PureEngage On-Premises Use Cases

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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
BO03	Genesys Task Distribution-Workgroup	Digital	Optimize tasks sent to workbins
BO04	Genesys Personalized Task Distribution	Digital	Push tasks to workers' personal queues based on multiple data sources
BO06	Genesys Predictive Routing for Customer Service	Inbound	Place CX and agent efficiency at the center of your routing decisions using AI to match each customer interaction with the best agent
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
CE09	Genesys IVR Personalization	Self-Service and Automation	Increase self-service by personalizing your IVR
CE10	Genesys Multimodal IVR	Self-Service and Automation	Present your customers with a visual way to complete or complement voice interactions
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.
CE13	Genesys Omnichannel Notifications	Outbound	Use multiple channels to notify 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
CE19	Genesys Social Media Routing	Digital	Engage with your customers through social channels
CE20	Genesys Personalized Digital Routing	Digital	Apply personalized routing to digital interactions
CE21	Genesys Click-to-Call	Inbound	Enable click-to-call from your website or app to improve service and conversions
CE22	Genesys Digital Callback	Digital	Enable customers to request a callback from your website or app
CE27	Genesys Co-browse	Digital	Extend web messaging, voice or chat interactions with Co-browse
CE28	Genesys Knowledge Management	Self-Service and Automation	Offer FAQs to customers and a knowledge library to employees
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.
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
EE04	Genesys Schedule-based Routing	Workforce Engagement	Enable schedule-based routing
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
EE13	Genesys Skills Assessment	Workforce Engagement	Automate employee skills and capability assessment
EE14	Genesys Performance Management	Workforce Engagement	Identify and compare employee performance
EE15	Genesys Proficiency Development	Workforce Engagement	Automate personal development plan for employees
EE16	Genesys Skills Management	Workforce Engagement	Align employee skills and capability with operational performance
EE17	Genesys Outsourcer Management	Workforce Engagement	Manage skills and capabilities of outsourcer employees
EE19	Genesys Compliance Certification	Workforce Engagement	Deploy enterprise wide certification programs and fulfill regulatory compliance
EE20	Genesys Employee Onboarding	Workforce Engagement	Automate onboarding for improved speed to competency
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
SL06	Genesys Predictive Routing for Sales	Inbound	Place revenue generation at the center of your routing decisions by using AI to match each customer opportunity with the best agent