View table: SMART_Meta
Table structure:
- ID - String
- Title - String
- Subtitle - String
- SolutionCategory - String
- Solution - String
- DraftOfferings - Text
- CurrentOfferings - Text
This table has 116 rows altogether.
| Page | ID | Title | Subtitle | SolutionCategory | Solution | DraftOfferings | CurrentOfferings |
|---|---|---|---|---|---|---|---|
| BO01/Canonical | BO01 | Genesys Work Automation | Extend journey orchestration to back-office workflows | Business Optimization | Digital | *[[UseCases/Current/GenesysCloud/BO01|GenesysCloud]] | |
| BO02-Email/Canonical | BO02-Email | Genesys Work Distribution | Optimizing work distribution across the enterprise to deliver all promises on time | Business Optimization | Digital | ||
| BO02/Canonical | BO02 | Genesys Work and Lead Distribution | Optimizing work distribution across the enterprise to deliver all promises on time | Business Optimization | Digital | *[[UseCases/Current/GenesysEngage-cloud/BO02|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/BO02|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/BO02|PureConnect]] | |
| BO03/Canonical | BO03 | Genesys Task Distribution-Workgroup | Optimize tasks sent to workbins | Business Optimization | Digital | *[[UseCases/Current/GenesysEngage-onpremises/BO03|GenesysEngage-onpremises]] | |
| BO04/Canonical | BO04 | Genesys Personalized Task Distribution | Push tasks to workers' personal queues based on multiple data sources | Business Optimization | Digital | *[[UseCases/Current/GenesysEngage-onpremises/BO04|GenesysEngage-onpremises]] | |
| BO05/Canonical | BO05 | Genesys Lead Engagement | Prioritize and distribute missed sales conversion opportunities | Business Optimization | Digital | ||
| BO06/Canonical | BO06 | Genesys Predictive Routing for Customer Service | Place CX and agent efficiency at the center of your routing decisions using AI to match each customer interaction with the best agent | Business Optimization | Inbound | *[[UseCases/Current/GenesysEngage-cloud/BO06|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/BO06|GenesysEngage-onpremises]] | |
| BO07/Canonical | BO07 | Genesys KPI Insights | Monitor and analyze interaction data to detect addressable service level anomalies | Business Optimization | Inbound | *[[UseCases/Current/GenesysEngage-onpremises/BO07|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/BO07|PureConnect]] | |
| BO11/Canonical | BO11 | Genesys Dynamic Case Management | Combine Genesys Omnichannel customer experience with Dynamic Case Management to support human-centric automation, continuous innovation and transformation. | Business Optimization | Digital | *[[UseCases/Current/GenesysEngage-onpremises/BO11|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/BO11|PureConnect]] | |
| CE01/Canonical | CE01 | Genesys Call Routing | Route voice interactions to the best skilled resource | Customer Engagement | Inbound | *[[UseCases/Current/GenesysEngage-cloud/CE01|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/CE01|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/CE01|PureConnect]] | |
| CE02/Canonical | CE02 | Genesys Personalized Routing | Apply personalized routing to voice interactions | Customer Engagement | Inbound | *[[UseCases/Current/GenesysEngage-onpremises/CE02|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/CE02|PureConnect]] | |
| CE03/Canonical | CE03 | Genesys Callback | Offer callback to queuing callers | Customer Engagement | Inbound | *[[UseCases/Current/GenesysEngage-cloud/CE03|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/CE03|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/CE03|PureConnect]] | |
| CE04/Canonical | CE04 | Genesys Skype for Business | Engage across the broader enterprise using Skype for Business instant messaging | Customer Engagement | Inbound | *[[UseCases/Current/GenesysCloud/CE04|GenesysCloud]] | |
| CE05/Canonical | CE05 | Genesys Preferred Agent Routing | Identify and route repeat contacts across channels | Customer Engagement | Inbound | ||
| CE07/Canonical | CE07 | Genesys Customer Authentication | Identify and verify customers in your IVR | Customer Engagement | Self-Service and Automation | *[[UseCases/Current/GenesysCloud/CE07|GenesysCloud]] *[[UseCases/Current/GenesysEngage-cloud/CE07|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/CE07|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/CE07|PureConnect]] | |
