Augment & Optimize

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This topic is part of the manual Genesys Multicloud CX Use Cases for version Current of Genesys Use Cases.


This page lists all Genesys Multicloud CX use cases and other use cases that can be implemented with that use case to optimize the benefits to the customer.

Use CaseValue augmenting use casesMaturity

Genesys Work and Lead Distribution (BO02)

Consistent

Genesys Predictive Routing for Customer Service (BO06)

Differentiated

Genesys Call Routing (CE01)

Consistent

Genesys Callback (CE03)

Consistent

Genesys Customer Authentication (CE07)

Consistent

Genesys Voice Payment (CE08)

Consistent

Genesys Outbound Dialer (CE11)

Consistent

Genesys SMS & Email Notifications (CE12)

Consistent

Genesys Omnichannel Notifications (CE13)

Not mandatory for any use case.

Defined

Genesys Email Routing (CE16)

Consistent

Genesys Chat Routing (CE18)

Consistent

Genesys Social Media Routing (CE19)

Defined

Genesys Digital Callback (CE22)

Defined

Genesys Co-browse (CE27)

Defined

Genesys Knowledge Management (CE28)

Defined

Genesys SMS Routing (CE29)

Consistent

Genesys Chatbots (CE31)

Differentiated

Genesys Messaging (CE34)

Differentiated

Genesys Predictive Engagement (CE37)

Differentiated

Genesys Voicebots (CE41)

Differentiated

Genesys Personalized Routing with Callback (CE43)

Defined

Genesys Training and Activity Scheduling (EE12)

Not mandatory for any use case.

Differentiated

Genesys IVR Recording (EE21)

Not mandatory for any use case.

Consistent

Genesys WFM Third-Party Integration (EE27)

Not mandatory for any use case.

Differentiated

Genesys Task-based Scheduling (EE28)

Not mandatory for any use case.

Defined

Genesys Predictive Routing for Sales (SL06)

Not mandatory for any use case.

Differentiated

Genesys Forecasting and Scheduling (WF01)

Defined

Genesys Interaction Analytics (WF02)

Not mandatory for any use case.

Defined

Genesys Speech Analytics (WF03)

Not mandatory for any use case.

Consistent

Genesys Interaction Recording (WF04)

Defined

Genesys Voice and Screen Recording (WF05)

Defined

Genesys Quality Management (WF06)

Not mandatory for any use case.

Defined