Genesys Engage On-Premises Use Cases

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This manual is for version Current of Genesys Use Cases.
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Explore all Genesys Engage On-Premises use cases. See the first tab (All) for a full list of use cases, or filter by product category.

Sort or search the table to find the use case you want to view, then click the title.

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
BO03 Genesys Task Distribution-Workgroup Digital Optimize tasks sent to workbins
BO04 Genesys Personalized Task Distribution Digital Push tasks to workers' personal queues based on multiple data sources
BO06 Genesys Predictive Routing for Customer Service Inbound Place CX and agent efficiency at the center of your routing decisions using AI to match each customer interaction with the best agent
BO07 Genesys KPI Insights Inbound Monitor and analyze interaction data to detect addressable service level anomalies
BO11 Genesys Dynamic Case Management Digital Combine Genesys Omnichannel customer experience with Dynamic Case Management to support human-centric automation, continuous innovation and transformation.
CE01 Genesys Call Routing Inbound Route voice interactions to the best skilled resource
CE02 Genesys Personalized Routing Inbound Apply personalized routing to voice interactions
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
CE09 Genesys IVR Personalization Self-Service and Automation Increase self-service by personalizing your IVR
CE10 Genesys Multimodal IVR Self-Service and Automation Present your customers with a visual way to complete or complement voice interactions
CE11 Genesys Outbound Dialer Outbound Improve customer communications and increase sales conversion using powerful dialer capabilities
CE12 Genesys SMS & Email Notifications Outbound Use SMS and email to send personalized, timely and relevant notifications to 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
CE20 Genesys Personalized Digital Routing Digital Apply personalized routing to digital interactions
CE21 Genesys Click-to-Call Inbound Enable click-to-call from your website or app to improve service and conversions
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
CE28 Genesys Knowledge Management Self-Service and Automation Offer FAQs to customers and a knowledge library to employees
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 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.
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
EE04 Genesys Schedule-based Routing Workforce Engagement Enable schedule-based routing
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
EE13 Genesys Skills Assessment Workforce Engagement Automate employee skills and capability assessment
EE14 Genesys Performance Management Workforce Engagement Identify and compare employee performance
EE15 Genesys Proficiency Development Workforce Engagement Automate personal development plan for employees
EE16 Genesys Skills Management Workforce Engagement Align employee skills and capability with operational performance
EE17 Genesys Outsourcer Management Workforce Engagement Manage skills and capabilities of outsourcer employees
EE19 Genesys Compliance Certification Workforce Engagement Deploy enterprise wide certification programs and fulfill regulatory compliance
EE20 Genesys Employee Onboarding Workforce Engagement Automate onboarding for improved speed to competency
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
SL06 Genesys Predictive Routing for Sales Inbound Place revenue generation at the center of your routing decisions by using AI to match each customer opportunity with the best agent

Sort or search the table to find the Digital use case you want to view, then click the title.

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 Task Distribution-Workgroup (BO03) Optimize tasks sent to workbins
Genesys Personalized Task Distribution (BO04) Push tasks to workers' personal queues based on multiple data sources
Genesys Dynamic Case Management (BO11) Combine Genesys Omnichannel customer experience with Dynamic Case Management to support human-centric automation, continuous innovation and transformation.
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 Personalized Digital Routing (CE20) Apply personalized routing to digital interactions
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.

Sort or search the table to find the Self-Service and Automation use case you want to view, then click the title.

Use Case Subtitle
Use Case Subtitle
Genesys Customer Authentication (CE07) Identify and verify customers in your IVR
Genesys Voice Payment (CE08) Capture payments in your IVR
Genesys IVR Personalization (CE09) Increase self-service by personalizing your IVR
Genesys Multimodal IVR (CE10) Present your customers with a visual way to complete or complement voice interactions
Genesys Knowledge Management (CE28) Offer FAQs to customers and a knowledge library to employees
Genesys Chatbots (CE31) Use chatbots to automate customer conversations and seamlessly hand over to a chat agent when needed.
Genesys Voicebots (CE41) Use voicebots to automate customer conversations and seamlessly hand over to an agent if needed.

