About this guide
From Genesys Documentation
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This topic is part of the manual Genesys Cloud CX Use Cases for version Current of Genesys Use Cases.
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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 |
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 |
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 | |
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 |