PureConnect Use Cases
From Genesys Documentation
The following topics are defined for this manual but are not included in the list of topics: Workforce Engagement Use Cases, Inbound Use Cases, Self-Service and Automation Use Cases, Digital Use Cases, Open Platform Use Cases, About this guide, Outbound Use Cases, Sales Use Cases, Augment & Optimize, Interdependencies
This manual is for version Current of Genesys Use Cases.
Read this manual for other versions:
Explore all PureConnect use cases. See the first tab (All) for a full list of use cases, or filter by product category.
Sort or search the table to find the use case you want to view, then click the title.
| ID | Title | Product Category | Subtitle |
|---|---|---|---|
| ID | Title | Product Category | Subtitle |
| BO02 | Genesys Work and Lead Distribution | Digital | Optimizing work distribution across the enterprise to deliver all promises on time |
| BO07 | Genesys KPI Insights | Inbound | Monitor and analyze interaction data to detect addressable service level anomalies |
| BO11 | Genesys Dynamic Case Management | Digital | Combine Genesys Omnichannel customer experience with Dynamic Case Management to support human-centric automation, continuous innovation and transformation. |
| CE01 | Genesys Call Routing | Inbound | Route voice interactions to the best skilled resource |
| CE02 | Genesys Personalized Routing | Inbound | Apply personalized routing to voice interactions |
| CE03 | Genesys Callback | Inbound | Offer callback to queuing callers |
| CE07 | Genesys Customer Authentication | Self-Service and Automation | Identify and verify customers in your IVR |
| CE08 | Genesys Voice Payment | Self-Service and Automation | Capture payments in your IVR |
| CE09 | Genesys IVR Personalization | Self-Service and Automation | Increase self-service by personalizing your IVR |
| CE11 | Genesys Outbound Dialer | Outbound | Improve customer communications and increase sales conversion using powerful dialer capabilities |
| CE16 | Genesys Email Routing | Digital | Route email interactions to the best skilled resource |
| CE18 | Genesys Chat Routing | Digital | Route chat interactions to the best skilled resource |
| CE19 | Genesys Social Media Routing | Digital | Engage with your customers through social channels |
| CE22 | Genesys Digital Callback | Digital | Enable customers to request a callback from your website or app |
| CE29 | Genesys SMS Routing | Digital | Route SMS interactions to the best resource |
| CE31 | Genesys Chatbots | Self-Service and Automation | Use chatbots to automate customer conversations and seamlessly hand over to a chat agent when needed. |
| CE37 | Genesys Predictive Engagement | Digital | 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. |
| CE41 | Genesys Voicebots | Self-Service and Automation | Use voicebots to automate customer conversations and seamlessly hand over to an agent if needed. |
| EE01 | Genesys Workforce Scheduling for Voice | Workforce Engagement | Optimize employee utilization for voice interactions |
| EE02 | Genesys Omnichannel Workforce Scheduling | Workforce Engagement | Optimize employee utilization for all digital interactions |
| EE03 | Genesys Shrinkage Management | Workforce Engagement | Improve operational effectiveness by better managing agent non-working time |
| EE07 | Genesys Voice Recording | Workforce Engagement | Record voice interactions |
| EE08 | Genesys Voice and Screen Recording | Workforce Engagement | Record voice and screen interactions |
| EE09 | Genesys Quality Management | Workforce Engagement | Improve employee performance with quality management |
| EE10-A | Genesys Employee Schedule Preferences | Workforce Engagement | Empower employees with self-administration of their schedule |
| EE10-B | Genesys Employee Schedule Preferences | Workforce Engagement | Empower employees with self-administration of their schedule |
| EE10-C | Genesys Employee Schedule Preferences | Workforce Engagement | Empower employees with self-administration of their schedule |
| EE10-D | Genesys Employee Schedule Preferences | Workforce Engagement | Empower employees with self-administration of their schedule |
| EE11 | Genesys Shift Bidding | Workforce Engagement | Empower employees to influence their schedules |
| EE22 | Genesys Speech Analytics | Workforce Engagement | Gain basic insight into voice interactions using speech analytics |
| EE23 | Genesys Advanced Text and Speech Analytics | Workforce Engagement | Achieve deeper operational insights with speech and text Analytics |
| EE24 | Genesys Text and Speech Analytics for Customer Service | Workforce Engagement | Mine call recordings for insights to improve agent and customer experiences |
| EE25 | Genesys Text and Speech Analytics for Compliance | Workforce Engagement | Enforce compliance and legal responsibilities with speech and text analytics |
| OP01 | Genesys Business Communications | Open Platform | Simplify contact center and business communications |
Sort or search the table to find the Digital use case you want to view, then click the title.
