Additional Case Management Questions

Can you send your data to existing CRM records to augment their existing Cases with your data instead of maintaining disparate Case Management systems?


Our case management is strictly related to VoC and Feedback. But we can on-demand share the case management data. 


Does the case management features include workflow capability?


That depends what you mean by workflow. At the moment, our Case Management tool relates to feedback. The workflow relates to the Agents and their Supervisors.

Can you use other reporting solutions to display data?


Yes, you can use other reporting solutions too. That said, we find that the demand for external reporting solutions diminishes once a customer deploys CX Index.


Can the survey data be used with our predictive routing?


Yes, you can export the survey data.

You can then transform it, loading it to any type of system that could include predictive routing. You'd need to configure this on the Genesys Cloud side.

How do you rationalize your concept of Case Management when there's an existing CRM?  Can you send your data to existing CRM records to augment their existing cases with your data instead of maintaining disparate Case Management systems?


Our case management is strictly related to Voice of the Customer (VoC) and Feedback.

But we can, by agreement, share the case management data. 

Is CX Index supported on Genesys Engage? Does the Case Management component work with Genesys iWD (work distribution)?


Yes, the Case Management tool works in Engage
.

The intelligent Workload Distribution (iWD) solution in Genesys creates an enterprise-wide task list that is centrally managed and prioritised.

iWD allows work to be presented to the right resource, at the right time, and at the right location.

It captures non-real-time work (tasks) from multiple source systems, uses business rules to prioritise or re-prioritise the tasks, and then distributes the tasks to the most suitable resource.

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