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CEO of Eccentex said that knowledge worker-driven BPM has become an emerging market as organizations move away from outdated process automation approaches.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

When it comes to Contact Center Agents 'Mind the Gap'

As content curator and contributor to the Contact Center Solutions Community, part of my function is to review information and insights from around the Web and illuminate them to our readers. In this regard, I would like to recommend an insightful posting from IT-Online titled, "How to differentiate customer experience." [ Read More ]
10/30/2014

Survey: Deloitte Optimistic for Increased US Holiday Spending

Professional services firm Deloitte, which completes financial advisory surveys, has released the annual holiday shopping survey for nearly three decades. This year's survey, the 29th annual, shows that U.S. shoppers are optimistic entering the season for giving, which also happens to be the season for shopping. [ Read More ]
10/30/2014

Dialing for Votes

Depending on how you feel about such things, next-generation predictive dialers have become an integral, dare I say "must have" capability for political campaigns. Indeed, with the U.S. elections only days away, anyone living here not only is more than aware from watching TV that the "get out the vote" efforts are already in full swing as the airwaves are saturated with ads, but this has become that time of year when caller ID and answering systems are a godsend. [ Read More ]
10/30/2014

Survey: Mobile Experience Trumps Brand Loyalty Among Gen Y, Millennials

Retailers be warned - brand loyalty counts for less and less among younger consumers, who are likely to head to competitors if their mobile experience isn't what they think it should be. [ Read More ]
10/30/2014
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!