| 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 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 Digital Callback (CE22) | Enable customers to request a callback from your website or app |
| Genesys SMS Routing (CE29) | Route SMS interactions to the best resource |
| 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. |
Sort or search the table to find the Self-Service and Automation use case you want to view, then click the title.
| Use Case | Subtitle |
|---|---|
| Use Case | Subtitle |
| Genesys Customer Authentication (CE07) | Identify and verify customers in your IVR |
| Genesys Voice Payment (CE08) | Capture payments in your IVR |
| Genesys IVR Personalization (CE09) | Increase self-service by personalizing your IVR |
| Genesys Chatbots (CE31) | Use chatbots to automate customer conversations and seamlessly hand over to a chat agent when needed. |
| Genesys Voicebots (CE41) | Use voicebots to automate customer conversations and seamlessly hand over to an agent if needed. |
Sort or search the table to find the Inbound use case you want to view, then click the title.
| Use Case | Subtitle |
|---|---|
| Use Case | Subtitle |
| Genesys KPI Insights (BO07) | Monitor and analyze interaction data to detect addressable service level anomalies |
| Genesys Call Routing (CE01) | Route voice interactions to the best skilled resource |
| Genesys Personalized Routing (CE02) | Apply personalized routing to voice interactions |
| Genesys Callback (CE03) | Offer callback to queuing callers |
Sort or search the table to find the Outbound use case you want to view, then click the title.
| Use Case | Subtitle |
|---|---|
| Use Case | Subtitle |
| Genesys Outbound Dialer (CE11) | Improve customer communications and increase sales conversion using powerful dialer capabilities |
Sort or search the table to find the Workforce Engagement use case you want to view, then click the title.
| Use Case | Subtitle |
|---|---|
| Use Case | Subtitle |
| Genesys Workforce Scheduling for Voice (EE01) | Optimize employee utilization for voice interactions |
| Genesys Omnichannel Workforce Scheduling (EE02) | Optimize employee utilization for all digital interactions |
| Genesys Shrinkage Management (EE03) | Improve operational effectiveness by better managing agent non-working time |
| Genesys Voice Recording (EE07) | Record voice interactions |
| Genesys Voice and Screen Recording (EE08) | Record voice and screen interactions |
| Genesys Quality Management (EE09) | Improve employee performance with quality management |
| Genesys Employee Schedule Preferences (EE10-A) | Empower employees with self-administration of their schedule |
| Genesys Employee Schedule Preferences (EE10-B) | Empower employees with self-administration of their schedule |
| Genesys Employee Schedule Preferences (EE10-C) | Empower employees with self-administration of their schedule |
| Genesys Employee Schedule Preferences (EE10-D) | Empower employees with self-administration of their schedule |
| Genesys Shift Bidding (EE11) | Empower employees to influence their schedules |
| Genesys Speech Analytics (EE22) | Gain basic insight into voice interactions using speech analytics |
| Genesys Advanced Text and Speech Analytics (EE23) | Achieve deeper operational insights with speech and text Analytics |
| Genesys Text and Speech Analytics for Customer Service (EE24) | Mine call recordings for insights to improve agent and customer experiences |
| Genesys Text and Speech Analytics for Compliance (EE25) | Enforce compliance and legal responsibilities with speech and text analytics |
Sort or search the table to find the Open Platform use case you want to view, then click the title.
| Use Case | Subtitle |
|---|---|
| Use Case | Subtitle |
| Genesys Business Communications (OP01) | Simplify contact center and business communications |
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