Drilldown: SMART UseCase

Current (74)

Genesys Use Cases (74)

GenesysCloud (18) · GenesysEngage-onpremises (28) · PureConnect (28)

CE41 (3) · CE07 (3) · CE29 (3) · CE18 (3) · CE16 (3) · OP01 (2) · EE24 (2) · BO02 (2) · CE37 (2) · CE34 (2) · CE22 (2) · CE01 (2) · CE19 (2) · EE23 (2) · CE12 (2) · CE09 (2) · CE02 (2) · CE08 (2) · EE25 (2) · CE11 (2)

Other values: ; BO01 BO03 BO04 BO07 BO11 CE10 CE13 CE21 CE28 CE43 EE01 EE02 EE03 EE10-A EE10-B EE10-C EE10-D EE11 EE13 EE14 EE16 EE17 EE19 EE20 EE22 OP02 OP04 OP07 WE03

None (41) · Connect a Voice Interaction to the Right Resource (1) · Employee Performance (1) · Genesys Advanced Text and Speech Analytics (1) · Genesys Business Communications (1) · Genesys Call Routing (1) · Genesys Chat Routing (1) · Genesys CRM Collaboration (1) · Genesys Employee Schedule Preferences (4) · Genesys KPI Insights (1) · Genesys Omnichannel Notifications (1) · Genesys Omnichannel Workforce Scheduling (1) · Genesys Outbound Dialer (1) · Genesys Personalized Routing (1) · Genesys Predictive Chatbots (1) · Genesys Shift Bidding (1) · Genesys Shrinkage Management (1) · Genesys SMS Routing (1) · Genesys Social Media Routing (1) · Genesys Speech Analytics (1) · Genesys Task Distribution (1) · Genesys Text and Speech Analytics for Compliance (1) · Genesys Text and Speech Analytics for Customer Service (1) · Genesys UCC Third-Party Integration (1) · Genesys Voice Bots (2) · Genesys Voice Services (1) · Genesys Voicebots (1) · Genesys Work Automation (1) · Genesys Workforce Scheduling for Voice (1) · Predictive Engagement for Customer Service (1)

GenesysCloud (18) · GenesysEngage-onpremises (28) · PureConnect (28)

None (38) · CIM (17) · CIM (HA) (11) · Genesys Infomart - HA (optional) (10) · Genesys Infomart (10) · Interaction Workspace (9) · Genesys Interactive Insights (9) · SIP Interaction HA (optional) (7) · SIP Business Continuity (Optional) (7) · No sellable items (6) · CIM HA (Optional) (6) · SIP Interaction (6) · Genesys Infomart (Optional) (5) · Please reference prerequisits (5) · PureConnect: Speech Recognition Services (Optional) (4) · PureConnect: MRCP ASR Feature License (Optional) (4) · GVP HA (optional) (4) · ASR and TTS (Optional) (4) · Intelligent Automation Omnichannel Self-Service (4) · Intelligent Automation Omnichannel Self-Service - HA (Optional) (4)

