Genesys Digital

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This topic is part of the manual Genesys Engage On-Premises Use Cases for version Current of Genesys Use Cases.


Genesys Digital Use Cases for Genesys Engage on-premises

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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.

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