All Use Cases
From Genesys Documentation
This page is a master list of all Draft use cases currently available in the repository, across all platforms, grouped by platform.
Sort or search the table to find the use case you need to edit. Click the title link to go to the draft version of the use case. Or download all GenesysEngage-cloud use cases in PDF format. No results
Sort or search the table to find the use case you need to edit. Click the title link to go to the draft version of the use case. Or download all GenesysEngage-cloud use cases in PDF format. No results
Sort or search the table to find the use case you need to edit. Click the title link to go to the draft version of the use case. Or download all PureConnect use cases in PDF format.
| ID | Title | Product Category | Subtitle |
|---|---|---|---|
| ID | Title | Product Category | Subtitle |
| BO02 | Genesys Work and Lead 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 |
| BO11 | Genesys Dynamic Case Management | Digital | Combine Genesys Omnichannel customer experience with Dynamic Case Management to support human-centric automation, continuous innovation and transformation. |
| 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 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 |
| 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 hand over to a chat agent when needed. |
| 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. |
| 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 digital 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 |
| 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 |
| OP01 | Genesys Business Communications | Open Platform | Simplify contact center and business communications |
Sort or search the table to find the use case you need to edit. Click the title link to go to the draft version of the use case. Or download all GenesysCloud use cases in PDF format.
| 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 |
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