As call centers have evolved into omnichannel contact centers, call center routing has changed. It’s no longer acceptable to route customers and interactions into an inefficient siloed environment. Gain a competitive edge by blending resources and prioritizing interactions across all channels.
Create an effortless customer experience by leveraging context to choose the best resources while providing the customer profile and journey context to the resource who receives the interaction. Choosing the best resource for each interaction drives desired outcomes for your customer and your business.
Automated intelligent routing is fundamental to provide a true omnichannel customer experience. In a traditional, siloed call center world, disconnects in communication between channels and resources frustrate your customers. These disconnects lead to transfers and force customers to repeat themselves. If customers encounter that type of extra effort, it increases frustration and deteriorates loyalty. In the best case, you end up with an unhappy customer. In the worst case, you lose the customer.
Dynamically connect each interaction—from any touchpoint, over any channel. Every interaction is prioritized in a universal queue that’s based on your business rules. This ensures your resources work on top-priority interactions to drive your business outcomes.
Predictive routing harnesses the power of your data to take your business to the next level. Through modeling and machine learning, predictive automated routing drives the business outcomes that you define as important. Whether you aim to improve customer satisfaction, increase efficiency or drive revenue, you choose the model that determines the best agent to propel your business outcomes—for each interaction and each area of business. And you can select different models for different teams to maximize your results, and make changes as you need. Having these options increases personalization capabilities, reduces handle time and improves first contact levels.
“We also knew we needed multi-level call routing that went beyond just skill sets. We wanted to make routing customer-centric, for instance, making sure some customers were always routed to the same engineer.”
— Erwin Thomas, Senior Director of the Customer Care Solutions Center, Philips
Every customer is different. Accommodating customer segmentation needs and meeting acceptable service levels requires the flexibility to adapt to changes in demand across your environment. Leverage our rules-based automated intelligent routing to set the necessary parameters for coverage and prioritization. With dynamic target expansion, your system evaluates available agents, service levels and other factors in real time to expand and contract targeted resources and meet defined business objectives.
Manually moving agents from one queue to another to meet demand is a thing of the past. Drive relationships and reduce customer effort with “last agent” routing, connecting your customers with the person they last interacted with, if needed.
Traditional queue-based and skill-based routing are static, siloed and inflexible. And this makes it difficult to fine-tune your business rules or adjust to changes in demand. Often, you need to rely on IT teams to make even minor changes. It doesn’t have to be this way.
Automated intelligent routing reduces operational effort through easy-to-use business rules that reduce the need for technical coding. Dynamic target expansion removes the need for real-time queue monitoring and manual agent reskilling. And leveraging data and context to connect the right interaction with the right resource further drives business outcomes and customer satisfaction. Use a universal queue of interactions across channels to assure your teams work on the most critical tasks at the most critical time.
Omnichannel routing is foundational to delivering the seamless, consistent, personalized engagement that customers now expect. With the Genesys, you have an intelligent routing engine driven by over 25 years of continuous development. Remove the limitations that siloed queues impose on your customers and your business. Enable effortless experiences across all customer journeys. Gain the advantage of a data-driven, rules-based approach that goes beyond single interactions to manage related interactions over time and handled in parallel.
Predictive matching works harmoniously with routing to drive your marketing and sales campaigns to new heights of success. Harness the power of your data and drive the business outcomes that you define as important to take your sales and marketing efforts to the next level.
Increase personalization capabilities, reduce handle time and improve first contact levels by leveraging big data and business rules to predict the optimal representative to deliver the most compelling offer. Continuously improve the process of matching your customers to representatives by predicting outcomes using modeling and machine learning.
“We can route calls to match the skill level of the agents, and we have reduced the training period by 50%. Moreover, since we can connect customers to the agents who have the best skills, we are able to increase customer satisfaction.”
— Toshiro Torikai, Leader Room Service Telephone Center Team Room Service Operation Group, Field Operation Division, Skylark
Omnichannel routing is foundational to delivering the seamless, consistent, personalized engagement that customers now expect. With the Genesys contact center platforms, you have a routing engine driven by over 25 years of continuous development. Remove the limitations that siloed queues impose on your customers and your business. Enable effortless experiences across all customer journeys. Gain the advantage of a data-driven, rules-based approach that goes beyond single interactions to manage related interactions over time and handled in parallel.
“We largely credit PureConnect routing for keeping average speed-to-answer to less than 25 seconds per call, with average abandon rates of 2.1%. These benefits extend beyond calls to email with multimedia queuing ability. “
— Jennifer Willis, Contact Center Branch Manager, Campus USA Credit Union
Dynamically match every customer interaction from any touchpoint over any channel with the optimal agent. By leveraging customer profile and context, intelligent routing ensures that customer conversations continue without interruption as they move from touchpoint to touchpoint.
Enable customers to shift from digital channels, like mobile and web, to human voice interactions, all the way through to back-office fulfillment. And, as the customer interaction progresses through the journey, the next resource in line is presented with all the information needed to understand the history, context and next steps to guarantee the best customer experience.
True omnichannel routing delivers a range of benefits for every contact center:
Genesys is the ‘Swiss Army Knife’ of call routing, allowing us to grow to unlimited skill sets, virtual queues and reporting to meet evolving business requirements. We feel secure knowing that when business users come to us with one-off, maybe even atypical requests, we can lean on rich functionality from Genesys.
Brad McBride Information Services Manager, Voice Communications Engineering J.B. Hunt
You’ve collected valuable data in your contact center for years. Now it’s time to use it. It’s time to realize the true potential of artificial intelligence (AI) in the contact center. Predictive routing from Genesys combines your untapped CRM system data and contact center data with business rules to:
Predictive routing ranks each representative based on any number of criteria, including customer profile, interaction profile, desired business outcome and agent profile. These metrics are overlaid with the representative’s existing skills and proficiency matrix used for scheduling. Then, that data is combined with the multidimensional skill profile using a patented method that delivers the interaction to the best possible representative or endpoint.
And because predictive routing leverages your data, you have complete visibility into the predictors and the data used to drive your business outcomes.
You have the data and great ideas about how to use it. Here’s how to get started:
Current tools can handle the complexity of business rules and KPIs—but they only go so far. An omnichannel environment makes routing exponentially more difficult without automation and or the ability to harness the potential of machine learning.
Overcome the challenges of traditional queue-based and skill-based routing while gaining measurable increases in productivity, revenue and efficiencies. Use AI to match customers to the best agent at the right stage of their journey to improve customer satisfaction and loyalty, while optimizing operations.