Drilldown: SMART UseCase

Current (74)

Genesys Use Cases (74)

GenesysCloud (9) · GenesysEngage-onpremises (52) · PureConnect (13)

CE09 (3) · CE07 (3) · CE16 (3) · CE34 (2) · CE27 (2) · CE22 (2) · EE09 (2) · BO11 (2) · EE08 (2) · EE07 (2) · CE08 (2) · CE29 (2) · CE12 (2) · CE18 (2)

Other values: ; BO02 BO03 BO04 BO06 BO07 CE02 CE03 CE10 CE11 CE19 CE20 CE21 CE28 CE43 EE01 EE02 EE03 EE04 EE10-A EE10-B EE10-C EE10-D EE11 EE12 EE13 EE14 EE15 EE16 EE17 EE19 EE20 EE21 EE22 EE23 EE24 EE25 EE26 EE27 EE28 EE29 EE30 OP01 SL06

None · Genesys Employee Schedule Preferences · Genesys Blended AI Bots · Genesys Outbound Dialer · Genesys Voice Bots · Predictive Engagement for Customer Service · Genesys Workforce Scheduling for Voice · Genesys Work Automation · Genesys Voicebots · Genesys Voice Services · Genesys SMS Routing · Genesys UCC Third-Party Integration · Genesys Text and Speech Analytics for Customer Service · Genesys Text and Speech Analytics for Compliance · Genesys Task Distribution · Quality Assurance and Compliance for Genesys Cloud CX (WEM) · Genesys Speech Analytics · Genesys Social Media Routing · Genesys Predictive Chatbots · Genesys Shrinkage Management · Genesys Shift Bidding · Connect a Voice Interaction to the Right Resource · Genesys Personalized Routing · Genesys Omnichannel Workforce Scheduling · Genesys Omnichannel Notifications · Genesys KPI Insights · Genesys CRM Collaboration · Genesys Chat Routing · Genesys Callback · Genesys Call Routing · Genesys Business Communications · Genesys Agent Assist with Google Contact Center AI · Genesys Advanced Text and Speech Analytics · Employee Performance · Ressource Management · Other

GenesysCloud (9) · GenesysEngage-onpremises (52) · PureConnect (13)

No sellable items (20) · CIM (17) · Please reference prerequisits (10) · Genesys Infomart - HA (optional) (10) · Genesys Infomart (10) · CIM (HA) (10) · None (9) · Genesys Interactive Insights (8) · Interaction Workspace (8) · CIM HA (Optional) (7) · Please see prerequisits (7) · SIP Interaction HA (optional) (6) · SIP Business Continuity (Optional) (6) · Advanced Server (5) · Intelligent Automation Omnichannel Self-Service - HA (Optional) (5) · Genesys Infomart (Optional) (5) · Intelligent Automation Omnichannel Self-Service (5) · Conversation Manager (5) · SIP Interaction (5)

Other values: ; 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) ASR and TTS ASR and TTS (Optional) 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) 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 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) GVP HA (optional) Intelligent Automation Omnichannel Self-Service (Optional intelligent Workload Distribution 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) 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: 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) Screen Recorder Session See list of optional Nuance items in NOTES section See Prerequisits See sellable items for CE01 CE02 CE18 CE21 CE22 CE24 or CE25 SIP Business Continuity SIP Interaction (Optional) SIP Interaction - HA (Optional) SIP Qualification & Parking SIP Qualification and Parking HA (Optional) Skills Management Speech Analytics Speech Analytics Additional Language (Optional) Text Analytics (Optional) 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 (57) · BO02 (2) · CE01 (1) · CE02 (2) · CE07 (3) · CE43 (2) · EE01 (1) · EE02 (1) · EE13 (3) · EE14 (1) · EE16 (1) · EE22 (3)

None (41) · BO02 (2) · BO03 (2) · BO04 (1) · CE01 (12) · CE01-S4B (4) · CE02 (12) · CE16 (4) · CE18 (5) · CE19 (2) · CE21 (1) · CE22 (1) · CE29 (3) · CE34 (1) · CE43 (1) · EE01 (10) · EE02 (10) · EE07 (6) · EE08 (6) · EE14 (1) · EE16 (1) · EE26 (9)

None (59) · BO02 (2) · BO03 (1) · CE01 (3) · CE02 (2) · CE03 (2) · CE07 (5) · CE08 (1) · CE09 (3) · CE11 (2) · CE12 (1) · CE16 (4) · CE18 (4) · CE19 (4) · CE20 (1) · CE22 (2) · CE27 (1) · CE29 (1) · CE31 (1) · CE34 (1) · CE43 (1) · EE14 (2)

None (72) · CE03 (1) · CE07 (1) · CE08 (1) · CE09 (1) · CE10 (1) · CE11 (1) · CE12 (2) · CE27 (1) · CE28 (1) · CE31 (1) · CE41 (1)

None (74)

None (64) · 312195823 (1) · 396472805 (1) · 402727717 (1) · 407614711 (1) · 412786353 (1) · 443291013 (1) · 463028065 (1) · 484607951 (1) · 526149198 (1) · 559066483 (1)

None (1) · 1.0.0 (1) · 1.0.2 (1) · 1.0.5 (1) · V 1.0.0 (2) · v 1.0.1 (7) · v 1.0.2 (11) · v 1.0.3 (10) · v 1.0.4 (4) · v 1.1.1 (4) · v 1.1.2 (4) · v 1.1.3 (6) · V 1.1.4 (6) · v 1.1.5 (2) · v 1.2.3 (1) · v 1.2.4 (4) · v 1.2.5 (2) · v 2.2.1 (1) · ver 1.0.5 (1) · ver 1.1.2 (2) · version 1.0.2 (1) · version 1.1.4 (1) · versions 1.2.4 (1)