| Use Case | Value augmenting use cases | Maturity |
|---|
|
Genesys Work and Lead Distribution (BO02)
|
|
Consistent
|
|
Genesys Task Distribution-Workgroup (BO03)
|
|
Consistent
|
|
Genesys Personalized Task Distribution (BO04)
|
|
Differentiated
|
|
Genesys Predictive Routing for Customer Service (BO06)
|
|
Differentiated
|
|
Genesys KPI Insights (BO07)
|
Not mandatory for any use case.
|
Consistent
|
|
Genesys Dynamic Case Management (BO11)
|
Not mandatory for any use case.
|
Consistent
|
|
Genesys Call Routing (CE01)
|
|
Consistent
|
|
Genesys Personalized Routing (CE02)
|
|
Defined
|
|
Genesys Callback (CE03)
|
|
Consistent
|
|
Genesys Customer Authentication (CE07)
|
|
Consistent
|
|
Genesys Voice Payment (CE08)
|
|
Consistent
|
|
Genesys IVR Personalization (CE09)
|
|
Defined
|
|
Genesys Multimodal IVR (CE10)
|
Not mandatory for any use case.
|
Differentiated
|
|
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 Personalized Digital Routing (CE20)
|
|
Defined
|
|
Genesys Click-to-Call (CE21)
|
|
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 Workforce Scheduling for Voice (EE01)
|
|
Consistent
|
|
Genesys Omnichannel Workforce Scheduling (EE02)
|
|
Defined
|
|
Genesys Shrinkage Management (EE03)
|
Not mandatory for any use case.
|
Consistent
|
|
Genesys Schedule-based Routing (EE04)
|
Not mandatory for any use case.
|
Defined
|
|
Genesys Voice Recording (EE07)
|
|
Consistent
|
|
Genesys Voice and Screen Recording (EE08)
|
|
Defined
|
|
Genesys Quality Management (EE09)
|
Not mandatory for any use case.
|
Defined
|
|
Genesys Employee Schedule Preferences (EE10-A)
|
Not mandatory for any use case.
|
Consistent
|
|
Genesys Employee Schedule Preferences (EE10-B)
|
Not mandatory for any use case.
|
Consistent
|
|
Genesys Employee Schedule Preferences (EE10-C)
|
Not mandatory for any use case.
|
Consistent
|
|
Genesys Employee Schedule Preferences (EE10-D)
|
Not mandatory for any use case.
|
Consistent
|
|
Genesys Shift Bidding (EE11)
|
Not mandatory for any use case.
|
Differentiated
|
|
Genesys Training and Activity Scheduling (EE12)
|
Not mandatory for any use case.
|
Differentiated
|
|
Genesys Skills Assessment (EE13)
|
Not mandatory for any use case.
|
Consistent
|
|
Genesys Performance Management (EE14)
|
|
Consistent
|
|
Genesys Proficiency Development (EE15)
|
Not mandatory for any use case.
|
Consistent
|
|
Genesys Skills Management (EE16)
|
|
Consistent
|
|
Genesys Outsourcer Management (EE17)
|
Not mandatory for any use case.
|
Consistent
|
|
Genesys Compliance Certification (EE19)
|
Not mandatory for any use case.
|
Consistent
|
|
Genesys Employee Onboarding (EE20)
|
Not mandatory for any use case.
|
Consistent
|
|
Genesys IVR Recording (EE21)
|
Not mandatory for any use case.
|
Consistent
|
|
Genesys Speech Analytics (EE22)
|
Not mandatory for any use case.
|
Consistent
|
|
Genesys Advanced Text and Speech Analytics (EE23)
|
Not mandatory for any use case.
|
Defined
|
|
Genesys Text and Speech Analytics for Customer Service (EE24)
|
Not mandatory for any use case.
|
Defined
|
|
Genesys Text and Speech Analytics for Compliance (EE25)
|
Not mandatory for any use case.
|
Consistent
|
|
Genesys Back-office Scheduling (EE26)
|
|
Defined
|
|
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 Compliance Recording (EE29)
|
Not mandatory for any use case.
|
Defined
|
|
Genesys Selective Recording (EE30)
|
Not mandatory for any use case.
|
Defined
|
|
Genesys Predictive Routing for Sales (SL06)
|
Not mandatory for any use case.
|
Differentiated
|
