HYPERAUTOMATION CLOUD ACCELERATORS
Connect commerce, service, and loyalty around the consumer
Use configurable accelerators across consumer services, fast-moving consumer goods, retail logistics, wholesale, travel, and hospitality.
Personalized Inside Sales
Help sales teams have more meaningful conversations using current customer and product context.
Consumer Support
Personalize support, understand intent, and predict needs across assisted and digital channels.
Return & Refund Processing
Define eligibility, capture supporting information, coordinate approvals, and keep customers informed.
Warranty Claim Management
Validate coverage, submit claims, coordinate supporting documents, and track recovery.
Complaint Resolution
Capture, classify, investigate, and remediate bad experiences with accountable ownership.
Customer Loyalty Management
Manage customer status, satisfaction, service recovery, and loyalty activity across the relationship.
PRE-BUILT VERTICAL SOLUTIONS
Jumpstart transformation with adaptable retail and hospitality applications
Modernize current processes or introduce new consumer journeys using reusable vertical patterns and an agile low-code and no-code platform. Digitize, simplify, and optimize without losing the experience that differentiates the brand.
Start with the industry process that matters most.
Use a reusable vertical foundation, then adapt it to your customers, employees, policies, systems, channels, and operating model.
OMNICHANNEL SHOPPERS
Serve consumers as they move between digital and physical channels
Shoppers constantly switch among websites, apps, stores, service centers, and delivery touchpoints. Preserve their omnichannel journey history and context to deliver consistent experiences across every channel.
Leverage the combined power of Eccentex Customer Service Cloud tightly integrated with leading CCaaS platforms to power up customer service teams with all contextual data they need to serve the customers better.
FAST, PERSONALIZED RESOLUTION
Equip employees with order history and customer context
Give service teams the information and tools to resolve issues quickly at scale while preserving the personalized experience consumers expect.
Integrate with leading CRM solutions through out-of-box adapters, connect customer cases with loyalty management and marketing information systems.
Proactively notify customers and prospects about promotions, stock refill, favorite items arrivals and update them with all relevant information through their purchasing journey.
MOVE BEYOND POINT SOLUTIONS
The customer journey should not be disconnected between systems
Automation handles simple requests, while employees manage the more complex journeys that cross products, orders, locations, partners, channels, and policies.
Unclear Request Status
Employees lose time tracking down the latest status of returns, orders, complaints, warranties, and service requests.
Scattered Customer Data
Customer information remains hidden across commerce platforms, legacy applications, spreadsheets, email, and notes.
Change & Integration Friction
IT struggles to update consumer-facing systems without introducing integration issues or inconsistent experiences.
INDUSTRY PLATFORM CAPABILITIES
Connect journeys, cases, content, systems, and accountable work
Use Eccentex HyperAutomation Cloud capabilities to modernize industry processes while keeping people at the center of complex decisions.
Consumer 360
Connect identity, order, interaction, product, service, complaint, warranty, return, and loyalty context.
Omnichannel Engagement
Preserve intent and history across web, app, store, phone, email, chat, messaging, and self-service.
Returns & Warranty Cases
Coordinate eligibility, documentation, approvals, recovery, status, and customer communication.
Interaction Routing
Use skills, language, product, location, workload, priority, and value to route work to the right employee.
Knowledge & Guidance
Give teams relevant policies, product information, troubleshooting, and next-best-action guidance.
Experience Analytics
Monitor consumer journeys, service levels, outcomes, trends, workloads, and satisfaction signals.
INTELLIGENT INTERACTION ROUTING
Route each interaction to the best available resource
Use analytics and operational context to support local and global consumers across products, languages, brands, and time zones from one service environment. Let employees focus on the work they do best while preserving complete customer and request history.
Continuously prioritize cases and tasks and route them to the best available resource (Employee or Virtual Agent) based on their value and priority.
RELATED SOLUTIONS & PROOF
Continue exploring Eccentex capabilities and customer outcomes.
Use these product, thought-leadership, and customer resources to go deeper into the operating patterns highlighted on this industry page.
Social Commerce & Service
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Consumer Loan Customer Story
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AI in Customer Service
Learn why connected data is critical when transforming customer experience with AI.
HYPERAUTOMATION CLOUD FOR INDUSTRIES
Explore the complete Eccentex industry solutions family
Move between industry experiences while retaining the same adaptable platform, human-centered automation approach, and connected operating model.
Government & Public Sector
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Insurance & Pension Funds
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Banking & Financial Services
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Technology & Telecom
Current industry
Retail, Travel & Hospitality
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Energy & Utilities
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Healthcare & Life Sciences
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Ready to connect the consumer journey across every touchpoint?
Bring us a sales, service, return, refund, warranty, complaint, loyalty, travel, or hospitality journey. We will help you connect the customer and the work around them.