From Genesys Documentation
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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|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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