Sort or search the table to find the Inbound use case you want to view, then click the title.

Use Case Subtitle
Use Case Subtitle
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 KPI Insights (BO07) Monitor and analyze interaction data to detect addressable service level anomalies
Genesys Call Routing (CE01) Route voice interactions to the best skilled resource
Genesys Personalized Routing (CE02) Apply personalized routing to voice interactions
Genesys Callback (CE03) Offer callback to queuing callers
Genesys Click-to-Call (CE21) Enable click-to-call from your website or app to improve service and conversions
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

Sort or search the table to find the Outbound use case you want to view, then click the title.

Use Case Subtitle
Use Case Subtitle
Genesys Outbound Dialer (CE11) Improve customer communications and increase sales conversion using powerful dialer capabilities
Genesys SMS & Email Notifications (CE12) Use SMS and email to send personalized, timely and relevant notifications to customers.
Genesys Omnichannel Notifications (CE13) Use multiple channels to notify customers

Sort or search the table to find the Workforce Engagement use case you want to view, then click the title.

Use Case Subtitle
Use Case Subtitle
Genesys Workforce Scheduling for Voice (EE01) Optimize employee utilization for voice interactions
Genesys Omnichannel Workforce Scheduling (EE02) Optimize employee utilization for all digital interactions
Genesys Shrinkage Management (EE03) Improve operational effectiveness by better managing agent non-working time
Genesys Schedule-based Routing (EE04) Enable schedule-based routing
Genesys Voice Recording (EE07) Record voice interactions
Genesys Voice and Screen Recording (EE08) Record voice and screen interactions
Genesys Quality Management (EE09) Improve employee performance with quality management
Genesys Employee Schedule Preferences (EE10-A) Empower employees with self-administration of their schedule
Genesys Employee Schedule Preferences (EE10-B) Empower employees with self-administration of their schedule
Genesys Employee Schedule Preferences (EE10-C) Empower employees with self-administration of their schedule
Genesys Employee Schedule Preferences (EE10-D) Empower employees with self-administration of their schedule
Genesys Shift Bidding (EE11) Empower employees to influence their schedules
Genesys Training and Activity Scheduling (EE12) Manage training, coaching and offline activities scheduling across the workforce
Genesys Skills Assessment (EE13) Automate employee skills and capability assessment
Genesys Performance Management (EE14) Identify and compare employee performance
Genesys Proficiency Development (EE15) Automate personal development plan for employees
Genesys Skills Management (EE16) Align employee skills and capability with operational performance
Genesys Outsourcer Management (EE17) Manage skills and capabilities of outsourcer employees
Genesys Compliance Certification (EE19) Deploy enterprise wide certification programs and fulfill regulatory compliance
Genesys Employee Onboarding (EE20) Automate onboarding for improved speed to competency
Genesys IVR Recording (EE21) Record the entire IVR interaction
Genesys Speech Analytics (EE22) Gain basic insight into voice interactions using speech analytics
Genesys Advanced Text and Speech Analytics (EE23) Achieve deeper operational insights with speech and text Analytics
Genesys Text and Speech Analytics for Customer Service (EE24) Mine call recordings for insights to improve agent and customer experiences
Genesys Text and Speech Analytics for Compliance (EE25) Enforce compliance and legal responsibilities with speech and text analytics
Genesys Back-office Scheduling (EE26) Optimize utilization for back-office and task-based workers
Genesys WFM Third-Party Integration (EE27) Enable bi-directional Integration of WFM with 3rd party systems
Genesys Task-based Scheduling (EE28) Control the scheduling of the sequence of task agents work on
Genesys Compliance Recording (EE29) Enable your contact center to meet quality and/ or regulatory compliance requirement
Genesys Selective Recording (EE30) Deliver selective recording of your agents based on metadata for review purposes

Sort or search the table to find the Open Platform use case you want to view, then click the title.
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