Genesys Engage Cloud Use Cases

  

Find all Genesys Use Cases for Genesys Engage cloud

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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 to notify 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
EE01	Genesys Workforce Scheduling for Voice	Workforce Engagement	Optimize employee utilization for voice interactions
EE02	Genesys Omnichannel Workforce Scheduling	Workforce Engagement	Optimize employee utilization for all digital interactions
EE03	Genesys Shrinkage Management	Workforce Engagement	Improve operational effectiveness by better managing agent non-working time
EE07	Genesys Voice Recording	Workforce Engagement	Record voice interactions
EE08	Genesys Voice and Screen Recording	Workforce Engagement	Record voice and screen interactions
EE09	Genesys Quality Management	Workforce Engagement	Improve employee performance with quality management
EE10-A	Genesys Employee Schedule Preferences	Workforce Engagement	Empower employees with self-administration of their schedule
EE10-B	Genesys Employee Schedule Preferences	Workforce Engagement	Empower employees with self-administration of their schedule
EE10-C	Genesys Employee Schedule Preferences	Workforce Engagement	Empower employees with self-administration of their schedule
EE10-D	Genesys Employee Schedule Preferences	Workforce Engagement	Empower employees with self-administration of their schedule
EE11	Genesys Shift Bidding	Workforce Engagement	Empower employees to influence their schedules
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
EE22	Genesys Speech Analytics	Workforce Engagement	Gain basic insight into voice interactions using speech analytics
EE23	Genesys Advanced Text and Speech Analytics	Workforce Engagement	Achieve deeper operational insights with speech and text Analytics
EE24	Genesys Text and Speech Analytics for Customer Service	Workforce Engagement	Mine call recordings for insights to improve agent and customer experiences
EE25	Genesys Text and Speech Analytics for Compliance	Workforce Engagement	Enforce compliance and legal responsibilities with speech and text analytics
EE26	Genesys Back-office Scheduling	Workforce Engagement	Optimize utilization for back-office and task-based workers
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
EE29	Genesys Compliance Recording	Workforce Engagement	Enable your contact center to meet quality and/ or regulatory compliance requirement
EE30	Genesys Selective Recording	Workforce Engagement	Deliver selective recording of your agents based on metadata for review purposes
EE31	Genesys Agent Assist	Workforce Engagement	Monitor customer and agent conversations to provide the agent with contextually relevant suggestions.
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