Genesys Cloud CX Use Cases

Explore all Genesys Cloud CX 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
BO01	Genesys Work Automation	Digital	Extend journey orchestration to back-office workflows
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
CE11	Genesys Outbound Dialer	Outbound	Improve customer communications and increase sales conversion using powerful dialer capabilities
CE12	Genesys SMS & Email Notifications	Outbound	Use SMS and email to send personalized, timely and relevant notifications to customers.
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
CE27	Genesys Co-browse	Digital	Extend web messaging, voice or chat interactions with Co-browse
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.
CE34	Genesys Messaging	Digital	Offer a powerful new way for customers to connect with you directly in Messages
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.
CE43	Genesys Personalized Routing with Callback	Inbound	Route voice interactions to the best skilled resource with personalization and callback option
CE45	Genesys Contact Center Optimization	Digital	Analyze journeys holistically or as individual flows to understand journey outcomes such as self-service, deflection, first contact resolution and use new insights to improve efficiency and lower costs
CE47	Genesys Virtual Agent	Digital
CE48	Unified Experience from Genesys and ServiceNow	Digital	Manage real-time communications and process customer data on a single solution with a unified agent workspace
CE49	Genesys Social Listening	Digital	Seamlessly integrate social media customer care into the all-in-one Genesys Cloud platform, enabling you to monitor, analyze, and engage with customers across social channels.
EE31	Genesys Agent Assist	Workforce Engagement	Monitor conversations between the customer and agent to surface contextually relevant knowledge and FAQs.
EE32	Genesys Agent Copilot	Self-Service and Automation	Automatically surface contextually relevant information from a knowledge base during customer conversations.
OP01	Genesys Business Communications	Open Platform	Simplify contact center and business communications
OP02	Genesys CRM Collaboration	Open Platform	Enhance routing capabilities and drive agent screenpops using Genesys Cloud CX Data Actions
OP04	Genesys Voice Services	Open Platform	Telephony Connection Options
OP07	Genesys UCC Third-Party Integration	Open Platform	Enable customer choice of unified communication providers and telephony solutions through integrations with popular platforms.
WE01	Quality Assurance and Compliance	Workforce Engagement	Improve quality of agent handling of interactions by deriving insights from interaction recording along with recorded desktop activity, quality evaluations, speech & text analytics and post-interaction survey.
WE02	Resource Management	Workforce Engagement	Optimize workforce planning and scheduling across all channels. Automate forecasting, scheduling and improve employee engagement.
WE03	Employee Performance	Workforce Engagement	Agent Skills development, Performance management and Gamification

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 Automation (BO01)	Extend journey orchestration to back-office workflows
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 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.
Genesys Contact Center Optimization (CE45)	Analyze journeys holistically or as individual flows to understand journey outcomes such as self-service, deflection, first contact resolution and use new insights to improve efficiency and lower costs
Genesys Virtual Agent (CE47)
Unified Experience from Genesys and ServiceNow (CE48)	Manage real-time communications and process customer data on a single solution with a unified agent workspace
Genesys Social Listening (CE49)	Seamlessly integrate social media customer care into the all-in-one Genesys Cloud platform, enabling you to monitor, analyze, and engage with customers across social channels.

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 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.
Genesys Agent Copilot (EE32)	Automatically surface contextually relevant information from a knowledge base during customer conversations.

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 Personalized Routing with Callback (CE43)	Route voice interactions to the best skilled resource with personalization and callback option

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
Genesys SMS & Email Notifications (CE12)	Use SMS and email to send personalized, timely and relevant notifications to customers.

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 Agent Assist (EE31)	Monitor conversations between the customer and agent to surface contextually relevant knowledge and FAQs.
Quality Assurance and Compliance (WE01)	Improve quality of agent handling of interactions by deriving insights from interaction recording along with recorded desktop activity, quality evaluations, speech & text analytics and post-interaction survey.
Resource Management (WE02)	Optimize workforce planning and scheduling across all channels. Automate forecasting, scheduling and improve employee engagement.
Employee Performance (WE03)	Agent Skills development, Performance management and Gamification

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
Genesys CRM Collaboration (OP02)	Enhance routing capabilities and drive agent screenpops using Genesys Cloud CX Data Actions
Genesys Voice Services (OP04)	Telephony Connection Options
Genesys UCC Third-Party Integration (OP07)	Enable customer choice of unified communication providers and telephony solutions through integrations with popular platforms.