From rules to results: Delivering the right connection every time
Rule-Based Decisions (RBD), from Genesys, is a centralized business rules management system that lets organizations define, deploy and maintain decision logic without writing code. By unifying business rules with operational context, it ensures every customer is connected to the right destination — faster, smarter and with greater consistency.
RBD empowers both business and technical teams to take ownership of routing logic through a low-code interface, built-in governance and real-time execution. Teams can rapidly adapt to changes in demand or strategy, all while maintaining enterprise-grade control and visibility. The result is faster connections, greater agility and more reliable customer experiences across every channel.
Fully integrated with the Genesys Cloud™ platform, Rule-Based Decisions extends intelligent orchestration to every interaction. It applies consistent, auditable rules across voice, chat, email and digital — selecting the best queue and skill before routing begins. Cross-functional teams can define, test and manage rules collaboratively, ensuring business intent and compliance stay aligned without IT dependency.
RBD simplifies complex decision logic and accelerates innovation by combining no-code rule authoring with strong governance, versioning and validation. Whether fine-tuning queue logic or reimagining enterprise-wide routing, Rule-Based Decisions provides a scalable, secure foundation for intelligent automation.
