Genesys CTI Intelligent Routing
For many organisations, changing customer service requirements require new capabilities that create a better, more effective, and rewarding user experience. Critical to success is intelligent routing, the capability to route the customer interaction to the right resource, regardless of the interaction channel or source, and automatically keeping the customer relationship history and Last Agent information on any transferred call.
The advanced routing built into the Genesys Customer Interaction Management (CIM) platform can help businesses deliver more efficient and effective enterprise-wide customer service by always routing the call to the right resource, within or beyond the Contact Centre. It allows organisations to prioritise calls based on multiple routing strategies including business value, skills, and cost basis.
Genesys intelligent routing enables companies to focus on their most high-value customers while ensuring a better, more consistent, and rewarding dynamic customer engagement experience for all of their customers.
Genesys intelligent routing also offers unparalleled Computer Telephony Integration (CTI) capabilities. In addition to SIP-based solutions, Genesys supports more than 175 switch variants via a wide variety of legacy CTI links
Advantages:
- Increases revenue by routing calls based on the value of the transaction
- Reduces costs by routing the call to the right resource
- Drives growth by enhancing the customer experience
- Maximises customer service agent productivity by leveraging all available customer information and blending inbound and outbound
Features:
The Genesys Customer Interaction Management (CIM) platform integrates routing features that support a wide range of business strategies.
- Cost-based Routing
The Universal Queue automatically determines the most cost-effective resource to route the call. Depending on the organisation’s preference, calls can be routed to Contact centres in any international location.
- Skills-based Routing
Genesys routing determines the right resource to handle the call and routes the call automatically.
- Cost & Skills-based Routing
Genesys will route calls based on the combination of both cost-based and skills-based criteria.
- Database-driven Routing
Genesys leverages all the available information that agents have at their disposal to route the call to the right resource for that individual caller.
- Service Level/SLA Routing
Genesys will route calls to allow organisations to meet their Service Level Agreement goals. It will automatically engage an outsource agent if necessary to route the call within the SLA-mandated time frame.
- Multi-site, Multi-Platform Routing
Genesys allows cross-channel conversations. It automatically retains Last Agent, and Customer Relationship history as it transfers calls from one resource to another.
- Business Priority Routing
Genesys allows organisations to focus on its most high-value customers and/or high value transactions.
- Proactive Notification
Genesys provides organisations with Outbound Capabilities, including automatic notifications of information such as account balances, credit card anomalies, and other emergency, or requested data.
- Enhanced User Experience
As part of the CIM platform, Genesys routing helps create a consistent user experience with unified suite wide development, administration and desktop tools and applications. Each user role is given a unified interface to the tools needed to do their job. Information can be rolled up or drilled into, based on the user’s role’s permissions and needs.
- Dynamic Customer Engagement
Genesys routing offers organisations the power they need to achieve their customer engagement goals. Enterprises can engage customers across channels in a consistent way, optimising use of the enterprise workforce to provide memorable and true, competitively differentiating customer service.
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