Dynamic Case Management
Orchestrate truly consistent and accurate resolutions with cases that adapt to diverse and unpredictable situations.
Create any number of case types that have their own workflows, fields, SLAs, and business rules.
Add and modify forms that are important for each case type; add validations, field guides, and help messages.
Surface the most relevant and actionable information to employees based on the interaction or work at hand.
Sub-Cases & Linked Cases
Split complex, multi-stage issues into smaller pieces. Keep track of related issues to provide consistent responses.
Track simple and complex cases with custom milestones tailored to how each case type should be resolved.
Create unplanned tasks, such as requesting a review or approval, and easily assign them to individuals or teams.
Business Process Management
Boost efficiency and transparency across multiple channels and organization silos by automating work when possible, deferring to human judgment when required.
Visually model your business workflow with manual and automatic steps that can have their own actions, SLAs, and validations.
Automate assignment & routing, decisions, field calculations and communication with other systems or people.
Track tickets coming from multiple channels and assign them to individuals, teams, departments, or specialized queues.
Assign cases and tasks to employees or teams based on their workload, skill set or allow them to pick their own assignments.
Integration & APIs
Send case data to other systems or allow other systems to push, create, update, route, and close work.
Set deadlines for when a case or specific task needs to be resolved and automatically escalate at-risk items or notify stakeholders.
Capture all data, journeys, processes, and events about your customer and use them to drive positive outcomes with exceptional customer experience.
Create a unified view of your customer that shows all their cases, interactions, appointments and internal or external data.
Organize customers, departments, accounts, and contacts into parent-child views and link them to cases.
Custom Data Models
Extend or create data models specific to your business, such as products, assets, vendors, accounts, and so on.
Connect to Data Sources
Show and use data from other sources such as point-of-sale systems, product databases, mainframes, or marketing platforms.
Two-Way Data Sync
Maintain up-to-date information for use by all your software and offer company-wide, cross-channel customer experiences.
System of Record
Use the operational CRM as the single-source-of-truth that other systems can reference, update, and query.
Master Data Management
Remove data silos by easily configuring data models that provide accurate and complete information about your customers, products, assets, core data and more.
Create true-to-life data models with tables, parent-child relationships, many-to-many linking and drill down views.
Data Model Builder
Visually define your tables, columns, and relationships; then automatically generate configurable forms, pages, search screens.
Data Change Actions
Automatically notify employees or other systems when data changes and prevent actions that can lead to data corruption.
Form & Page Builders
Drag-and-drop simple textboxes, complex formula fields, editable grids for child data, tabs, and conditional logic.
Open Data Model
Data models deploy as real tables, columns, and foreign keys in the database, making them transparent to other systems.
Create pre-built filters by drag-and-dropping columns and search fields that query across case types, people, and related data objects.
Advanced Content Management
Give case workers easy access to all the emails, paper documents, and digital files necessary to make decisions and resolve cases.
Feature-rich file management with file versioning, indexing, conversion, and online viewing.
Optical Character Recognition (OCR)
Convert hand-filled forms or images into searchable documents that can recognize forms, read hand-writing and auto-index.
Full Text Search (FTS)
Search for all mentions of a specific phrase or customer involvement across all cases, people, records, documents, and emails
Generate Word documents, emails, PDFs, and other content using internal and external data.
Scanning and Barcoding
Scan multi-page documents right into a case or leverage high-volume scanning by separating packets with barcodes.
Online support for annotating, redacting, commenting and stamping PDFs as well as converting files to PDFs.
Email Capture & Automation
Capture emails from multiple addresses and automatically acknowledge, prioritize, and assign them to the right people.
Convert your emails into new cases or attach to existing cases, bringing all attachments with them.
Auto Indexing & Tagging
Automatically link emails to correct customer, react to content and notify employees of important events.
Email customers back-and-forth from different cases, their replies automatically attach to the correct threads.
Email Template Builder
Design context-aware email templates that can consume data from the case, customer, employee, and external systems.
Trigger Emails & SMS
Automatically email customers about their cases, notify employees of changes and schedule periodic reminders.
Capture from and reply using your existing email boxes by utilizing secure standards such as IMAP, or Microsoft 365 Graph API.
Dashboards & Reporting
Maintain situational awareness and discover ways to improve customer satisfaction and employee performance.
Configure role-based, visually appealing dashboards or create custom ones with internal or external data.
Curated & Custom Reports
Leverage built-in reports to help you track important data, visually design your own PDF reports or export data sets to Excel.
AppBase Business Intelligence (BI)
Use advanced reporting and dashboarding with powerful predicitve, AI-driven analytics to gain better business insights.
Schedule reports to generate periodically and sent to your inbox and move complicated analysis to off-peak times.
Open Data Model
Easily analyze solution data with your in-house reporting tools by traversing real tables, columns, foreign keys and views.
Track important metrics for how well cases are resolved, how productive employees are and how how effective new iniatives are.
Collaboration & Teams
Provide quick and accurate resolutions by enabling your employees to work together on resolving the more complex cases.
Ask peers for expertise resolving a case by posting questions or ideas; inviting people to participate in forum-like discussions.
Clearly see all employees and external parties involved in resolving a case, invite others to participate in different capacities.
