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Eccentex Intelligent Work Automation
Orchestrate Every Interaction
Automate Work End to End
Eccentex Intelligent Work Automation unifies customer engagement, case management, processes, tasks, and AI so work moves seamlessly from self-service and front office through back-office resolution.
INTELLIGENT WORK AUTOMATION
Ready to automate work across the customer journey?
AI-powered work orchestration for Genesys Cloud CX
INTELLIGENT WORK AUTOMATION
- ?Orchestrate Every Interaction
Connect customer conversations to the cases, processes, tasks, documents, and knowledge required for resolution.
- ?Prioritize Work Continuously
Capture, classify, reprioritize, and distribute work fairly across queues, personal workbins, groups, and back-office teams.
- ?Equip Every Employee
Combine business rules, AI insights, analytics, and human judgment to recommend next actions and deliver consistent, compliant outcomes.
- TYPICAL AUTOMATION SCENARIOS
- Omnichannel customer inquiries
- Automated case and task intake
- Front-office workflow automation
- Back-office work orchestration
- Advanced email automation
- SLA-driven task management
- Continuous reprioritization
- Document processing and classification
- AI-assisted case resolution
- and more...
- WHO BENEFITS
- Customer service representatives
- Contact center operations
- Knowledge workers
- Case managers
- Back-office teams
- Workforce supervisors
- Process owners
- Digital transformation leaders
- Partners and outsourced teams
- and many others…
- CONNECTS WITH
- Genesys Cloud CX
- Other leading CCaaS platforms
- CRM and customer portals
- Knowledge orchestration
- Document management
- Enterprise email channels
- ERP and core business systems
- Identity and verification services
- Analytics and BI platforms
- and legacy partner ecosystems too...
- BUSINESS IMPACT
- Faster response and resolution
- End-to-end process visibility
- Stronger SLA adherence
- Fairer workload distribution
- Lower operational cost
- Higher agent productivity
- Better customer experiences
- Fewer manual errors
- Quicker return on investment
- with real-time operational insight…
Ready to connect engagement and process automation?
Ecosystem & Migration
Built for Genesys.
Ready for your wider CCaaS ecosystem.
Eccentex Intelligent Work Automation is tightly integrated with Genesys Cloud CX and also integrates seamlessly with other leading CCaaS platforms, connecting engagement channels with governed processes, cases, knowledge, documents, and back-office work.
Better Together
Genesys Cloud CX and Eccentex HyperAutomation Cloud combine customer engagement with enterprise-grade process automation. The platforms work as one coordinated environment across communication channels and business processes, using AI on both sides to reduce errors, accelerate work, and improve experiences.
Migrate without compromise
As organizations move from PureEngage, PureEngage Cloud, PureConnect, Conversation Manager, and iWD toward Genesys Cloud CX, Eccentex preserves advanced workload distribution, workflow automation, and case-management capabilities.
Teams gain a straightforward path to a universal desktop powered by Genesys engagement, Eccentex work-item management, dynamic case management, and embedded AI.
For Genesys sellers and teams
See the joint platform in action
Stream the Eccentex capabilities introduction directly from the original product source.
Why Intelligent Work Automation
Move beyond ticketing
to orchestrate real work.
Automate complex work across the customer journey, remove the barrier between engagement and process systems, and give front- and back-office teams one coordinated way to resolve requests.
End-to-End Automation
Capture, triage, route, and automate inquiries from any channel through final resolution.
Customer 360 View
See every interaction, process step, case, task, conversation, and related customer detail.
Continuous Prioritization
Reprioritize work as urgency, SLAs, customer context, and available resources change.
Workbins & Fair Distribution
Distribute cases and tasks in push or pull mode across personal and group workbins.
SLA & Rule Governance
Apply business rules, auto-classification, deadlines, escalations, and auditability consistently.
Customer engagement and process automation belong in one workspace.
MAJOR INTELLIGENT WORK AUTOMATION CAPABILITIES
Complex Workflow Automation
Automate complex workflows and business processes across self-service, front-office, and back-office operations.
Advanced Email Automation
Capture enterprise email, create cases automatically, classify content, enforce SLAs, and route work.
Sophisticated Rule Management
Create reusable rule systems for classification, prioritization, routing, decisioning, and automation.
Omnichannel Conversation Management
Show engagement history across every channel and process step while keeping the full journey in context.
Individual & Group Workbins
Manage work in personal or shared bins with push, pull, blending, and overblending distribution models.
BUILT TO CONNECT
From Genesys engagement to enterprise-wide resolution
Ready to connect every customer interaction to the work it creates?
Intelligent Work Automation in Action
Connect every channel, process, and team
Give agents and knowledge workers everything required to resolve requests while orchestration continues across the enterprise.
Business Process Automation Inside the Agent Desktop
With a single click, agents can access customer details, process steps, knowledge, recommendations, conversations, KPIs, and the tools required to resolve complex requests.
- OPERATIONAL OUTCOMES
- Screen-pop a complete 360° interaction and work view inside the agent desktop.
- ?Eliminate jumping between disconnected tools
- >Connect conversations directly to work items
- >Guide agents with context and next best actions
Go Beyond Simple Ticketing
Enterprise-grade case management coordinates diverse service requests across cooperating teams, including work that continues far beyond the contact center.
- OPERATIONAL OUTCOMES
- Connect people, systems, documents, and processes across the entire customer journey.
- ?Automate intake, classification, and routing
- >Keep responsibility visible across teams
- >Resolve requests on time with AI assistance
Transparent Back-Office Work Management
Bring case management, process automation, and intelligent task distribution together so back-office work is as visible and manageable as front-office activity.
- OPERATIONAL OUTCOMES
- Actively and fairly distribute work across available resources.
- ?Prevent forgotten tasks and missed handoffs
- >Protect case- and task-level SLAs
- >Balance workloads across people and teams
Actionable Insights for Every Team
Built-in business intelligence delivers real-time dashboards for interaction data, case performance, team operations, trends, KPIs, and business-specific insights.
- OPERATIONAL OUTCOMES
- Turn customer engagement and process data into one operational picture.
- ?Track interaction and case performance
- >Identify trends, bottlenecks, and SLA risk
- >Make confident, data-driven decisions
Where customer engagement meets intelligent automation