Genesys Engage Cloud 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 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 |
| 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 |
| 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 machine learning 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. |
| 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. |