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Create better experiences with predictive routing

Provide leading customer service with artificial intelligence (AI)-powered predictive routing.

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Combine the power of automated routing and real-time data

When a customer calls your business, they expect timely, efficient support. Getting them the right resource at the right time is key to realizing business results. Automated routing guides customers to the right resource based on their real-time needs.

Unify interaction data across channels to create customer profiles and inform business rules. Assign every interaction to a universal queue based on those unique rules. Improve customer service while achieving desired outcomes for your business.

Amp up contact center routing with AI

Increase personalization across channels

Automated routing uses data to deliver targeted support. Make informed decisions based on a customer’s expressed, inferred and in-the-moment preferences.

Enhance customer and employee experiences

Reduce call handling times and unnecessary frustrations. Route every customer interaction to the right resource or employee to streamline the journey.

Improve routing processes

Predictive routing gets smarter with each completed interaction. Gather data and use it to drive your unique business goals and success.

Get customers where they need to go using real-time data

Customers want quick, accurate support from your call center. Automated routing from Genesys uses CRM system data and data from your contact center solution to make it happen. See what your data says about customer desires. And set business rules to create more seamless customer experiences.

With AI and machine learning capabilities, users connect with the most appropriate agent, the first time. Predictive routing leverages your data to help you meet your KPIs.

Upgrade your routing engine

Omnichannel routing is foundational to delivering seamless, consistent, personalized engagement. Build your engagement on a Genesys intelligent routing engine and benefit from over 25 years of continuous development.

Step up your efficiency

Reduce the need for technical coding with easy-to-use business rules. Then use those rules to route calls intelligently. Eliminate real-time queue monitoring and agent reskilling by letting the data drive decisions. And ensure that agents and resources are available to support each unique opportunity.

Prioritize critical tasks

Predictive routing leverages data and context to connect customers with support. A universal queue of interactions across channels lets teams work on the most critical tasks at the most critical time.

Support sales outcomes

Good customer service builds trust. Predictive routing supports service levels by forecasting outcomes using modeling and machine learning. This means that each interaction can improve the process of matching customers to representatives.

"With Genesys Predictive Routing, we went from queue-based routing to strength-based routing around a specific KPI and customer type, all in a fraction of a second."

Marcel Hischier

Product Manager Customer Interactions

Swisscom

Read the customer story

Harness the power of data to improve routing processes

Omnichannel communication

Let customers shift from digital channels to human voice interactions to back-office fulfillment. Maintain context across channels. As the interaction progresses, agents maintain all historical information – leading to faster resolution.

Customer profiles

Predictive routing gets smarter over time. Every action or inaction that a customer makes adds to the picture of who they are. When it has a full customer picture, automated routing delivers targeted, personalized experiences.

Agent profiles

Each customer interaction is an opportunity to identify agent skills and talents. Agent profiles then inform predictive routing decisions. Route tasks based on skills to lower average call handle times and improve employee and customer experiences.

Comprehensive reporting

See how automated routing learns and adapts. Then use those insights to inform your customer strategy and achieve specific business outcomes. View the information by group, skill or individual level. And identify skill gaps, pinpoint training opportunities and improve agent performance.

Genesys named a Leader in Gartner
2020 Magic Quadrant for CCaaS

Placed furthest for Completeness of Vision

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Resources

Improve customer strategy with predictive routing

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Why genesys as your single source wem vendor resource center en

Succeed with a single source for contact center infrastructure and workforce engagement management

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Predictive routing in action

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Forrester: The Three Customer Service Megatrends In 2021

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Free yourself from the limitations of queue-based routing

Your customers deserve great service. Predictive routing connects customers with the right agent or resource — the first time. Streamline your customer journey to create happier, more satisfied customers. Request a demo to see how automated routing in your cloud contact center software supports business goals.

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About Genesys

Every year, Genesys^® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service^℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud^™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility.