{"id":575622,"date":"2025-06-04T21:31:11","date_gmt":"2025-06-05T04:31:11","guid":{"rendered":"https:\/\/www.genesys.com\/resources\/genesys-cloud-predictive-routing-produktuebersicht"},"modified":"2025-06-13T04:19:07","modified_gmt":"2025-06-13T11:19:07","slug":"genesys-cloud-predictive-routing-product-overview","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/de-de\/resources\/genesys-cloud-predictive-routing-product-overview","title":{"rendered":"Genesys Cloud Predictive Routing \u2013 Produkt\u00fcbersicht"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=&#8220;bgc-lgray&#8220; flair=&#8220;%5B%5D&#8220;][vc_row][vc_column][vc_column_text css=&#8220;&#8220;]<\/p>\n<h1>Genesys Cloud Predictive Routing<\/h1>\n<p>[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/library.genesys.com\/m\/47f33ae7b3540ea3\/original\/GRP-Overview_DE.pdf\" target=\"_blank\" rel=\"\">Zur \u00dcbersicht<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row content_placement=&#8220;top&#8220;][vc_column width=&#8220;7\/12&#8243;][vc_column_text css=&#8220;&#8220;]<\/p>\n<h2 class=\"h3\">Die Herausforderung<\/h2>\n<p>Moderne Contact Center sind \u00fcber traditionelle, manuell erstellte kompetenz- und warteschlangenbasierte Routing-Methoden f\u00fcr die Zuordnung von Kunden zu Mitarbeitern hinausgewachsen. Manuelle Regeln k\u00f6nnen das grundlegende Routing vorantreiben. Durch zunehmendes Wachstum von Contact Centern steigt jedoch die Komplexit\u00e4t, da Kunden und Mitarbeiter gro\u00dfe Datenmengen generieren. Die g\u00e4nzliche Menge an generierten Daten macht es unm\u00f6glich, mit manuell erstellten, statischen \u201eWenn-dann\u201c-Regeln zu arbeiten.<\/p>\n<h2 class=\"h3\">Die L\u00f6sung<\/h2>\n<p>Genesys Cloud Predictive Routing agiert in Echtzeit und nutzt k\u00fcnstliche Intelligenz (KI), um Hunderte von Datenpunkten zu analysieren und Kunden mit den Mitarbeitern zu verbinden, die f\u00fcr sie am ehesten die besten Kundenerlebnisse bieten. Das System lernt kontinuierlich aus Echtzeit- und Verlaufsdaten, sodass wichtige KPIs wie die durchschnittliche Bearbeitungszeit, die Probleml\u00f6sung beim ersten Kontakt (durch Vermeidung des n\u00e4chsten Kontakts (Next Contact Avoidance, NCA)) und vieles mehr optimiert werden k\u00f6nnen. NCA ist ein KPI, der verfolgt, ob Kunden nach einer Interaktion zur\u00fcckkehren. Die Modelle werden basierend auf den Ergebnissen automatisch neu geschult. Der Konfigurationsaufwand f\u00fcr die Verwaltung komplexer Warteschlangen wird dadurch reduziert und die Routing-Leistung verbessert.[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/library.genesys.com\/m\/47f33ae7b3540ea3\/original\/GRP-Overview_DE.pdf\" target=\"_blank\" rel=\"\">Zur \u00dcbersicht<\/a><\/div>[vc_column_text el_class=&#8220;mt-2&#8243;][\/vc_column_text][\/vc_column][vc_column width=&#8220;5\/12&#8243;]<div class=\"component card w-100 bgc-white vertical text-start   chevron-only has-card-header  \" ><div class=\"card-header p-1  \" ><h3 class=\"mb-0\"><i class=\"fak fa-gen-star text-whiteicon-size-regular\" aria-hidden=\"true\"><\/i> Vorteile<\/h3><\/div><div class=\"card-body\"><ul class=\"text-24\">\n<li>Bessere Gesch\u00e4ftsergebnisse durch Verbesserung wichtiger KPIs<\/li>\n<li>Mehr Kundenzufriedenheit durch intelligentere, KI-gest\u00fctzte Zuordnung<\/li>\n<li>Vertrauen und Einheitlichkeit dank transparenter, erkl\u00e4rbarer KI<\/li>\n<\/ul>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8220;bgc-lgray&#8220; flair=&#8220;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8220;][vc_row][vc_column]<div class=\"related-posts-container next-steps-module w-100\"><div class=\"inner-container scrollable-row-container\"><div class=\"row\"><div class=\"text-col col-lg-12 title-container\"><h2 class=\"text-center\">Mehr entdecken<\/h2><\/div><\/div><div class=\"row align-items-stretch gutter-small col-count-2 scrollable-row\"><div class=\"col-md-6 horizontal-cards grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component horizontal text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/de-de\/resources\/ai-powered-experience-orchestration-playbook\"><div class=\"row align-items-center\"><div class=\"col-12 