{"id":574867,"date":"2025-05-15T22:20:37","date_gmt":"2025-05-16T05:20:37","guid":{"rendered":"https:\/\/www.genesys.com\/resources\/genesys-cloud-predictive-routing-product-overview"},"modified":"2025-05-29T22:22:25","modified_gmt":"2025-05-30T05:22:25","slug":"genesys-cloud-predictive-routing-product-overview","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/en-sg\/resources\/genesys-cloud-predictive-routing-product-overview","title":{"rendered":"Genesys Cloud Predictive Routing product overview"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%5D&#8221;][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<\/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\/99bc50258b0f335\/original\/GPR-Overview.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 css=&#8221;&#8221;]<\/p>\n<h3>The challenge<\/h3>\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<h3>The solution<\/h3>\n<p>Genesys Cloud Predictive Routing works in real time, using artificial intelligence (AI) to analyse hundreds of data points to match customers to agents most likely to deliver the best customer experiences. By continuously learning from real-time and historical data, it helps optimise important KPIs like average handle time, first-contact resolution (through next contact avoidance (NCA)) and more. NCA is a KPI that tracks whether customers return after an interaction. Models are automatically retrained based on outcomes, reducing the configuration work needed to manage complex queues and improving routing performance.[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/library.genesys.com\/m\/99bc50258b0f335\/original\/GPR-Overview.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  \" ><h3 class=\"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>Drive better business results by improving important KPIs<\/li>\n<li>Increase customer satisfaction with smarter, AI-driven matching<\/li>\n<li>Build trust and alignment with transparent, explainable AI<\/li>\n<\/ul>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%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\/automated-routing\"><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\">Predictive 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\/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\/ai-powered-experience-orchestration-playbook\"><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 class=\"card-body text-col\"><p class=\"assettag\">Ebook<\/p><h3 class=\"item-title h6\">The AI-Powered Experience Orchestration playbook<\/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-lgray&#8221; flair=&#8221;%5B%5D&#8221;][vc_row][vc_column][vc_column_text css=&#8221;&#8221;] Genesys Cloud 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 css=&#8221;&#8221;] 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 [&hellip;]<\/p>\n","protected":false},"author":738,"featured_media":572118,"template":"","tax_priority":[],"tax_contenttheme":[14904],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[16201],"tax_products_programs":[],"tax_buying_job":[16717],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-574867","resources","type-resources","status-publish","has-post-thumbnail","hentry","tax_contenttheme-level-up-your-technology-en-sg","tax_capability_sitewide-ai-and-automation-en-sg","tax_buying_job-job-4-supplier-selection-en-sg","tax_content_type-product-overview-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources\/574867","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":3,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources\/574867\/revisions"}],"predecessor-version":[{"id":574871,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources\/574867\/revisions\/574871"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/572118"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=574867"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=574867"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=574867"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=574867"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=574867"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=574867"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=574867"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=574867"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=574867"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=574867"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=574867"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}