PureEngage Cloud Use Cases

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The following topics are defined for this manual but are not included in the list of topics: Genesys Work Distribution (BO02) for PureEngageCloud, Genesys SMS Routing (CE29) for PureEngageCloud
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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
CE01 Genesys Call Routing Inbound Route voice interactions to the best skilled resource
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
CE11 Genesys Outbound Dialer Outbound Improve customer communications with outbound calling
CE12 Genesys SMS Notification Outbound Use SMS to notify customers
CE13 Genesys Omnichannel Notification Outbound Use multiple channels to notify customers
CE15 Genesys Outbound Collections Outbound Accelerate payments collected using multiple channels
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
CE22 Genesys Digital Callback Digital Enable customers to request a callback from your website or app
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 handover to a chat agent when needed.
CE32 Genesys IVR Microapps Self-Service and Automation Automate phone conversations with pre-built microapps and agent handover if needed
CE34 Genesys Messaging Digital Offer a powerful new way for customers to connect with you directly in Messages
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.
CE39 Genesys Outbound Dialer Outbound Improve customer communications with outbound calling
CE41 Genesys Voicebots Self-Service and Automation Use voicebots to automate customer conversations and seamlessly handover 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
EE03 Genesys Shrinkage Management Workforce Engagement Improve operational effectiveness by better managing agent non-working time
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
EE10-A Genesys Employee Schedule Preferences Workforce Engagement Empower employees with self-administration of their schedule
EE10-B Genesys Employee Schedule Preferences Workforce Engagement Empower employees with self-administration of their schedule
EE10-C Genesys Employee Schedule Preferences Workforce Engagement Empower employees with self-administration of their schedule
EE10-D Genesys Employee Schedule Preferences Workforce Engagement Empower employees with self-administration of their schedule
EE11 Genesys Shift Bidding Workforce Engagement Empower employees to influence their schedules
EE12 Genesys Training and Activity Scheduling Workforce Engagement Manage training, coaching and offline activities scheduling across the workforce
EE21 Genesys IVR Recording Workforce Engagement Record the entire IVR interaction
EE22 Genesys Speech Analytics Workforce Engagement Gain basic insight into voice interactions using speech analytics
EE23 Genesys Advanced Text and Speech Analytics Workforce Engagement Achieve deeper operational insights with speech and text Analytics
EE24 Genesys Text and Speech Analytics for Customer Service Workforce Engagement Mine call recordings for insights to improve agent and customer experiences
EE25 Genesys Text and Speech Analytics for Compliance Workforce Engagement Enforce compliance and legal responsibilities with speech and text analytics
EE26 Genesys Back-office Scheduling Workforce Engagement Optimize utilization for back-office and task-based workers
EE27 Genesys WFM Third-Party Integration Workforce Engagement Enable bi-directional Integration of WFM with 3rd party systems
EE28 Genesys Task-based Scheduling Workforce Engagement Control the scheduling of the sequence of task agents work on
EE29 Genesys Compliance Recording Workforce Engagement Enable your contact center to meet quality and/ or regulatory compliance requirement
EE30 Genesys Selective Recording Workforce Engagement Deliver selective recording of your agents based on metadata for review purposes
MK01 Genesys Outbound for Marketing Marketing Increase contact rates using outbound voice campaigns
MK02 Genesys Speech Analytics for Marketing Marketing Mine call recordings for insights to improve lead generation and attribution
SL01 Genesys Outbound Dialer for Sales Sales Increase sales conversion using powerful dialer capabilities
SL07 Genesys Speech Analytics for Sales Sales Mine call recordings for insights to improve conversion rates and attribution
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

The following topics are defined for this manual but are not included in the list of topics: Genesys Work Distribution (BO02) for PureEngageCloud, Genesys SMS Routing (CE29) for PureEngageCloud
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