Genesys Digital
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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| 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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