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Genesys and Eccentex offer two integration options to connect their respective platforms:

  1. Genesys Dynamic Case Management (DCM): This integration provides a no-code/low-code interface to connect Genesys with various DCM solutions, including Eccentex Appbase DCM. It enables automated distribution of structured and dynamic work, process improvement, enhanced visibility, and faster case resolution through back-office automation and a unified user interface for case management.

  2. Eccentex ServiceJourney with Genesys: This integration leverages Eccentex ServiceJourney, a low-code platform for building and deploying customer service applications, to seamlessly integrate with Genesys Cloud CX, Multicloud CX, and PureConnect. It provides a unified omnichannel and omniprocess platform solution, enabling companies to achieve better case outcomes and truly unify their entire customer journey.

Both integration options offer significant benefits for organizations seeking to enhance their customer service operations. By combining the strengths of Genesys and Eccentex, businesses can streamline workflows, improve agent productivity, and provide a more consistent and personalized customer experience across all channels.

Here's a summary of the key benefits of each integration:

Genesys Dynamic Case Management (DCM)

  • Automated work distribution: Streamline the distribution of structured and dynamic work across teams, ensuring that cases are assigned to the right agents with the appropriate skills and expertise.

  • Process improvement: Identify and address process bottlenecks to optimize workflows and improve efficiency.

  • Enhanced visibility: Gain real-time insights into case progress, agent performance, and overall service delivery metrics.

  • Faster case resolution: Resolve cases more quickly by automating repetitive tasks and providing agents with the information they need at their fingertips.

  • Unified user interface: Manage cases from a single interface, eliminating the need to switch between multiple systems.

Eccentex ServiceJourney with Genesys

  • Unified customer view: Access a complete customer profile in Genesys, including account details, interaction history, and case information.

  • Dynamic case management: Automate complex service requests and workflows, ensuring that every case is handled efficiently and effectively.

  • Low-code development: Build and deploy custom applications quickly and easily without extensive coding expertise.

  • Continuous innovation: Adapt to changing business needs and customer expectations by rapidly creating and modifying applications.

  • Cost savings: Reduce operating expenses through process automation and improved agent productivity.

The choice between the two integration options depends on the specific needs and priorities of the organization. For businesses seeking a general-purpose DCM solution, Genesys Dynamic Case Management offers a versatile and scalable option. For organizations with complex service processes and a need for rapid application development, Eccentex ServiceJourney provides a more tailored and adaptable solution.


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