Augment & Optimize

This page lists all Genesys Engage On-Premises use cases and other use cases that can be implemented with that use case to optimize the benefits to the customer.

Use Case	Value augmenting use cases	Maturity
Genesys Work and Lead Distribution (BO02)	Genesys Email Routing (CE16) Genesys Back-office Scheduling (EE26) Genesys Dynamic Case Management (BO11)	Consistent
Genesys Task Distribution-Workgroup (BO03)	Genesys Personalized Task Distribution (BO04) Genesys Dynamic Case Management (BO11) Genesys Back-office Scheduling (EE26)	Consistent
Genesys Personalized Task Distribution (BO04)	Genesys Back-office Scheduling (EE26)	Differentiated
Genesys Predictive Routing for Customer Service (BO06)	Genesys Voicebots (CE41)	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)	Genesys Agent Assist (EE31) Genesys Predictive Routing for Customer Service (BO06) Genesys KPI Insights (BO07) Genesys Callback (CE03) Genesys IVR Personalization (CE09) Genesys Omnichannel Notifications (CE13) Genesys Co-browse (CE27) Genesys Workforce Scheduling for Voice (EE01) Genesys Schedule-based Routing (EE04) Genesys Voice Recording (EE07) Genesys Predictive Routing for Sales (SL06) Genesys Dynamic Case Management (BO11) Genesys Voice Payment (CE08) Genesys Outbound Dialer (CE11) Genesys Voice and Screen Recording (EE08)	Consistent
Genesys Personalized Routing (CE02)	Genesys Predictive Routing for Customer Service (BO06) Genesys KPI Insights (BO07) Genesys Callback (CE03) Genesys Customer Authentication (CE07) Genesys IVR Personalization (CE09) Genesys Co-browse (CE27) Genesys Workforce Scheduling for Voice (EE01) Genesys Schedule-based Routing (EE04) Genesys Voice Recording (EE07) Genesys Predictive Routing for Sales (SL06) Genesys Voice Payment (CE08) Genesys Outbound Dialer (CE11) Genesys Voice and Screen Recording (EE08)	Defined
Genesys Callback (CE03)	Genesys Dynamic Case Management (BO11)	Consistent
Genesys Customer Authentication (CE07)	Genesys Personalized Routing with Callback (CE43) Genesys Personalized Routing (CE02) Genesys Multimodal IVR (CE10) Genesys IVR Personalization (CE09)	Consistent
Genesys IVR Personalization (CE09)	Genesys Multimodal IVR (CE10) Genesys Dynamic Case Management (BO11)	Defined
Genesys Multimodal IVR (CE10)	Not mandatory for any use case.	Differentiated
Genesys Outbound Dialer (CE11)	Genesys Dynamic Case Management (BO11)	Consistent
Genesys SMS & Email Notifications (CE12)	Genesys Dynamic Case Management (BO11)	Consistent
Genesys Omnichannel Notifications (CE13)	Not mandatory for any use case.	Defined
Genesys Email Routing (CE16)	Quality Assurance and Compliance (WE01) Resource Management (WE02) Genesys Work and Lead Distribution (BO02) Genesys Predictive Routing for Customer Service (BO06) Genesys KPI Insights (BO07) Genesys Omnichannel Notifications (CE13) Genesys Personalized Digital Routing (CE20) Genesys Omnichannel Workforce Scheduling (EE02) Genesys Schedule-based Routing (EE04) Genesys Predictive Routing for Sales (SL06) Genesys Dynamic Case Management (BO11)	Consistent
Genesys Chat Routing (CE18)	Genesys Chatbots (CE31) Quality Assurance and Compliance (WE01) Resource Management (WE02) Genesys Predictive Routing for Customer Service (BO06) Genesys KPI Insights (BO07) Genesys Personalized Digital Routing (CE20) Genesys Co-browse (CE27) Genesys Predictive Engagement (CE37) Genesys Omnichannel Workforce Scheduling (EE02) Genesys Predictive Routing for Sales (SL06) Genesys Dynamic Case Management (BO11)	Consistent