col-md-5 col-lg-6\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/Thumbnail-The-AI-Powered-Orchestration-playbook-820x464-1.png\" height=\"464\" width=\"820\" alt=\"Thumbnail   the ai powered orchestration playbook 820&#215;464\"><\/div><\/div><div class=\"col-12 col-md-7 col-lg-6\"><div class=\"card-body text-col ps-0\"><p class=\"assettag\">E-Book<\/p><h3 class=\"item-title h6\">Das Playbook f\u00fcr die KI-gest\u00fctzte Experience Orchestration<\/h3><\/div><div class=\"card-footer text-end ps-0\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/div><\/div><\/a><\/div><div class=\"col-md-6 horizontal-cards grid-item card-col item-image grid_type-capabilities\"><a class=\"card w-100 h-100 bgc-lgray component horizontal text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/de-de\/capabilities\/automated-routing\"><div class=\"row align-items-center\"><div class=\"col-12 col-md-5 col-lg-6\"><div class=\"thumbnail-col thubmnail default-thumb\"><img decoding=\"async\" src=\"\/media\/default-resource-thumb-wave-1.jpg\" height=\"464\" width=\"820\" alt=\"Genesys wave default resource thumbnail 1\"><\/div><\/div><div class=\"col-12 col-md-7 col-lg-6\"><div class=\"card-body text-col ps-0\"><p class=\"assettag\">F\u00c4HIGKEIT<\/p><h3 class=\"item-title h6\">Vorausschauendes Routing<\/h3><\/div><div class=\"card-footer text-end ps-0\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/div><\/div><\/a><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section background_color=&#8220;bgc-lgray&#8220; flair=&#8220;%5B%5D&#8220;][vc_row][vc_column][vc_column_text css=&#8220;&#8220;] Genesys Cloud Predictive Routing [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row content_placement=&#8220;top&#8220;][vc_column width=&#8220;7\/12&#8243;][vc_column_text css=&#8220;&#8220;] Die Herausforderung Moderne Contact Center sind \u00fcber traditionelle, manuell erstellte kompetenz- und warteschlangenbasierte Routing-Methoden f\u00fcr die Zuordnung von Kunden zu Mitarbeitern hinausgewachsen. Manuelle Regeln k\u00f6nnen das grundlegende Routing vorantreiben. Durch zunehmendes Wachstum von Contact Centern steigt jedoch die Komplexit\u00e4t, da Kunden und Mitarbeiter [&hellip;]<\/p>\n","protected":false},"author":738,"featured_media":572118,"template":"","tax_priority":[],"tax_contenttheme":[14884],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[16219],"tax_products_programs":[],"tax_buying_job":[16710],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-575622","resources","type-resources","status-publish","has-post-thumbnail","hentry","tax_contenttheme-level-up-your-technology-de-de","tax_capability_sitewide-ai-and-automation-de-de","tax_buying_job-job-4-supplier-selection-de-de","tax_content_type-product-overview-de-de"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/resources\/575622","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/types\/resources"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/users\/738"}],"version-history":[{"count":7,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/resources\/575622\/revisions"}],"predecessor-version":[{"id":576853,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/resources\/575622\/revisions\/576853"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/media\/572118"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/media?parent=575622"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_priority?post=575622"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_contenttheme?post=575622"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_bundle?post=575622"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_contenttheme2?post=575622"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_capability_sitewide?post=575622"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_products_programs?post=575622"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_buying_job?post=575622"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_buyer_persona?post=575622"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_sector?post=575622"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_segment?post=575622"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}