| CE08/Canonical | CE08 | Genesys Voice Payment | Capture payments in your IVR | Customer Engagement | Self-Service and Automation | *[[UseCases/Current/GenesysCloud/CE08|GenesysCloud]] *[[UseCases/Current/GenesysEngage-cloud/CE08|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/CE08|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/CE08|PureConnect]] | |
| CE09/Canonical | CE09 | Genesys IVR Personalization | Increase self-service by personalizing your IVR | Customer Engagement | Self-Service and Automation | *[[UseCases/Current/GenesysCloud/CE09|GenesysCloud]] *[[UseCases/Current/GenesysEngage-onpremises/CE09|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/CE09|PureConnect]] | |
| CE10/Canonical | CE10 | Genesys Multimodal IVR | Present your customers with a visual way to complete or complement voice interactions | Customer Engagement | Self-Service and Automation | *[[UseCases/Current/GenesysEngage-onpremises/CE10|GenesysEngage-onpremises]] | |
| CE11/Canonical | CE11 | Genesys Outbound Dialer | Improve customer communications and increase sales conversion using powerful dialer capabilities | Customer Engagement | Outbound | *[[UseCases/Current/GenesysCloud/CE11|GenesysCloud]] *[[UseCases/Current/GenesysEngage-cloud/CE11|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/CE11|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/CE11|PureConnect]] | |
| CE12/Canonical | CE12 | Genesys SMS & Email Notifications | Use SMS and email to send personalized, timely and relevant notifications to customers. | Customer Engagement | Outbound | *[[UseCases/Current/GenesysCloud/CE12|GenesysCloud]] *[[UseCases/Current/GenesysEngage-cloud/CE12|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/CE12|GenesysEngage-onpremises]] | |
| CE13/Canonical | CE13 | Genesys Omnichannel Notifications | Use multiple channels to notify customers | Customer Engagement | Outbound | *[[UseCases/Current/GenesysEngage-cloud/CE13|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/CE13|GenesysEngage-onpremises]] | |
| CE14/Canonical | CE14 | Genesys Proactive Contact | Use customer information to personalize notifications | Customer Engagement | Outbound | ||
| CE15/Canonical | CE15 | Genesys Outbound Collections | Accelerate payments collected using multiple channels | Customer Engagement | Outbound | ||
| CE16/Canonical | CE16 | Genesys Email Routing | Route email interactions to the best skilled resource | Customer Engagement | Digital | *[[UseCases/Current/GenesysCloud/CE16|GenesysCloud]] *[[UseCases/Current/GenesysEngage-cloud/CE16|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/CE16|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/CE16|PureConnect]] | |
| CE17/Canonical | CE17 | Genesys Digital Auto-response | Automate responses for digital interactions | Customer Engagement | Digital | ||
| CE18/Canonical | CE18 | Genesys Chat Routing | Route chat interactions to the best skilled resource | Customer Engagement | Digital | *[[UseCases/Current/GenesysCloud/CE18|GenesysCloud]] *[[UseCases/Current/GenesysEngage-cloud/CE18|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/CE18|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/CE18|PureConnect]] | |
| CE19/Canonical | CE19 | Genesys Social Media Routing | Engage with your customers through social channels | Customer Engagement | Digital | *[[UseCases/Current/GenesysEngage-cloud/CE19|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/CE19|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/CE19|PureConnect]] | |
| CE20/Canonical | CE20 | Genesys Personalized Digital Routing | Apply personalized routing to digital interactions | Customer Engagement | Digital | *[[UseCases/Current/GenesysEngage-onpremises/CE20|GenesysEngage-onpremises]] | |
| CE21/Canonical | CE21 | Genesys Click-to-Call | Enable click-to-call from your website or app to improve service and conversions | Customer Engagement | Inbound | *[[UseCases/Current/GenesysEngage-onpremises/CE21|GenesysEngage-onpremises]] | |
| CE22/Canonical | CE22 | Genesys Digital Callback | Enable customers to request a callback from your website or app | Customer Engagement | Digital | *[[UseCases/Current/GenesysEngage-cloud/CE22|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/CE22|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/CE22|PureConnect]] | |
| CE23/Canonical | CE23 | Genesys Web Monitor | Monitor customer behavior on your website to enable proactive engagement | Customer Engagement | Digital | ||
