experience Portal 7.0, Avaya Aura Communication Manager6.3 and Avaya Aura Session Manager 6.3 as an integrated media gateway. [ Read More ]
10/21/2014

Sitel to Create 300 New Jobs

Sitel, a global customer care provider, recently announced its plans to strengthen the staff at its customer care call center in Hamilton, Alabama. The company will hire 300 professionals to offer inbound customer support for its new client. [ Read More ]
10/21/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!