Augment & Optimize

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This topic is part of the manual Genesys Cloud CX Use Cases for version Current of Genesys Use Cases.


This page lists all Genesys Cloud CX use cases and other use cases that can be implemented with that use case to optimize the benefits to the customer.

Use CaseValue augmenting use casesMaturity

Genesys Customer Authentication (CE07)

Consistent

Genesys Voice Payment (CE08)

Defined

Genesys IVR Personalization (CE09)

Defined

Genesys Outbound Dialer (CE11)

Differentiated

Genesys SMS & Email Notifications (CE12)

Consistent

Genesys Email Routing (CE16)

Consistent

Genesys Chat Routing (CE18)

Consistent

Genesys Co-browse (CE27)

Defined

Genesys SMS Routing (CE29)

Consistent

Genesys Chatbots (CE31)

Differentiated

Genesys Messaging (CE34)

Differentiated

Genesys Predictive Engagement (CE37)

Differentiated

Genesys Voicebots (CE41)

Differentiated

Genesys Personalized Routing with Callback (CE43)

Defined

Genesys Agent Assist (EE31)

Not mandatory for any use case.

Differentiated

Genesys Business Communications (OP01)

Not mandatory for any use case.

Consistent

Genesys CRM Collaboration (OP02)

Not mandatory for any use case.

Consistent

Genesys Voice Services (OP04)

Consistent

Genesys UCC Third-Party Integration (OP07)

Not mandatory for any use case.

Consistent

Quality Assurance and Compliance (WE01)

Differentiated

Resource Management (WE02)

Differentiated

Employee Performance (WE03)

Not mandatory for any use case.

Differentiated