| CE24/Canonical | CE24 | Genesys Proactive Chat for Customer Service | Improve customer conversions by proactively offering chat | Customer Engagement | Digital | ||
| CE25/Canonical | CE25 | Genesys Proactive Callback for Customer Service | Improve customer conversions by offering a callback | Customer Engagement | Digital | ||
| CE26/Canonical | CE26 | Genesys Proactive Assist | Reach out to website users through multiple channels to offer help | Customer Engagement | Inbound | ||
| CE27/Canonical | CE27 | Genesys Co-browse | Extend web messaging, voice or chat interactions with Co-browse | Customer Engagement | Digital | *[[UseCases/Current/GenesysCloud/CE27|GenesysCloud]] *[[UseCases/Current/GenesysEngage-onpremises/CE27|GenesysEngage-onpremises]] | |
| CE28/Canonical | CE28 | Genesys Knowledge Management | Offer FAQs to customers and a knowledge library to employees | Customer Engagement | Self-Service and Automation | *[[UseCases/Current/GenesysEngage-onpremises/CE28|GenesysEngage-onpremises]] | |
| CE29/Canonical | CE29 | Genesys SMS Routing | Route SMS interactions to the best resource | Customer Engagement | Digital | *[[UseCases/Current/GenesysCloud/CE29|GenesysCloud]] *[[UseCases/Current/GenesysEngage-cloud/CE29|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/CE29|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/CE29|PureConnect]] | |
| CE30/Canonical | CE30 | Genesys Routing for Branch Offices | Centralize routing of calls for branch office, point of sale, or any location | Customer Engagement | Inbound | ||
| CE31/Canonical | CE31 | Genesys Chatbots | Use chatbots to automate customer conversations and seamlessly hand over to a chat agent when needed. | Customer Engagement | Self-Service and Automation | *[[UseCases/Current/GenesysCloud/CE31|GenesysCloud]] *[[UseCases/Current/GenesysEngage-cloud/CE31|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/CE31|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/CE31|PureConnect]] | |
| CE34/Canonical | CE34 | Genesys Messaging | Offer a powerful new way for customers to connect with you directly in Messages | Customer Engagement | Digital | *[[UseCases/Current/GenesysCloud/CE34|GenesysCloud]] *[[UseCases/Current/GenesysEngage-cloud/CE34|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/CE34|GenesysEngage-onpremises]] | |
| CE37/Canonical | CE37 | Genesys Predictive Engagement | Use AI powered journey analytics to observe website activity, predict visitor outcomes, and proactively engage with prospects and customers via agent-assisted chat, content offer or chatbot. | Customer Engagement | Digital | *[[UseCases/Current/GenesysCloud/CE37|GenesysCloud]] *[[UseCases/Current/GenesysEngage-cloud/CE37|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/CE37|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/CE37|PureConnect]] | |
| CE38/Canonical | CE38 | Genesys Email Auto Response | Automate responses to inbound emails | Customer Engagement | Digital | *[[UseCases/Current/GenesysEngage-onpremises/CE38|GenesysEngage-onpremises]] | |
| CE39/Canonical | CE39 | Genesys Outbound Dialer | Improve customer communications with outbound calling | Customer Engagement | Outbound | ||
| CE40/Canonical | CE40 | Genesys Bots with Amazon Lex | Use Amazon Lex to provide natural language understanding in your IVR | Customer Engagement | Self-Service and Automation | ||
| CE41/Canonical | CE41 | Genesys Voicebots | Use voicebots to automate customer conversations and seamlessly hand over to an agent if needed. | Customer Engagement | Self-Service and Automation | *[[UseCases/Current/GenesysCloud/CE41|GenesysCloud]] *[[UseCases/Current/GenesysEngage-cloud/CE41|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/CE41|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/CE41|PureConnect]] | |
| CE43/Canonical | CE43 | Genesys Personalized Routing with Callback | Route voice interactions to the best skilled resource with personalization and callback option | Customer Engagement | Inbound | *[[UseCases/Current/GenesysCloud/CE43|GenesysCloud]] *[[UseCases/Current/GenesysEngage-cloud/CE43|GenesysEngage-cloud]] | |
| CE45/Canonical | CE45 | Genesys Contact Center Optimization | Customer Engagement | Digital | *[[UseCases/Current/GenesysCloud/CE45|GenesysCloud]] | ||
