Augment & Optimize

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This topic is part of the manual PureConnect Use Cases for version Current of Genesys Use Cases.


This page lists all PureConnect 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 KPI Insights (BO07)

Not mandatory for any use case.

Consistent

Genesys Dynamic Case Management (BO11)

Not mandatory for any use case.

Defined

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 Outbound Dialer (CE11)

Consistent

Genesys Email Routing (CE16)

Consistent

Genesys Chat Routing (CE18)

Consistent

Genesys Social Media Routing (CE19)

Defined

Genesys Digital Callback (CE22)

Defined

Genesys SMS Routing (CE29)

Consistent

Genesys Chatbots (CE31)

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 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 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 Business Communications (OP01)

Not mandatory for any use case.

Defined