PureCloud 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.
Read this manual for other versions:

Use the table below to find and search for the use case 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 with outbound calling
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
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 your interactions
EE07 Genesys Voice Recording Workforce Engagement Record voice interactions
EE09 Genesys Quality Management Workforce Engagement Improve employee performance with quality management
EE32 Genesys Agent Desktop Screen Recording Workforce Engagement Record Agent Desktop Screens
EE35 Genesys Post-Interaction Survey Workforce Engagement Web-Based survey for multi-channel interactions
OP01 Genesys Business Communications Open Platform Simplify contact center and business communications
OP02 Genesys CRM Collaboration Open Platform
OP04 Genesys Voice Services Open Platform TBD
SL01 Genesys Outbound Dialer for Sales Sales Increase sales conversion using powerful dialer capabilities
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
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