|By Business Wire||
|June 10, 2014 09:10 AM EDT||
Eccentex Corporation, a leading provider of platform-as-a-service (PaaS) applications for dynamic case management (DCM), today announced a new partnership with Genesys, a leading provider of customer service and contact center solutions.
The partnership will create a 360-degree view of cases to help organizations significantly optimize their 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. “This technology partnership integrates iWD into a unified contact center suite that combines multi-channel inbound and outbound communications infrastructure with our next-generation case management and resolution controls, targeted to the customer service and incident response space.”
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 are combining their strengths in communications and case management to help organizations meet the next generation of service challenges with more robust, agile and integrated applications.
“Knowledge worker-driven BPM has become an emerging market as organizations move away from outdated process automation approaches,” said Glen Schrank, CEO of Eccentex. “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.”
Genesys is the market leader in multi-channel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touch points, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day. Visit us at www.genesys.com or call us at +1.888.436.3797.
Eccentex offers highly regulated organizations cloud-based case management platforms to build customizable, on-demand (SaaS) dynamic case management (DCM) applications. The company’s AppBase (PaaS in the cloud), AppTemplates (browser-based, drag-and-drop environment) and AppLibrary (out-of-the-box applications) solutions give enterprises the flexibility and scalability they require for virtually any case management needs. Eccentex is revolutionizing the way customer, knowledge worker and management expectations are being met by delivering better results through universal access to execute tasks when, where and how they are needed to achieve customer satisfaction, while maintaining corporate governance and compliance requirements.