Genesys Multicloud CX Use Cases
From Genesys Documentation
The following topics are defined for this manual but are not included in the list of topics: Sales Use Cases, Open Platform Use Cases, Marketing Use Cases, About this guide
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Find all Genesys Use Cases for Genesys Multicloud CX
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| ID | Title | Product Category | Subtitle |
|---|---|---|---|
| ID | Title | Product Category | Subtitle |
| BO02 | Genesys Work and Lead Distribution | Digital | Optimizing work distribution across the enterprise to deliver all promises on time |
| BO06 | Genesys Predictive Routing for Customer Service | Inbound | Place CX and agent efficiency at the center of your routing decisions using AI to match each customer interaction with the best agent |
| CE01 | Genesys Call Routing | Inbound | Route voice interactions to the best skilled resource |
| CE03 | Genesys Callback | Inbound | Offer callback to queuing callers |
| 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 |
| CE11 | Genesys Outbound Dialer | Outbound | Improve customer communications and increase sales conversion using powerful dialer capabilities |
| CE12 | Genesys SMS Notification | Outbound | Use SMS and email to send personalized, timely and relevant notifications to customers. |
| CE13 | Genesys Omnichannel Notifications | Outbound | Use multiple channels to notify 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 |
| CE19 | Genesys Social Media Routing | Digital | Engage with your customers through social channels |
| CE22 | Genesys Digital Callback | Digital | Enable customers to request a callback from your website or app |
| CE27 | Genesys Co-browse | Digital | Extend voice or chat interactions with co-browse |
| CE28 | Genesys Knowledge Management | Self-Service and Automation | Offer FAQs to customers and a knowledge library to employees |
| 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 live 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 |
| EE12 | Genesys Training and Activity Scheduling | Workforce Engagement | Manage training, coaching and offline activities scheduling across the workforce |
| EE21 | Genesys IVR Recording | Workforce Engagement | Record the entire IVR interaction |
| EE27 | Genesys WFM Third-Party Integration | Workforce Engagement | Enable bi-directional Integration of WFM with 3rd party systems |
| EE28 | Genesys Task-based Scheduling | Workforce Engagement | Control the scheduling of the sequence of task agents work on |
| SL06 | Genesys Predictive Routing for Sales | Inbound | Place revenue generation at the center of your routing decisions by using AI to match each customer opportunity with the best agent |
| WF01 | Genesys Forecasting and Scheduling | Workforce Engagement | Optimize employee utilization and operational effectiveness by forecasting and scheduling for all omnichannel interactions while empowering staff through various scheduling techniques and empower employees with self-administration of their schedule. |
| WF02 | Genesys Interaction Analytics | Workforce Engagement | Achieve deeper operational insights with speech and text analytics improving agent and customer experiences while enforcing compliance and legal responsibilities. |
| WF03 | Genesys Speech Analytics | Workforce Engagement | Gain basic insight into voice interactions using speech analytics |
| WF04 | Genesys Interaction Recording | Workforce Engagement | Record all interactions to improve training, compliance and efficiency. |
| WF05 | Genesys Voice and Screen Recording | Workforce Engagement | Record voice and screen interactions |
| WF06 | Genesys Quality Management | Workforce Engagement | Improve employee performance with quality management |