The following topics are defined for this manual but are not included in the list of topics: Self-Service and AutomationUse Cases, OutboundUse Cases, Workforce EngagementUse Cases, DigitalUse Cases, InboundUse Cases, About this guide, Open PlatformUse Cases, SalesUse Cases, , Interdependencies
This manual is for version Current of Genesys Use Cases.
Read this manual for other versions:
- Public
Explore all Genesys Cloud CX use cases. See the first tab (All) for a full list of use cases, or filter by product category.
Sort or search the table to find the use case you want to view, then click the title.
| 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 | 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 |
| EE31 | Genesys Agent Assist | Workforce Engagement | Monitor conversations between the customer and agent to surface contextually relevant knowledge and FAQs. |
| 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 |
Sort or search the table to find the Digital use case you want to view, then click the title.
| Use Case | Subtitle |
|---|---|
| Use Case | Subtitle |
| Genesys Work Automation (BO01) | Extend journey orchestration to back-office workflows |
| Genesys Email Routing (CE16) | Route email interactions to the best skilled resource |
| Genesys Chat Routing (CE18) | Route chat interactions to the best skilled resource |
| Genesys Co-browse (CE27) | Extend web messaging, voice or chat interactions with Co-browse |
| Genesys SMS Routing (CE29) | Route SMS interactions to the best resource |
| Genesys Messaging (CE34) | Offer a powerful new way for customers to connect with you directly in Messages |
| Genesys Predictive Engagement (CE37) | 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. |
Sort or search the table to find the Self-Service and Automation use case you want to view, then click the title.
| Use Case | Subtitle |
|---|---|
| Use Case | Subtitle |
| Genesys Customer Authentication (CE07) | Identify and verify customers in your IVR |
| Genesys Voice Payment (CE08) | Capture payments in your IVR |
| Genesys IVR Personalization (CE09) | Increase self-service by personalizing your IVR |
| Genesys Chatbots (CE31) | Use chatbots to automate customer conversations and seamlessly hand over to a chat agent when needed. |
| Genesys Voicebots (CE41) | Use voicebots to automate customer conversations and seamlessly hand over to an agent if needed. |
Sort or search the table to find the Inbound use case you want to view, then click the title.
| Use Case | Subtitle |
|---|---|
| Use Case | Subtitle |
| Genesys Personalized Routing with Callback (CE43) | Route voice interactions to the best skilled resource with personalization and callback option |
Sort or search the table to find the Outbound use case you want to view, then click the title.
| Use Case | Subtitle |
|---|---|
| Use Case | Subtitle |
| Genesys Outbound Dialer (CE11) | Improve customer communications and increase sales conversion using powerful dialer capabilities |
| Use SMS and email to send personalized, timely and relevant notifications to customers. |
Sort or search the table to find the Workforce Engagement use case you want to view, then click the title.
| Use Case | Subtitle |
|---|---|
| Use Case | Subtitle |
| Genesys Agent Assist (EE31) | Monitor conversations between the customer and agent to surface contextually relevant knowledge and FAQs. |
| Quality Assurance and Compliance (WE01) | 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. |
| Resource Management (WE02) | Optimize workforce planning and scheduling across all channels. Automate forecasting, scheduling and improve employee engagement. |
| Employee Performance (WE03) | Agent Skills development, Performance management and Gamification |
Sort or search the table to find the Open Platform use case you want to view, then click the title.
| Use Case | Subtitle |
|---|---|
| Use Case | Subtitle |
| Genesys Business Communications (OP01) | Simplify contact center and business communications |
| Genesys CRM Collaboration (OP02) | Enhance routing capabilities and drive agent screenpops using Genesys Cloud CX Data Actions |
| Genesys Voice Services (OP04) | Telephony Connection Options |
| Genesys UCC Third-Party Integration (OP07) | Enable customer choice of unified communication providers and telephony solutions through integrations with popular platforms. |
