{"id":509191,"date":"2024-03-10T18:09:58","date_gmt":"2024-03-11T01:09:58","guid":{"rendered":"https:\/\/www.genesys.com\/resources\/genesys-predictive-routing"},"modified":"2024-03-13T17:50:23","modified_gmt":"2024-03-14T00:50:23","slug":"genesys-predictive-routing","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/en-sg\/resources\/genesys-predictive-routing","title":{"rendered":"Genesys Predictive Routing"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=&#8221;bgc-navy&#8221; flair=&#8221;%5B%7B%22flair_image%22%3A%22379373%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%2C%22flair_bgc%22%3A%22%23ffffff%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column][vc_column_text]<\/p>\n<h1>Genesys 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\/2f65bc39ccc9262c\/original\/Predictive-routing-product-overview_EN.pdf\" target=\"_blank\" rel=\"\">Get the overview<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row content_placement=&#8221;top&#8221;][vc_column width=&#8221;7\/12&#8243;][vc_column_text]<\/p>\n<h2 class=\"h3\">The challenge<\/h2>\n<p>Modern contact centres have outgrown traditional, manually built skill- and queue-based routing methods for matching customers to agents. Manual rules can drive basic routing, but as contact centres grow, complexity increases as customers and agents generate large amounts of data. The sheer amount of data generated makes it impossible to handle with manually built, static \u201cif-then\u201d rules.<\/p>\n<h2 class=\"h3\">The solution<\/h2>\n<p>Genesys Predictive Routing works in real time, using artificial intelligence (AI) to match customers to agents most likely to deliver the best customer experiences. It does this while optimising for important KPIs, such as average handle time, transfer rate, sales conversion, customer retention and more. Genesys Predictive Routing provides full AI automation that analyses hundreds of data points to detect patterns \u2014 and predicts outcomes to find the best agent for every customer. Results are then used to continuously retrain predictive routing models to reduce the configuration work needed for managing complex queues.[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/library.genesys.com\/m\/2f65bc39ccc9262c\/original\/Predictive-routing-product-overview_EN.pdf\" target=\"_blank\" rel=\"\">Get the overview<\/a><\/div>[vc_column_text el_class=&#8221;mt-2&#8243;][\/vc_column_text][\/vc_column][vc_column width=&#8221;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 bgc-orange \" ><h3 class=\"font-swb mb-0\"><i class=\"fak fa-gen-star text-whiteicon-size-regular\" aria-hidden=\"true\"><\/i> Benefits<\/h3><\/div><div class=\"card-body\"><ul class=\"text-24\">\n<li>Personalise and improve customer experiences to build lifetime value.<\/li>\n<li>Simplify operations with turnkey AI.<\/li>\n<li>Optimise resources and grow revenue.<\/li>\n<\/ul>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-yellow&#8221; flair=&#8221;%5B%7B%22flair_image%22%3A%22383436%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%2C%22flair_bgc%22%3A%22%23ffffff%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][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\">Keep exploring<\/h2><\/div><\/div><div class=\"row align-items-stretch gutter-small col-count-3 scrollable-row\"><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-capabilities\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/ai-and-automation\"><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 class=\"card-body text-col\"><p class=\"assettag\">Capability<\/p><h3 class=\"item-title h6\">Artificial intelligence and automation<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/en-sg\/resources\/practical-guide-to-contact-centre-routing\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/resource_thumb-practical-guide_to_cc_routing.png\" height=\"464\" width=\"820\" alt=\"Resource thumb practical guide to cc routing\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Practical guide<\/p><h3 class=\"item-title h6\">Practical guide to contact centre routing<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/en-sg\/resources\/a-practical-guide-to-contact-centre-change-management\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/820x464-Resource-Thumbnail-Genesys-Offset-purchases.png\" height=\"696\" width=\"1230\" alt=\"820&#215;464 resource thumbnail genesys offset purchases\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Practical guide<\/p><h3 class=\"item-title h6\">A practical guide to contact centre change management<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/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=&#8221;bgc-navy&#8221; flair=&#8221;%5B%7B%22flair_image%22%3A%22379373%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%2C%22flair_bgc%22%3A%22%23ffffff%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column][vc_column_text] Genesys Predictive Routing [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row content_placement=&#8221;top&#8221;][vc_column width=&#8221;7\/12&#8243;][vc_column_text] The challenge Modern contact centres have outgrown traditional, manually built skill- and queue-based routing methods for matching customers to agents. Manual rules can drive basic routing, but as contact centres grow, complexity increases as customers and agents generate large amounts of data. The sheer amount of [&hellip;]<\/p>\n","protected":false},"author":738,"featured_media":491002,"template":"","tax_priority":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-509191","resources","type-resources","status-publish","has-post-thumbnail","hentry","tax_content_type-product-overview-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources\/509191","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/resources"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/738"}],"version-history":[{"count":6,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources\/509191\/revisions"}],"predecessor-version":[{"id":509476,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources\/509191\/revisions\/509476"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/491002"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=509191"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=509191"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=509191"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=509191"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=509191"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=509191"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=509191"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=509191"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=509191"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=509191"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=509191"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}