Practical guide to

Modern contact centre routing

Learn how to choose the right routing method for your organisation to boost efficiency, optimise KPIs and elevate your brand.

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A memorable first impression is crucial, especially when it comes to customer experience. Despite significant investments in time, resources and contact centre infrastructure, many organisations still struggle with the critical step of connecting customers to the right agents — the first time. This not only frustrates customers, but it also reduces employee morale.

But with the right contact centre routing strategy, you can seamlessly direct incoming interactions to the appropriate agents or resources, ensuring an efficient and satisfying resolution every time. From simple ACD methods to more sophisticated skills-based and AI-powered technologies, your contact centre’s routing capabilities can evolve as your business needs change. Some smaller businesses may be happy with basic ACD, while more complex organisations may want to explore the power of automated routing. And others may need a combination of multiple routing techniques.

Embark on a journey of informed decision-making with this comprehensive guide, designed to illuminate the wealth of routing options available to your organisation. Discover the strategies that resonate with your current and future needs and start optimising your contact centre today.

Explore how to:

Connect each customer to the best agent for the job
Use ACD to boost agent productivity and efficiency
Continually optimise operations with AI predictive routing

Genesys Cloud

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.