Genesys Digital
From Genesys Documentation
This topic is part of the manual Genesys Multicloud CX Use Cases for version Current of Genesys Use Cases.
Use Cases for Genesys Multicloud CX
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| Use Case | Subtitle |
|---|---|
| Use Case | Subtitle |
| Genesys Work and Lead Distribution (BO02) | Optimizing work distribution across the enterprise to deliver all promises on time |
| Genesys Email Routing (CE16) | Route email interactions to the best skilled resource |
| Genesys Chat Routing (CE18) | Route chat interactions to the best skilled resource |
| Genesys Social Media Routing (CE19) | Engage with your customers through social channels |
| Genesys Digital Callback (CE22) | Enable customers to request a callback from your website or app |
| Genesys Co-browse (CE27) | Extend voice or chat interactions with co-browse |
| Genesys SMS Routing (CE29) | Route SMS interactions to the best resource |
| Genesys Messaging (CE34) | Offer a powerful new way for customers to connect with you directly in Messages |
| Genesys Predictive Engagement (CE37) | 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. |