Automatically notify employees of changes to their cases by email or SMS, or assign follow-up tasks into their inboxes.
Create unplanned tasks such as requesting a review or approval and easily assign them to individual people or teams.
Take notes while working on a case to communicate internally with others and notify them of updates to cases.
Self-Service & Portal
Reduce cost and provide convenience by giving customers access to the information and actions they seek.
Embed forms inside your portal for customers to create or update cases and update or see status of existing ones.
Give limited access to partners and consultants to upload additional documents or update their cases.
Public Knowledge Base
Embed your knowledge base into your website, making it completely open or limited to select customers.
Integration & APIs
Connect your mobile app and existing portal with comprehensive APIs and the ability to create new APIs.
Make sure the right people are equipped for the job by getting a complete view of your work force and their performance.
Create a unified view of your employees to show all their cases, interactions, appointments, and data from other systems.
Teams, Skills & Roles
Assign employees to various teams, skills and roles that automatically give them access to team inboxes and drive auto-assignment.
Generate org charts for your organization that can be used for HR purposes, case assignment, or to manage escalation paths.
HR Workflows & Data Models
Model employee onboarding, complaints, and reviews with the same flexibility as you would for customers.
Employee APIs & Integration
Enrich the employee profile with data from other systems and automate onboarding & offboarding requests to related systems.
HR Knowledge Bases
Create knowledge spaces for your employees about HR policies or job-specific knowledge that departments can own.
Robotics & Automation
Reduce manual labor and mistakes by automating routine tasks, optimizing complex decisions, and bridging systems.
Automatically pre-fill new case forms with customer info, data from other systems and interaction details.
Schedule resource-heavy scripts to execute during off-peak times for data sync, mass emails, archival and custom business logic.
Monitor folders on shared network drives and react when new files are uploaded, such as parsing and importing new data.
Events & Triggers
Attach automation rules practically anywhere including CRM data changes, case updates and employee events.
Custom REST APIs
Expose existing APIs or create new APIs that execute practically any functionality from auto-creating a case to merging documents.
Tracking & Audit
Stay compliant with internal and regulatory bodies, discover ways to improve case resolution and get the complete picture if you ever want to review how a case was processed.
Track every detail of how a case was resolved, who was involved, when how long everything took and what went wrong.
Log time employees spent on handling cases and related work; get better insight into employee performance.
See an aggregated view of notes, comments and forums, discussions from the case and any involved tasks.
Keep a clear track of every automated decision that the system made by seeing inputs, outputs and actions taken.
Security & System Events
Track every action a user has taken including logins, searches, documents they’ve viewed or touched data in anyway.
Omnichannel with Genesys
Deliver a unified customer experience with award-winning engagement, predictive AI, intelligent workforce management and more.
Show an agent the complete customer view, highlight their open cases and next-best-actions related to the interaction context.
Genesys Cloud, Engage & Connect
Seamless integration with the entire Genesys product line in cloud and on-premise, including Engage iWD.
Smart “Caller” Recognition
Organize all contact info in the Operational CRM and use it to automatically identify who an agent is working with, across all channels.
Provide consistent, context-aware service even as customers switch between phone, email, SMS, chat and social.
Unified UI allows agents to create cases, follow-up on existing ones, wrap-up and more without leaving the Genesys desktop.
Train Genesys AI to help customers on their open issues, let them create new cases or update existing ones using Voice.Chat and SMS Bots.
Enable proactive engagement and communications from both the front-office and back-office, engaging the customer at every step of the journey on their preferred channel.
Case Management Conversations
Engage customers throughout their entire case management journey, across all channels and case types.
Agent Assisted AI
Engage with customers using AI and hand off parts of the conversation to a live agent when needed.
Increase online sales and improve loyalty by proactively engaging customers with suggestions or reminders.
Fold all conversations with a customer across all channels and cases into a single dialogue.
Expand how you engage with customers whether it’s through new channels, new self-service options or cultural trends.
Let customers schedule call backs and appointments, complete tasks, sign document, and engage along their journey.
Help employees and customers help themselves by making sure content is organized, accessible and easy to manage.
Separate knowledge into different product lines, departments, customer segments and roles.
Suggest articles that may help an employee resolve a case based on content, people involved and historical data.
Public or Internal Spaces
Create knowledge spaces for your internal staff, external partners, logged-in customers or completely open it to the public.
Bot Assisted Self-Service
Knowledge can be presented using Genesys Chat and SMS Bots to help customers help themselves, with an agent always ready to assist.
Include YouTube, videos, documents and pictures in your articles or go further with HTML, CSS and business rules.
Article Lifecycle Management
Instantly publish articles or go through a formal lifecycle process with drafts, publishing and expirations.
Calendar & Appointments
Easily organize events and meetings with colleagues, customers, and teams in relation to specific cases.
See a bird’s eye view of a team or person’s calendar and schedule appointments, follow-ups, and case deadlines.
Sync with Office 365
Connect to personal or group calendars in Office 365 and sync appointments to avoid overbooking or double-booking.
Manage calendars for indivudal people or entire teams, each can manage their own availability and holidays.
Set up SMS or email alerts of upcoming appointments and notify people if something is rescheduled or cancelled.
Calendar APIs & Integration
Let other systems manage appointments or send scheduling information to other booking systems.