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Product Summary

With personalized communication across various channels, agents can accurately provide support in real-time. Solution allows recording of inbound requests & questions across all channels, routing of requests, and managing requests through their resolution. Eccentex provides pre-configured solution that allows rapid adoption of custom functionality and custom structured data.

24/7 Web Access to customer information anytime, anywhere
  Intelligent Ticket Routing based on configurable workflows
Real-time notifications
Configurable Service Levels
Knowledge Base
Content Management
Ability to create custom reports based on different criteria
Ability to configure/define roles and groups and what type of access/permission each should have
Native Integration with Genesys PureCloud, Genesys PureEngage and Genesys PureConnect provides:
  • Flexible & feature-rich Omni Channel experience
  • Chat and Chat Bot Integration
  • Task Distribution and iWD Integration
  • Email Workflow
  • Workforce Management

  • Screenshots


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