| EE01/Canonical | EE01 | Genesys Workforce Scheduling for Voice | Optimize employee utilization for voice interactions | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-cloud/EE01|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/EE01|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/EE01|PureConnect]] | |
| EE02/Canonical | EE02 | Genesys Omnichannel Workforce Scheduling | Optimize employee utilization for all digital interactions | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-cloud/EE02|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/EE02|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/EE02|PureConnect]] | |
| EE03/Canonical | EE03 | Genesys Shrinkage Management | Improve operational effectiveness by better managing agent non-working time | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-cloud/EE03|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/EE03|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/EE03|PureConnect]] | |
| EE04/Canonical | EE04 | Genesys Schedule-based Routing | Enable schedule-based routing | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-onpremises/EE04|GenesysEngage-onpremises]] | |
| EE05/Canonical | EE05 | Genesys Agent Assist with Google Contact Center AI | Monitor customer and agent conversations to provide the agent with timely prompts and additional information | Employee Engagement | Workforce Engagement | ||
| EE06/Canonical | EE06 | Genesys Agent Assist with Google Contact Center AI | stomer and agent conversations to provide the agent with timely prompts and additional information | Employee Engagement | Workforce Engagement | ||
| EE07/Canonical | EE07 | Genesys Voice Recording | Record voice interactions | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-cloud/EE07|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/EE07|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/EE07|PureConnect]] | |
| EE08/Canonical | EE08 | Genesys Voice and Screen Recording | Record voice and screen interactions | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-cloud/EE08|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/EE08|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/EE08|PureConnect]] | |
| EE09/Canonical | EE09 | Genesys Quality Management | Improve employee performance with quality management | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-cloud/EE09|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/EE09|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/EE09|PureConnect]] | |
| EE10-A/Canonical | EE10-A | Genesys Employee Schedule Preferences | Empower employees with self-administration of their schedule | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-cloud/EE10-A|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/EE10-A|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/EE10-A|PureConnect]] | |
| EE10-B/Canonical | EE10-B | Genesys Employee Schedule Preferences | Empower employees with self-administration of their schedule | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-cloud/EE10-B|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/EE10-B|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/EE10-B|PureConnect]] | |
| EE10-C/Canonical | EE10-C | Genesys Employee Schedule Preferences | Empower employees with self-administration of their schedule | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-cloud/EE10-C|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/EE10-C|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/EE10-C|PureConnect]] | |
| EE10-D/Canonical | EE10-D | Genesys Employee Schedule Preferences | Empower employees with self-administration of their schedule | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-cloud/EE10-D|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/EE10-D|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/EE10-D|PureConnect]] | |
| EE11/Canonical | EE11 | Genesys Shift Bidding | Empower employees to influence their schedules | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-cloud/EE11|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/EE11|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/EE11|PureConnect]] | |
| EE12/Canonical | EE12 | Genesys Training and Activity Scheduling | Manage training, coaching and offline activities scheduling across the workforce | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-cloud/EE12|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/EE12|GenesysEngage-onpremises]] | |
