Combining customer experience, dynamic case management

Dynamic case management platform-as-a-service provider Eccentex has joined forces with Genesys, developer of customer service and contact center solutions.

The alliance is designed to create a 360-degree view of cases to help organizations significantly 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 customer relationship management.

The companies claim combining their offerings in communications and case management will help organizations meet new service challenges with more robust, agile and integrated applications.