Inbound Voice

Call routing by business objective

Inbound Voice uses your company’s defined business priorities to segment and prioritize interactions based on criteria such as business value, desired service level, required resources, and current contact center traffic conditions. This enhances your ability to meet your SLAs for all voice interactions—without creating complex routing strategies or adding resources.

With every call, multiple criteria are taken into consideration when making the routing decision. In addition to business priorities and customer data, priority-tuning factors are assessed: highest assigned priority, age of the interaction, “what if” wait times, and other variables. These elements work together to ensure every voice interaction, along with relevant information, is delivered to the agent best able to address the customer’s needs.

Call routing across the virtual contact center

With Inbound Voice, companies can route calls across geographically dispersed sites. All of your locations and available resources are considered as one virtual contact center. That means more efficient utilization of resources, reduced workforce expenses, and increased flexibility.

Customized call routing strategy and design

Contact center managers can build and customize individual routing strategies through an easy-to-use, graphical interface. It’s simple to update routing strategies based on customer data, service objectives, call center resources, and other factors.

This flexibility ensures your routing strategy stays aligned with your company’s business objectives, even as they change over time. You can react immediately to changing conditions by using service-level routing to proactively manage varying conditions in real-time, automatically invoking and releasing additional resources as needed.

Monitoring, reporting, and analytics of voice interactions

Genesys enables real-time monitoring of statistics such as the number of interactions in a queue, average wait times, SLA adherence, and current activity for agents and groups of agents. Comprehensive information analysis with intelligent, business-oriented historical reporting tracks all necessary data related to contact center activity, from records for each customer interaction to high-level summary reports.