Augment & Optimize

From Genesys Documentation
Jump to: navigation, search
This topic is part of the manual Genesys Engage on-premises Use Cases for version Current of Genesys Use Cases.


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 CaseValue augmenting use casesMaturity

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