As call centres evolve into omnichannel contact centres, customer routing must adapt. It’s no longer efficient or effective to route customers and interactions into a siloed environment. Success depends on connecting each customer with the right resource, at the right time, to optimise your business results.
Overcome the challenges of disconnected channels and resources that frustrate today’s customers. Create effortless customer engagement with automated, intelligent routing that makes the optimal connection every time. Dynamically connect every interaction–from any touchpoint, over any channel. Every interaction is prioritised in a universal queue that’s based on your unique business rules, assuring that you achieve desired outcomes for both your customers and your business.
Intelligent automated routing is fundamental to provide a true omnichannel customer experience. In a traditional, siloed call centre 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 prioritised 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 modelling 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 maximise your results, and make changes as you need. Having these options increases personalisation capabilities, reduces handle time and improves first contact levels.
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 routing to set the necessary parameters for coverage and prioritisation. 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 routing is static, siloed and inflexible. And it 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.
Intelligent automated 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 re-skilling. 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, personalised engagement that customers now expect. With the Genesys PureConnect™ and PureEngage™ 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.
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 personalisation 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 modelling and machine learning.
Omnichannel routing is foundational to delivering the seamless, consistent, personalised engagement that customers now expect. With the Genesys PureConnect and PureEngage 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.
Dynamically match every customer interaction from any touchpoint over any channel with the optimal agent. By leveraging customer profile and context, omnichannel 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 fulfilment. 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 centre:
You’ve collected valuable data in your contact centre for years. Now it’s time to use it. It’s time to realise the true potential of artificial intelligence (AI) in the contact centre. Predictive routing from Genesys combines your untapped CRM system data and contact centre 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 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 optimising operations.