Use Case | Value augmenting use cases | Maturity |
---|
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
|