| EE13/Canonical | EE13 | Genesys Skills Assessment | Automate employee skills and capability assessment | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-onpremises/EE13|GenesysEngage-onpremises]] | |
| EE14/Canonical | EE14 | Genesys Performance Management | Identify and compare employee performance | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-onpremises/EE14|GenesysEngage-onpremises]] | |
| EE15/Canonical | EE15 | Genesys Proficiency Development | Automate personal development plan for employees | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-onpremises/EE15|GenesysEngage-onpremises]] | |
| EE16/Canonical | EE16 | Genesys Skills Management | Align employee skills and capability with operational performance | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-onpremises/EE16|GenesysEngage-onpremises]] | |
| EE17/Canonical | EE17 | Genesys Outsourcer Management | Manage skills and capabilities of outsourcer employees | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-onpremises/EE17|GenesysEngage-onpremises]] | |
| EE19/Canonical | EE19 | Genesys Compliance Certification | Deploy enterprise wide certification programs and fulfill regulatory compliance | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-onpremises/EE19|GenesysEngage-onpremises]] | |
| EE20/Canonical | EE20 | Genesys Employee Onboarding | Automate onboarding for improved speed to competency | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-onpremises/EE20|GenesysEngage-onpremises]] | |
| EE21/Canonical | EE21 | Genesys IVR Recording | Record the entire IVR interaction | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-cloud/EE21|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/EE21|GenesysEngage-onpremises]] | |
| EE22/Canonical | EE22 | Genesys Speech Analytics | Gain basic insight into voice interactions using speech analytics | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-cloud/EE22|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/EE22|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/EE22|PureConnect]] | |
| EE23/Canonical | EE23 | Genesys Advanced Text and Speech Analytics | Achieve deeper operational insights with speech and text Analytics | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-cloud/EE23|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/EE23|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/EE23|PureConnect]] | |
| EE24/Canonical | EE24 | Genesys Text and Speech Analytics for Customer Service | Mine call recordings for insights to improve agent and customer experiences | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-cloud/EE24|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/EE24|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/EE24|PureConnect]] | |
| EE25/Canonical | EE25 | Genesys Text and Speech Analytics for Compliance | Enforce compliance and legal responsibilities with speech and text analytics | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-cloud/EE25|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/EE25|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/EE25|PureConnect]] | |
| EE26/Canonical | EE26 | Genesys Back-office Scheduling | Optimize utilization for back-office and task-based workers | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-cloud/EE26|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/EE26|GenesysEngage-onpremises]] | |
| EE27/Canonical | EE27 | Genesys WFM Third-Party Integration | Enable bi-directional Integration of WFM with 3rd party systems | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-cloud/EE27|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/EE27|GenesysEngage-onpremises]] | |
| EE28/Canonical | EE28 | Genesys Task-based Scheduling | Control the scheduling of the sequence of task agents work on | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-cloud/EE28|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/EE28|GenesysEngage-onpremises]] | |
| EE29/Canonical | EE29 | Genesys Compliance Recording | Enable your contact center to meet quality and/ or regulatory compliance requirement | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-cloud/EE29|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/EE29|GenesysEngage-onpremises]] | |
| EE30/Canonical | EE30 | Genesys Selective Recording | Deliver selective recording of your agents based on metadata for review purposes | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysEngage-cloud/EE30|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/EE30|GenesysEngage-onpremises]] | |
