List of Eccentex Service CRM for Genesys Customers
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Since 2010, our global team of researchers has been studying Eccentex Service CRM for Genesys customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Eccentex Service CRM for Genesys for CRM from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Eccentex Service CRM for Genesys for CRM include: Ministry Of Health Ukraine, a Ukraine based Government organisation with 200 employees and revenues of $4.80 billion, Gallagher Bassett UK, a United Kingdom based Insurance organisation with 350 employees and revenues of $33.0 million, Fair Way Resolution, a New Zealand based Professional Services organisation with 100 employees and revenues of $10.0 million and many others.
Contact us if you need a completed and verified list of companies using Eccentex Service CRM for Genesys, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Fair Way Resolution | Professional Services | 100 | $10M | New Zealand | Eccentex | Eccentex Service CRM for Genesys | CRM | 2019 | n/a |
In 2019, Fair Way Resolution implemented Eccentex Service CRM for Genesys as a CRM solution built on Eccentex AppBase to centralize dispute resolution workflows for its professional services operations. The deployment was framed around dynamic case management, with the Eccentex AppBase platform providing configurable case lifecycles and workflow orchestration to drive consistent handling of disputes and customer interactions.
The implementation focused on functional modules for automated document parsing, rule driven case creation, and case routing to specialist handlers, alongside configurable business rules and escalation paths. Eccentex Service CRM for Genesys was used to instrument service activity, capture case metadata, and automate document ingestion to reduce manual intake work while preserving audit trails and case histories.
Operational coverage targeted Fair Way Resolution’s dispute resolution teams and contact workflows, with the solution leveraging the Genesys aligned packaging to connect CRM case records to contact center routing and agent desktops. Governance changes included standardizing dispute handling processes, defining case ownership and escalation workflows, and rolling out the platform to enable remote work during the COVID 19 pandemic, with training and staged adoption across teams.
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Gallagher Bassett UK | Insurance | 350 | $33M | United Kingdom | Eccentex | Eccentex Service CRM for Genesys | CRM | 2021 | n/a |
In 2021, Gallagher Bassett UK deployed Eccentex Service CRM for Genesys to support its workers compensation claims operation. The implementation used Eccentex ServiceJourney configuration alongside Genesys Cloud CX to deliver a unified agent desktop that combines CRM and case management capabilities.
The Eccentex Service CRM for Genesys deployment focused on claims and CRM process automation, configuring case management workflows, entitlement and routing logic, and a desktop UI that surfaces case context alongside inbound contact data. Functional modules implemented included CRM records, case lifecycle management, automated workflow orchestration, and a case-centric agent workspace to accelerate claims handling.
Integration architecture centered on real-time contact center integration with Genesys Cloud CX, embedding CRM context into agent interactions and enabling back-office claims processing to be coordinated from the same desktop. The scope of the engagement covered the workers compensation claims function within Gallagher Bassett UK, aligning contact center routing and case automation to claims adjudication processes.
Governance and rollout emphasized operational alignment between claims operations and contact center teams, with configuration-driven workflows used to standardize processing. Reported outcomes from vendor materials included a 20% reduction in claim cost, a 60% drop in litigation, and a 9.4 out of 10 claimant satisfaction score following the Eccentex Service CRM for Genesys CRM implementation.
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Ministry Of Health Ukraine | Government | 200 | $4.8B | Ukraine | Eccentex | Eccentex Service CRM for Genesys | CRM | 2016 | n/a |
In 2016 the Ministry of Health Ukraine deployed Eccentex ERIM to modernize ambulance and incident workflows across Kyiv, Vinnitsa and Poltava. The program aligns with CRM capabilities and is associated with Eccentex Service CRM for Genesys, reflecting a CRM oriented approach to emergency response and incident management. Implementation centered on Eccentex ERIM modules for emergency response and incident management, including incident intake, triage workflow orchestration and ambulance dispatch coordination, implemented to track incident lifecycles from report through handover. Eccentex Service CRM for Genesys is included as the application name in project materials, representing the customer relationship and case handling layer that supports contact and case workflows. Operational deployment covered ambulance services and regional emergency coordination units in the three oblasts, bringing standardized incident workflows and centralized incident records into active use. The published case study documents ERIM for emergency response and does not explicitly mention Genesys or ServiceJourney integration, therefore any direct linkage to Genesys platforms is inferred rather than confirmed. Governance emphasis in the rollout focused on reconfiguring dispatch and triage processes and establishing centralized incident recordkeeping across regional emergency operations centers. The case study reports halving response times and improved survival rates as outcomes of the Eccentex ERIM implementation, outcomes presented alongside the CRM oriented operational control associated with Eccentex Service CRM for Genesys.
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