ACHIEVING A HOLISTIC CUSTOMER VIEW
What is Eccentex Customer 360?
To achieve optimal performance and deliver outstanding Customer Experiences Eccentex designed platform level data models that support Customer 360 view in all use cases.
Customer data – regardless of whether they are stored on the Eccentex platform or lays in 3rd party systems can be pulled together in real-time and the relevant sub-set of this data can be displayed on the Agent desktop according to the actual journey step.
Eccentex HyperAutomation Cloud built-in Unified Customer Profile connects customer data across multiple systems and intelligently presents it to the agent on a single screen – highlighting the most relevant information and actions relevant to the actual customer journey stage.
CUSTOMER 360
Features your customer service operation team will love
Connect data, work, interactions, cases and actions in one adaptable service workspace.
Dynamic Customer View
Context-aware view of all important cases, interactions, appointments and all customer related internal or external data.
Account Hierarchy
Organize customers, partners, departments, accounts, and contacts into multi-layer parent-child views.
Email Templates
Email customers back-and-forth easily with pre-set templates. Set auto-replies and escalate severe cases automatically to stakeholders.
Dashboard and Reporting
Configure role-based, visually appealing dashboards or create custom ones with advanced analytics.
Customer Workflows
Initiate service requests right from the customer view – orchestrating tasks and automating work.
Real-time Case Progress
Clearly see a customer’s past and open requests, what the next steps are and escalation paths.
Visual Data Modelling
Visually define the customer model, and then configure forms, pages, reports, events and rules.
Easy Integration
Connect with your core systems, marketing tools and legacy apps to pull data or automate tasks.
EXTRA FEATURES FOR GENESYS USERS
A unified workspace inside Genesys Cloud CX
Screen-pop the customer profile, synchronize external contacts, preserve interaction history, and create or follow up on cases without leaving the agent desktop.
Screen Pop
Preload the customer’s profile inside the agent workspace when they accept an interaction.
External Contact Sync
Maintain omnichannel integrity by auto-syncing Genesys External Contacts with ServiceJourney.
Interaction History
Show what actions were taken during every interaction – from agent notes to resulting cases.
Unified Workspace
Create cases, follow up on existing ones, wrap up and more without leaving the Genesys desktop.
MASH UP YOUR GOLDEN RECORD
Bring every relevant customer record together
Retrieve customer data in real-time across all data sources – be it past purchases, open customer service tickets, recent emails or even portal inquiries.
Display the unified customer profile on a single screen so your agents don’t need to jump between different systems.
Update your customer data across multiple systems from the same unified desktop without leaving the agent application.
HIGHLIGHTING WHAT MATTERS
Focus attention on the customer information that creates engaging experiences
Employees can focus on helping customers immediately instead of wasting time sorting through irrelevant details.
Eccentex AI-assisted Case Management personalizes the customer profile to maximize outcomes – from alerting agents of a recent account change, a pending email, or outstanding work-item, while helping knowledge workers with automated knowledge surfacing and next best action proposals.
FULLY CUSTOMIZABLE
C360 is fully customizable to fit all service teams
Easily tailor Eccentex HyperAutomation Cloud to work for all customer service teams. Configure email rules, set up auto-replies, bring in customer data, automate repetitive tasks, and more.
CREATE AGENT SUPERHEROES
Give every representative the insight and support to respond with confidence
Allow your customer service reps to know everything about the customer. Let them see the interaction history, all open and closed cases, past and ongoing engagements.
Understand the customers emotions through automated sentiment analysis, pick up key words from written documents, summarize long content essentials to couple of sentences.
Allow your best available knowledge worker with the right skill to jump into a case resolution if your front office needs support.
Share all data and insight in real-time across all cooperating parties.
MEET YOUR EXACT NEEDS
Adapt Customer 360 to your unique data and processes
Your customers’ data and processes are unique, like your business. Eccentex HyperAutomation Cloud is a Low-Code / No-Code platform that can power your organization to go live quickly and flexibly grow as your business evolves.
Eccentex’s enterprise-grade configuration tools allow you to build dynamic data models, visually design workflows, configure business rules and connect your entire CX ecosystem easily.
ADDITIONAL RESOURCES
Continue exploring customer service transformation
Learn more about AI, customer service modernization and successful digital case management.
What is “AI” in Customer Service?
Learn why breaking down data siloes is critical to transforming customer experience with AI.
Customer Service Case Study
A large consumer loan company reduced Contact Center operation cost over $3 million.
AI-assisted Case Management
See how FairWay Resolution used Eccentex to drive digital transformation during pandemic.
Get in touch with experts
The first step in digital transformation is to understand your existing capabilities along with your vision.