All Use Cases

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 PureEngage 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 PureCloud use cases in PDF format. No results