Drilldown: SMART UseCase

Current (50)

Genesys Use Cases (50)

GenesysCloud (17) · GenesysEngage-onpremises (9) · PureConnect (24)

CE37 (3) · CE41 (3) · CE31 (3) · BO11 (2) · CE11 (2) · OP01 (2) · CE29 (2)

Other values: ; BO01 BO02 BO07 CE01 CE02 CE03 CE12 CE13 CE16 CE18 CE19 CE22 CE27 EE01 EE02 EE03 EE09 EE10-A EE10-B EE10-C EE10-D EE11 EE22 EE23 EE24 EE25 EE31 OP02 OP04 OP07 WE01 WE02 WE03

None (9) · Employee Performance (1) · Genesys Advanced Text and Speech Analytics (1) · Genesys Agent Assist with Google Contact Center AI (1) · Genesys Blended AI Bots (3) · Genesys Business Communications (1) · Genesys Call Routing (1) · Genesys Callback (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 (2) · 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 (2) · Quality Assurance and Compliance for Genesys Cloud CX (WEM) (1) · Ressource Management (1)

GenesysCloud (17) · GenesysEngage-onpremises (9) · PureConnect (24)

None · No sellable items · CIM · Genesys Infomart · CIM (HA) · Genesys Infomart - HA (optional) · Please reference prerequisits · Interaction Workspace · Genesys Interactive Insights · SIP Business Continuity (Optional) · Please see prerequisits · SIP Interaction HA (optional) · CIM HA (Optional) · SIP Interaction · Intelligent Automation Omnichannel Self-Service - HA (Optional) · Advanced Server · Genesys Infomart (Optional) · Intelligent Automation Omnichannel Self-Service · GVP HA (optional) · Conversation Manager

Other values: ; AIModule for ASR (Optional) AIModule for ASR - HA (Optional) AIModule for TTS (Optional) AIModule for TTS - HA (Optional) ASR and TTS ASR and TTS (Optional) Advanced Server (Interaction Web Tools necessary for this use case) Advanced Session Any of the Digital Channels (Optional) Apple Business Chat Messaging App Connector (perpetual or subscription) At least one Inbound SMART USE Case is required At least one of Digital use cases (email chat etc) Basic Session Coaching Contact Center Level 1 GAAP (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) Genesy Workforce Management Genesys Callback Genesys Callback (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 Interaction Recording - Voice Recording Genesys Interaction Recording – Screen Recording Genesys Interaction Recording – Screen Recording HA (Optional) Genesys Interaction Recording – Voice Recording 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) Genesys Web Engagement Genesys Workforce Management ITTS Additional Language ITTS Base Langage Intelligent Automation Omnichannel Self-Service (Optional Interaction Media Server - Large Appliance - Gen9 Interaction Media Server - Large Appliance - Gen9 (or other applicable media server types based on deployment) Interaction Quality Manager Interaction Recorder Add-on Interaction Recorder Add-on (Optional for recording) Interaction Recorder Master Key Password Interaction Recorder Server 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 Web Portal Agent License – Concurrent Interaction Web Portal Enterprise License Interaction Web Portal Organizational License Interaction Web Portal Server License Interaction Web Portal Server License​ ​ Interaction Workspace (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: MRCP ASR Feature License (Optional) PureConnect: Secure Input IVR PureConnect: Secure Input IVR (Optional) PureConnect: Speech Recognition Services (Optional) PureConnect: Voice XML Interpreter PureConnect:Secure Input IVR (Optional) SIP Business Continuity SIP Interaction (Optional) SIP Interaction - HA (Optional) SIP Qualification & Parking SIP Qualification and Parking HA (Optional) Screen Recorder Session See Prerequisits See list of optional Nuance items in NOTES section See sellable items for CE01 CE02 CE18 CE21 CE22 CE24 or CE25 Skills Management Speech Analytics Speech Analytics Additional Language (Optional) Text Analytics (Optional) Training Manager Workforce Management Workspace Workspace Desktop Edition iWD - Back Office (Optional) intelligent Workload Distribution ​ 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 (42) · CE01 (4) · CE11 (1) · CE12 (1) · CE18 (2) · CE31 (2) · OP04 (1)

None (38) · BO02 (1) · BO03 (1) · CE01 (3) · CE02 (2) · CE16 (2) · CE18 (7) · CE19 (2) · CE29 (4) · CE31 (1) · CE34 (5) · CE43 (3) · EE07 (1) · EE08 (1)

None (38) · BO02 (1) · BO06 (1) · CE01 (3) · CE03 (2) · CE09 (2) · CE11 (2) · CE12 (1) · CE16 (5) · CE18 (2) · CE19 (1) · CE20 (2) · CE22 (2) · CE27 (1) · CE28 (2) · CE29 (2) · CE31 (1) · CE34 (1) · CE37 (2) · CE41 (1) · CE43 (1) · EE31 (1) · OP04 (1) · WE01 (1) · WE02 (1)

None (50)

None (50)

None (40) · 383260904 (1) · 390961231 (1) · 398264777 (1) · 412786353 (1) · 426274918 (1) · 426300472 (1) · 468979114 (1) · 473349437 (1) · 499587183 (1) · 641804199 (1)

None (1) · 1.0.0 (2) · 1.0.1 (1) · 1.0.2 (1) · 1.1.1 (1) · 1.1.2 (2) · 1.1.4 (2) · 1.4.0 (1) · 2.1.4 (1) · V 1.0.0 (10) · v 1.0.1 (6) · v 1.0.2 (4) · V 1.0.8 (1) · v 1.1.1 (5) · v 1.1.2 (2) · v 1.2.1 (1) · v 2.0.0 (1) · v. 1.2.1 (1) · v1.0.0 (2) · ver 1.0.0 (1) · ver 1.0.1 (2) · ver 1.0.2 (1) · ver 1.0.3 (1)