From Genesys Documentation
This topic is part of the manual Genesys Multicloud CX Use Cases for version Current of Genesys Use Cases.
Genesys Inbound Use Cases for Genesys Multicloud CX
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|Genesys Predictive Routing for Customer Service (BO06)||Place CX and agent efficiency at the center of your routing decisions using AI to match each customer interaction with the best agent|
|Genesys Call Routing (CE01)||Route voice interactions to the best skilled resource|
|Genesys Callback (CE03)||Offer callback to queuing callers|
|Genesys Personalized Routing with Callback (CE43)||Route voice interactions to the best skilled resource with personalization and callback option|
|Genesys Predictive Routing for Sales (SL06)||Place revenue generation at the center of your routing decisions by using AI to match each customer opportunity with the best agent|