Connect customers to the best agent with predictive routing
Ensure every customer interaction is routed to the best available agent, creating better experiences and optimizing contact center KPIs.
Ensure every customer interaction is routed to the best available agent, creating better experiences and optimizing contact center KPIs.
When a customer contacts your business, they expect efficient, timely support. Connecting them to the right agent is the key to delivering the best customer experiences.
Using the power of artificial intelligence (AI), predictive routing continuously analyzes real-time data to predict outcomes. Match customers to the best agent while optimizing for important contact center KPIs, such as average handle time (AHT) and transfer rate.
Route interactions to the agents most likely to resolve customers’ questions. Seamlessly deliver better customer experiences, driving satisfaction, brand loyalty and lifetime value.
Truly understand your customers with AI. Optimize your routing processes based on historical and real-time information to meet your chosen KPIs.
Your customers’ needs and preferences are constantly changing. AI-powered predictive routing continuously adapts to make accurate matches in the moment.
Modern call centers must handle large call volumes, evolving customer expectations and shifting business demands in real time. With the power of AI, you can efficiently analyze hundreds of data points to predict the best agent for each interaction and optimize for desired business outcomes. Predictive routing removes manual rule maintenance — and empowers administrators to optimize for your chosen KPIs.
Your business is unique and your goals are, too. Route calls based on logic that will achieve your key contact center metrics, including AHT and transfer rate. Go beyond queue and skills-based routing with predictive routing that learns over time, continuously adapting to changing data trends to meet real-time demand and circumstances.
Genesys delivers a fully automated AI lifecycle. With predictive routing, you can identify queue potential, deliver caller and agent matching logic, automate outcome prediction, and discover patterns. Give your admins AI-enabled tools that can be optimized based on the latest interaction data.
Delivering the best routing solution shouldn’t require a lot of IT help. And managing routing rules shouldn’t demand manual analysis or maintenance. Predictive routing makes it easy for contact center managers to test and implement routing logic. Optimize your routing decisions for specific KPIs using AI-powered logic, without ever needing to dive deep into data.
Take advantage of an integrated ecosystem of tools and solutions. Give your agents the context they need to deliver a truly seamless customer journey. Remove data silos that negatively impact your customer experience. Use Genesys AI to gain insights across your organization and apply these insights in real time. Personalize every interaction, no matter your data volume, with the power of AI.
Get all your data in one place. Combine the latest agent, caller and interaction data automatically and use AI to scale and extract insights.
Use AI to analyze data gathered across interactions to discover patterns. Identify the best agent based on these actionable insights and route interactions with confidence.
Continuously analyze the latest data to improve routing logic with predictive routing. Easily adapt to constantly changing contact center situations with AI.
Operate with confidence that your queues and routing logic are always up-to-date. We use the latest data to constantly improve our AI models.
Built with users in mind, predictive routing is easy to use. Test, configure and maintain queues without heavy data work or IT interference.
Don’t worry about starting from scratch. Keep your existing queue routing rules and gradually increase queue cutover to deliver incremental lift.