PureConnect Use Cases

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This manual is for version Public of Genesys Use Cases.
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Find all use cases for PureConnect

Use the table below to find and search for the use case you need.

ID Title Product Category Subtitle
ID Title Product Category Subtitle
BO02 Genesys Work 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
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 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
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 handover to a chat agent when needed.
CE33 Genesys Visual IVR Self-Service and Automation Extend engagement with customers from voice to online with Genesys MicroApps
CE37 Genesys Predictive Chatbots Digital Use machine learning powered journey analytics to monitor website activity in real time, predict visitor outcomes, and use chatbots to proactively engage with customers.
CE41 Genesys Voicebots Self-Service and Automation Use voicebots to automate customer conversations and seamlessly handover to an agent if needed.
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
OP01 Genesys Business Communications Open Platform Simplify contact center and business communications

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