Genesys Engage On-Premises Use Cases
From Genesys Documentation
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The following topics are defined for this manual but are not included in the list of topics: About this guide, Inbound Use Cases, Digital Use Cases, Marketing Use Cases, Self-Service and Automation Use Cases, Open Platform Use Cases, Outbound Use Cases, Workforce Engagement Use Cases, Sales Use Cases, Augment & Optimize, Interdependencies
This manual is for version Current of Genesys Use Cases.
Read this manual for other versions:
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 |
| 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 web messaging, 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 web messaging, 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 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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