Genesys Digital
From Genesys Documentation
This topic is part of the manual Genesys Cloud CX Use Cases for version Current of Genesys Use Cases.
Genesys Digital Use Cases for GenesysCloud
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| Use Case | Subtitle |
|---|---|
| Use Case | Subtitle |
| Genesys Work Automation (BO01) | Extend journey orchestration to back-office workflows |
| 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 web messaging, 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. |
| Genesys Contact Center Optimization (CE45) | Analyze journeys holistically or as individual flows to understand journey outcomes such as self-service, deflection, first contact resolution and use new insights to improve efficiency and lower costs |
| Genesys Virtual Agent (CE47) | |
| Unified Experience from Genesys and ServiceNow (CE48) | Manage real-time communications and process customer data on a single solution with a unified agent workspace |
| Genesys Social Listening (CE49) | Seamlessly integrate social media customer care into the all-in-one Genesys Cloud platform, enabling you to monitor, analyze, and engage with customers across social channels. |
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