Genesys Cloud Use Cases

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The following topics are defined for this manual but are not included in the list of topics: OpenPlatform Use Cases
This manual is for version Public of Genesys Use Cases.
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Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.


ID Title Product Category Subtitle
ID Title Product Category Subtitle
CE01 Genesys Call Routing Inbound Route voice interactions to the best skilled resource
CE03 Genesys Callback Inbound Offer callback to queuing callers
CE04 Genesys Skype for Business Inbound Engage across the broader enterprise using Skype for Business instant messaging
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
CE27 Genesys Co-browse Digital Extend 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 machine learning 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
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 Data Actions
OP04 Genesys Voice Services Open Platform Telephony Connection Options
SL09 Genesys Predictive Engagement Sales Use machine learning powered journey analytics to monitor website activity, predict visitor outcomes, and proactively engage with prospects and customers
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 and post-interaction survey.
WE02 Resource Management Workforce Engagement Optimize workforce planning and scheduling across all channels. Automate forecasting, scheduling and improve employee engagement.
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