Eccentex Teams Up with Genesys



Eccentex, a provider of platform-as-a-service (PaaS) applications for dynamic case management (DCM), has partnered with Genesys, a customer service and contact center solutions provider.

The alliance will create a 360-degree view of cases to help organizations optimize business processes, maximize productivity and manage risk for critical functions, including complaints case management, emergency incident response, fraud, customer onboarding, records requests, claims processing, sales and CRM.

“Eccentex’s innovative DCM solutions are a powerful complement to Genesys’ iWD, intelligent Workload Distribution,” said Os Haque, managing director, global alliances at Eccentex, in a statement. “This technology partnership integrates iWD into a unified contact center suite that combines multichannel inbound and outbound communications infrastructure with our next-generation case management and resolution controls, targeted to the customer service and incident response space.”

The combined solution will address the multi-billion dollar market for case management, which continues to expand from government, legal and insurance into banking, higher education, healthcare and retail. Genesys and Eccentex are combining their strengths in communications and case management to help organizations meet the next generation of service challenges with more robust, agile and integrated applications.

“Knowledge worker-driven BPM has become an emerging market as organizations move away from outdated process automation approaches,” said Glen Schrank, CEO, Eccentex, in a statement. “Companies today need more flexible and scalable solutions that make use of advanced decision-making technology, collaborative tools and cloud-based SaaS models. Our partnership with Genesys is tailored to address this transformation and help lead the next wave of communication-enabled business process applications.”