Genesys Social Media Routing (CE19)	Genesys Predictive Routing for Customer Service (BO06) Genesys Dynamic Case Management (BO11) Genesys Messaging (CE34) Genesys Omnichannel Workforce Scheduling (EE02) Genesys Schedule-based Routing (EE04) Genesys Predictive Routing for Sales (SL06) Genesys Chatbots (CE31)	Defined
Genesys Personalized Digital Routing (CE20)	Genesys Dynamic Case Management (BO11) Genesys Chatbots (CE31)	Defined
Genesys Click-to-Call (CE21)	Genesys Co-browse (CE27)	Defined
Genesys Digital Callback (CE22)	Genesys Co-browse (CE27) Genesys Dynamic Case Management (BO11)	Defined
Genesys Co-browse (CE27)	Genesys Dynamic Case Management (BO11)	Defined
Genesys Knowledge Management (CE28)	Genesys Chatbots (CE31) Genesys Voicebots (CE41)	Defined
Genesys SMS Routing (CE29)	Genesys Chatbots (CE31) Quality Assurance and Compliance (WE01) Genesys Omnichannel Notifications (CE13) Genesys Personalized Digital Routing (CE20) Genesys Omnichannel Workforce Scheduling (EE02) Genesys Schedule-based Routing (EE04) Genesys Dynamic Case Management (BO11)	Consistent
Genesys Chatbots (CE31)	Genesys Agent Assist (EE31) Genesys Messaging (CE34) Genesys Predictive Engagement (CE37)	Differentiated
Genesys Messaging (CE34)	Genesys Co-browse (CE27) Genesys Chatbots (CE31) Genesys Agent Assist (EE31) Quality Assurance and Compliance (WE01) Genesys Dynamic Case Management (BO11)	Differentiated
Genesys Predictive Engagement (CE37)	Genesys Chatbots (CE31)	Differentiated
Genesys Voicebots (CE41)	Genesys Agent Assist (EE31)	Differentiated
Genesys Workforce Scheduling for Voice (EE01)	Genesys Shrinkage Management (EE03) Genesys Schedule-based Routing (EE04) Genesys Employee Schedule Preferences (EE10-A) Genesys Employee Schedule Preferences (EE10-B) Genesys Employee Schedule Preferences (EE10-C) Genesys Employee Schedule Preferences (EE10-D) Genesys Shift Bidding (EE11) Genesys Training and Activity Scheduling (EE12) Genesys WFM Third-Party Integration (EE27) Genesys Task-based Scheduling (EE28)	Consistent
Genesys Omnichannel Workforce Scheduling (EE02)	Genesys Shrinkage Management (EE03) Genesys Schedule-based Routing (EE04) Genesys Employee Schedule Preferences (EE10-A) Genesys Employee Schedule Preferences (EE10-B) Genesys Employee Schedule Preferences (EE10-C) Genesys Employee Schedule Preferences (EE10-D) Genesys Shift Bidding (EE11) Genesys Training and Activity Scheduling (EE12) Genesys WFM Third-Party Integration (EE27) Genesys Task-based Scheduling (EE28)	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)	Genesys IVR Recording (EE21) Genesys Speech Analytics (EE22) Genesys Compliance Recording (EE29) Genesys Selective Recording (EE30) Genesys Quality Management (EE09)	Consistent
Genesys Voice and Screen Recording (EE08)	Genesys IVR Recording (EE21) Genesys Speech Analytics (EE22) Genesys Compliance Recording (EE29) Genesys Selective Recording (EE30) Genesys Quality Management (EE09)	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)	Genesys Predictive Routing for Customer Service (BO06) Genesys Proficiency Development (EE15) Genesys Predictive Routing for Sales (SL06)	Consistent
Genesys Proficiency Development (EE15)	Not mandatory for any use case.	Consistent
Genesys Skills Management (EE16)	Genesys Proficiency Development (EE15)	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)	Genesys Shrinkage Management (EE03) Genesys Employee Schedule Preferences (EE10-A) Genesys Employee Schedule Preferences (EE10-B) Genesys Employee Schedule Preferences (EE10-C) Genesys Employee Schedule Preferences (EE10-D) Genesys Shift Bidding (EE11) Genesys Training and Activity Scheduling (EE12) Genesys WFM Third-Party Integration (EE27) Genesys Task-based Scheduling (EE28)	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