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.

Customer care

Route interactions in real time with AI

When customers contact your business, they expect efficient support. Connecting them to the right agent is the key to delivering the best 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.

Personalize experiences at scale with AI-powered automated routing


Match customers to the right agents

Route interactions to the agents most likely to resolve customers’ questions. Seamlessly deliver better customer experiences, driving satisfaction, brand loyalty and lifetime value.

Deliver omnichannel customer journeys

Optimize for key performance metrics

Truly understand your customers with AI. Optimize your routing processes based on historical and real-time information to meet your chosen KPIs.

Automated routing

Detect patterns and predict outcomes

Your customers’ needs and preferences are constantly changing. AI-powered predictive routing continuously adapts to make accurate matches in the moment.

Exceed customer expectations with intelligent call routing

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.

Outbound call center

Optimize for business metrics that matter

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.

Time to value

Automate your AI lifecycle

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.

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Take control of your routing processes

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.


Personalize customer experiences at scale

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.

"Through machine learning and algorithms, Swisscom better matched customer calls with the best-performing agents for different types of interactions. And, by switching between traditional and predictive routing... AHT was reduced by 3%."

Marcel Hischier

Product Manager, Customer Interactions


Explore our predictive routing tour

Harness the power of AI to improve routing processes

One data repository

Get all your data in one place. Combine the latest agent, caller and interaction data automatically and use AI to scale and extract insights.

Intelligent routing models

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.

Machine learning

Continuously analyze the latest data to improve routing logic with predictive routing. Easily adapt to constantly changing contact center situations with AI.

High accuracy levels

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.

User friendly interface

Built with users in mind, predictive routing is easy to use. Test, configure and maintain queues without heavy data work or IT interference.

No rip and replace

Don’t worry about starting from scratch. Keep your existing queue routing rules and gradually increase queue cutover to deliver incremental lift.

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Genesys named a Leader in Gartner
2020 Magic Quadrant for CCaaS

Placed furthest for Completeness of Vision

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Improve customer strategy with predictive routing

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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

Unlock the power of predictive routing

Your customers deserve great service. Predictive routing matches customers with the right agents or resources — the first time. Personalize your customer journey to create happier, more satisfied customers. Request a demo to see how predictive routing in your cloud contact center software supports your business goals.

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