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. |