Genesys Cloud CX Use Cases

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This manual is for version Current of Genesys Use Cases.
Read this manual for other versions:


Explore all Genesys Cloud CX use cases. See the first tab (All) for a full list of use cases, or filter by product category.

Sort or search the table to find the use case you want to view, then click the title.

ID Title Product Category Subtitle
ID Title Product Category Subtitle
CE07 Genesys Customer Authentication Self-Service and Automation Identify and verify customers in your IVR
CE08 Genesys Voice Payment Self-Service and Automation Capture payments in your IVR
CE09 Genesys IVR Personalization Self-Service and Automation Increase self-service by personalizing your IVR
CE11 Genesys Outbound Dialer Outbound Improve customer communications and increase sales conversion using powerful dialer capabilities
CE12 Genesys SMS & Email Notifications Outbound Use SMS and email to send personalized, timely and relevant notifications to customers.
CE16 Genesys Email Routing Digital Route email interactions to the best skilled resource
CE18 Genesys Chat Routing Digital Route chat interactions to the best skilled resource
CE27 Genesys Co-browse Digital Extend voice or chat interactions with co-browse
CE29 Genesys SMS Routing Digital Route SMS interactions to the best resource
CE31 Genesys Chatbots Self-Service and Automation Use chatbots to automate customer conversations and seamlessly hand over to a chat agent when needed.
CE34 Genesys Messaging Digital Offer a powerful new way for customers to connect with you directly in Messages
CE37 Genesys Predictive Engagement Digital 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.
CE41 Genesys Voicebots Self-Service and Automation Use voicebots to automate customer conversations and seamlessly hand over to an agent if needed.
CE43 Genesys Personalized Routing with Callback Inbound Route voice interactions to the best skilled resource with personalization and callback option
EE31 Genesys Agent Assist Workforce Engagement Monitor conversations between the customer and agent to surface contextually relevant knowledge and FAQs.
OP01 Genesys Business Communications Open Platform Simplify contact center and business communications
OP02 Genesys CRM Collaboration Open Platform Enhance routing capabilities and drive agent screenpops using Genesys Cloud CX Data Actions
OP04 Genesys Voice Services Open Platform Telephony Connection Options
OP07 Genesys UCC Third-Party Integration Open Platform Enable customer choice of unified communication providers and telephony solutions through integrations with popular platforms.
WE01 Quality Assurance and Compliance Workforce Engagement Improve quality of agent handling of interactions by deriving insights from interaction recording along with recorded desktop activity, quality evaluations, speech & text analytics and post-interaction survey.
WE02 Resource Management Workforce Engagement Optimize workforce planning and scheduling across all channels. Automate forecasting, scheduling and improve employee engagement.
WE03 Employee Performance Workforce Engagement Agent Skills development, Performance management and Gamification

Sort or search the table to find the Digital use case you want to view, then click the title.

Use Case Subtitle
Use Case Subtitle
Genesys Email Routing (CE16) Route email interactions to the best skilled resource
Genesys Chat Routing (CE18) Route chat interactions to the best skilled resource
Genesys Co-browse (CE27) Extend voice or chat interactions with co-browse
Genesys SMS Routing (CE29) Route SMS interactions to the best resource
Genesys Messaging (CE34) Offer a powerful new way for customers to connect with you directly in Messages
Genesys Predictive Engagement (CE37) 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.

Sort or search the table to find the Self-Service and Automation use case you want to view, then click the title.

Use Case Subtitle
Use Case Subtitle
Genesys Customer Authentication (CE07) Identify and verify customers in your IVR
Genesys Voice Payment (CE08) Capture payments in your IVR
Genesys IVR Personalization (CE09) Increase self-service by personalizing your IVR
Genesys Chatbots (CE31) Use chatbots to automate customer conversations and seamlessly hand over to a chat agent when needed.
Genesys Voicebots (CE41) Use voicebots to automate customer conversations and seamlessly hand over to an agent if needed.

Sort or search the table to find the Inbound use case you want to view, then click the title.

Use Case Subtitle
Use Case Subtitle
Genesys Personalized Routing with Callback (CE43) Route voice interactions to the best skilled resource with personalization and callback option

Sort or search the table to find the Outbound use case you want to view, then click the title.

Use Case Subtitle
Use Case Subtitle
Genesys Outbound Dialer (CE11) Improve customer communications and increase sales conversion using powerful dialer capabilities
Genesys SMS & Email Notifications (CE12) Use SMS and email to send personalized, timely and relevant notifications to customers.

Sort or search the table to find the Workforce Engagement use case you want to view, then click the title.

Use Case Subtitle
Use Case Subtitle
Genesys Agent Assist (EE31) Monitor conversations between the customer and agent to surface contextually relevant knowledge and FAQs.
Quality Assurance and Compliance (WE01) Improve quality of agent handling of interactions by deriving insights from interaction recording along with recorded desktop activity, quality evaluations, speech & text analytics and post-interaction survey.
Resource Management (WE02) Optimize workforce planning and scheduling across all channels. Automate forecasting, scheduling and improve employee engagement.
Employee Performance (WE03) Agent Skills development, Performance management and Gamification

Sort or search the table to find the Open Platform use case you want to view, then click the title.

Use Case Subtitle
Use Case Subtitle
Genesys Business Communications (OP01) Simplify contact center and business communications
Genesys CRM Collaboration (OP02) Enhance routing capabilities and drive agent screenpops using Genesys Cloud CX Data Actions
Genesys Voice Services (OP04) Telephony Connection Options
Genesys UCC Third-Party Integration (OP07) Enable customer choice of unified communication providers and telephony solutions through integrations with popular platforms.

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