Augment & Optimize

This page lists all Genesys Cloud CX use cases and the other use cases that they are a mandatory interdependency for and must be implemented with.

Use Case	Value augmenting use cases	Maturity
Genesys Work Automation (BO01)	Not mandatory for any use case.
Genesys Customer Authentication (CE07)	Genesys Personalized Routing with Callback (CE43) Genesys Personalized Routing (CE02) Genesys Multimodal IVR (CE10) Genesys IVR Personalization (CE09)	Consistent
Genesys Voice Payment (CE08)	Genesys Multimodal IVR (CE10)	Defined
Genesys Outbound Dialer (CE11)	Genesys Dynamic Case Management (BO11)	Differentiated
Genesys SMS & Email Notifications (CE12)	Genesys Dynamic Case Management (BO11)	Consistent
Genesys Email Routing (CE16)	Genesys Work Automation (BO01) Quality Assurance and Compliance (WE01) Resource Management (WE02) Genesys Work and Lead Distribution (BO02) Genesys Predictive Routing for Customer Service (BO06) Genesys KPI Insights (BO07) Genesys Omnichannel Notifications (CE13) Genesys Personalized Digital Routing (CE20) Genesys Omnichannel Workforce Scheduling (EE02) Genesys Schedule-based Routing (EE04) Genesys Predictive Routing for Sales (SL06) Genesys Dynamic Case Management (BO11)	Consistent
Genesys Chat Routing (CE18)	Genesys Chatbots (CE31) Quality Assurance and Compliance (WE01) Resource Management (WE02) Genesys Predictive Routing for Customer Service (BO06) Genesys KPI Insights (BO07) Genesys Personalized Digital Routing (CE20) Genesys Co-browse (CE27) Genesys Predictive Engagement (CE37) Genesys Omnichannel Workforce Scheduling (EE02) Genesys Predictive Routing for Sales (SL06) Genesys Dynamic Case Management (BO11)	Consistent
Genesys Co-browse (CE27)	Genesys Dynamic Case Management (BO11)	Defined
Genesys SMS Routing (CE29)	Genesys Chatbots (CE31) Quality Assurance and Compliance (WE01) Genesys Omnichannel Notifications (CE13) Genesys Personalized Digital Routing (CE20) Genesys Omnichannel Workforce Scheduling (EE02) Genesys Schedule-based Routing (EE04) Genesys Dynamic Case Management (BO11)	Consistent
Genesys Chatbots (CE31)	Genesys Agent Assist (EE31) Genesys Agent Copilot (EE32) Genesys Messaging (CE34) Genesys Predictive Engagement (CE37)	Differentiated
Genesys Messaging (CE34)	Genesys Co-browse (CE27) Genesys Chatbots (CE31) Genesys Agent Assist (EE31) Genesys Agent Copilot (EE32) Quality Assurance and Compliance (WE01) Genesys Dynamic Case Management (BO11)	Differentiated
Genesys Predictive Engagement (CE37)	Genesys Chatbots (CE31)	Differentiated
Genesys Voicebots (CE41)	Genesys Agent Assist (EE31) Genesys Agent Copilot (EE32)	Differentiated
Genesys Personalized Routing with Callback (CE43)	Genesys Outbound Dialer (CE11) Genesys Co-browse (CE27) Genesys Voicebots (CE41) Quality Assurance and Compliance (WE01) Resource Management (WE02)	Defined
Genesys Contact Center Optimization (CE45)	Not mandatory for any use case.
Genesys Virtual Agent (CE47)	Not mandatory for any use case.
Unified Experience from Genesys and ServiceNow (CE48)	Not mandatory for any use case.
Genesys Social Listening (CE49)	Not mandatory for any use case.
Genesys Agent Assist (EE31)	Genesys Agent Assist (EE31) Genesys Agent Copilot (EE32)	Differentiated
Genesys Agent Copilot (EE32)	Not mandatory for any use case.	Differentiated
Genesys Business Communications (OP01)	Not mandatory for any use case.	Consistent
Genesys CRM Collaboration (OP02)	Not mandatory for any use case.	Consistent
Genesys Voice Services (OP04)	Genesys Business Communications (OP01)	Consistent
Genesys UCC Third-Party Integration (OP07)	Not mandatory for any use case.	Consistent
Quality Assurance and Compliance (WE01)	Employee Performance (WE03)	Differentiated
Resource Management (WE02)	Employee Performance (WE03)	Differentiated
Employee Performance (WE03)	Not mandatory for any use case.	Differentiated