Other values: ; Advanced Server Advanced Server (Interaction Web Tools necessary for this use case) Advanced Session AIModule for ASR (Optional) AIModule for ASR - HA (Optional) AIModule for TTS (Optional) AIModule for TTS - HA (Optional) Any of the Digital Channels (Optional) Apple Business Chat Messaging App Connector (perpetual or subscription) Basic Session Coaching Contact Center Level 1 Conversation Manager GAAP (Optional) Genesys Chat Genesys Cloud CX 1 if only agent based outbound will be performed OR Genesys Cloud CX 2 or greater if agentless (IVR) outbound notification will be used. Genesys Cloud CX 2 or greater Genesys Content Analyzer Genesys Conversation Manager (Optional) Genesys Infomart HA (optional) Genesys InfoMart – HA (Optional) Genesys Intelligent Automation Omnichannel Self-Service Genesys Intelligent Automation Omnichannel Self-Service - HA (Optional) Genesys Interactive Insights (Optional) Genesys Knowledge Center - Agent Genesys Knowledge Center - Self-Service Genesys Mobile Engagement Genesys Outbound Preview Genesys SMS Genesys SMS​ ​ Genesys Social Engagement Genesys Voice Platform (incl add'l capability) Genesys Voice Platform (incl add'l capability) - HA (Optional) GI2 for iWD (Business Objects) GIA: Intelligent Automation Omnichannel Self-Service - HA (Optional) GVP GVP (optional for DNIS but required for Access Code callback configuration) Intelligent Automation Omnichannel Self-Service (Optional intelligent Workload Distribution Interaction Media Server - Large Appliance - Gen9 (or other applicable media server types based on deployment) Interaction Recorder Add-on (Optional for recording) Interaction Speech Rec Tier 1 - Additional Language Interaction Speech Rec Tier 1 - Base Language Interaction Speech Rec Tier 2 - Base Language Interaction Speech Rec Tier 3 - Additional Language Interaction Supervisor add-on Interaction Tracker Add-on (Optional for conversation history) Interaction Workspace (Optional) ITTS Additional Language ITTS Base Langage iWD - Back Office (Optional) Media Session Optional: Professional Services customization for advanced callbacks Outbound Performance DNA Proactive Contact PureConnect Cloud: PureConnect Cloud PCI Zone (Monthly Fee) PureConnect Cloud: PureConnect Cloud PCI Zone Setup (Setup Fee) PureConnect: Interaction Attendant Remote Data Query (Optional) PureConnect: Interaction Speech Recognizer (ISR) (Optional) PureConnect: Interaction Text-To-Speech (ITTS) (Optional) PureConnect: Secure Input IVR PureConnect: Secure Input IVR (Optional) PureConnect: Voice XML Interpreter PureConnect:Secure Input IVR (Optional) See list of optional Nuance items in NOTES section SIP Business Continuity SIP Interaction (Optional) SIP Interaction - HA (Optional) SIP Qualification & Parking SIP Qualification and Parking HA (Optional) Skills Management Training Manager Workforce Management Workspace Workspace Desktop Edition ​ For additional personalization Genesys recommends this use case in conjunction with Genesys Customer Authentication (CE07) for PureConnect. PureConnect: Voice XML Interpreter ​ GI2 for iWD (Business Objects) - HA (Optional)​ ​ GIA: Intelligent Automation Omnichannel Self-Service ​ Intelligent Automation Omnichannel Self-Service - HA (Optional)​ ​ PureConnect: Interaction Speech Recognizer (ISR) (Optional)​

None (51) · BO02 (2) · CE01 (5) · CE02 (2) · CE07 (2) · CE11 (1) · CE12 (1) · CE18 (2) · CE31 (2) · CE43 (2) · EE13 (3) · EE14 (1) · EE16 (1) · EE22 (3) · OP04 (1)

None · CE01 · CE02 · CE18 · EE02 · EE01 · EE26 · CE29 · CE16 · EE07 · EE08 · CE34 · CE01-S4B · CE19 · CE43 · BO02 · BO03 · CE21 · CE31 · BO04 · EE14 · EE16 · CE22 · Other

None (55) · BO02 (2) · BO03 (1) · BO06 (1) · CE01 (3) · CE02 (2) · CE03 (1) · CE07 (5) · CE08 (1) · CE09 (2) · CE11 (1) · CE16 (4) · CE18 (1) · CE19 (1) · CE22 (1) · CE28 (1) · CE29 (2) · CE31 (1) · CE43 (2) · OP04 (1) · WE01 (1) · WE02 (1)

None (74)

None (74)

None (58) · 383260904 (1) · 390961231 (1) · 396472805 (1) · 402727717 (1) · 407614711 (1) · 412786353 (1) · 426274918 (1) · 426300472 (1) · 443291013 (1) · 463028065 (1) · 473349437 (1) · 484607951 (1) · 499587183 (1) · 526149198 (1) · 559066483 (1) · 641804199 (1)

None (2) · 1.0.0 (2) · 1.0.1 (1) · 1.0.2 (2) · 1.0.5 (1) · 1.1.1 (1) · 1.1.2 (1) · 1.1.4 (1) · 2.1.4 (1) · V 1.0.0 (11) · v 1.0.1 (8) · v 1.0.2 (8) · v 1.0.3 (6) · v 1.0.4 (2) · V 1.1.1 (6) · v 1.1.2 (1) · v 1.1.3 (2) · v 1.1.4 (2) · v 1.2.1 (1) · v 1.2.3 (1) · v 1.2.4 (3) · v 1.2.5 (2) · v1.0.0 (2) · ver 1.0.0 (1) · ver 1.0.1 (1) · ver 1.0.2 (1) · ver 1.0.5 (1) · ver 1.1.2 (2) · version 1.1.4 (1)