| EE31/Canonical | EE31 | Genesys Agent Assist | Monitor conversations between the customer and agent to surface contextually relevant knowledge and FAQs. | Employee Engagement | Workforce Engagement | *[[UseCases/Current/GenesysCloud/EE31|GenesysCloud]] | |
| EE32/Canonical | EE32 | Genesys Agent Copilot | Automatically surface contextually relevant information from a knowledge base during customer conversations. | Employee Engagement | Self-Service and Automation | ||
| EE33/Canonical | EE33 | Genesys Skills Development and Assessment | Automate skills assessment of employees, contractors and teams. Improve capability by training, coaching and certifications. | Workforce Engagement | |||
| EE35/Canonical | EE35 | Genesys Post-Interaction Survey | Web-Based survey for multi-channel interactions | Workforce Engagement | |||
| MK01/Canonical | MK01 | Genesys Outbound for Marketing | Increase contact rates using outbound voice campaigns | Marketing | Marketing | ||
| OP01/Canonical | OP01 | Genesys Business Communications | Simplify contact center and business communications | Open Platform | *[[UseCases/Current/GenesysCloud/OP01|GenesysCloud]] *[[UseCases/Current/PureConnect/OP01|PureConnect]] | ||
| OP02/Canonical | OP02 | Genesys CRM Collaboration | Enhance routing capabilities and drive agent screenpops using Genesys Cloud CX Data Actions | Open Platform | *[[UseCases/Current/GenesysCloud/OP02|GenesysCloud]] | ||
| OP04/Canonical | OP04 | Genesys Voice Services | Telephony Connection Options | Open Platform | *[[UseCases/Current/GenesysCloud/OP04|GenesysCloud]] | ||
| OP07/Canonical | OP07 | Genesys UCC Third-Party Integration | Enable customer choice of unified communication providers and telephony solutions through integrations with popular platforms. | Open Platform | *[[UseCases/Current/GenesysCloud/OP07|GenesysCloud]] | ||
| SL01/Canonical | SL01 | Genesys Outbound Dialer for Sales | Increase sales conversion using powerful dialer capabilities | Sales | Sales | ||
| SL03/Canonical | SL03 | Genesys Proactive Chat for Sales | Increase sales conversions by proactively offering chat | Sales | Sales | ||
| SL04/Canonical | SL04 | Genesys Conversion Assist | Engage website users across multiple channels to increase sales conversions | Sales | Sales | ||
| SL05/Canonical | SL05 | Genesys Lead Engagement | Enrich, prioritize and distribute missed conversion opportunities | Business Optimization | Sales | ||
| SL06/Canonical | SL06 | Genesys Predictive Routing for Sales | Place revenue generation at the center of your routing decisions by using AI to match each customer opportunity with the best agent | Sales | Inbound | *[[UseCases/Current/GenesysEngage-cloud/SL06|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/SL06|GenesysEngage-onpremises]] | |
| SL08/Canonical | SL08 | Genesys Proactive Callback for Sales | Increase sales conversion rates by offering a callback | Sales | Sales | ||
| SL09/Canonical | SL09 | Genesys Predictive Engagement | Use machine learning powered journey analytics to monitor website activity, predict visitor outcomes, and proactively engage with prospects and customers | Sales | Sales | *[[UseCases/Current/GenesysCloud/SL09|GenesysCloud]] *[[UseCases/Current/GenesysEngage-cloud/SL09|GenesysEngage-cloud]] *[[UseCases/Current/GenesysEngage-onpremises/SL09|GenesysEngage-onpremises]] *[[UseCases/Current/PureConnect/SL09|PureConnect]] | |
| SL10/Canonical | SL10 | Genesys Predictive Engagement with Next Best Action | Use machine learning to predict the right time to engage customers and the next best action to engage with. | Sales | Sales | ||
| SL11/Canonical | SL11 | Genesys Holistic Customer Journey | Use machine learning to predict the right time to engage customers using information from all interaction channels. | Sales | Digital | ||
| SL12/Canonical | SL12 | Genesys Call Tracking & Attribution | Allocate dynamically generated phone numbers to web visitors to track & attribute their calls to sales campaigns. | Sales | Digital | ||
| SL13/Canonical | SL13 | Genesys Messaging Text Analytics | Mine messaging conversations for insights to improve conversions & attribution. | Sales | Workforce Engagement | ||
| SL14/Canonical | SL14 | Genesys In-App Messaging | Engage customers in sales conversations within your mobile app. | Sales | Digital |