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
