About this guide
From Genesys Documentation
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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 |
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 |