Genesys Routing

Genesys Routing is the solution of routing of incoming calls in the system of contact center.

Genesys proposes the solution of routing which supports all communication channels, allowing to build in "interceptors" the strategy of routing for increase in customer satisfaction and guarantees of achievement of business objectives by the organization.

If necessary "interceptors" will help:

• Readdress the client with problems on payment in finance division before appointing to it the service agent
• Advance the significant client from self-service level on the living agent on the basis of availability in real time
• Transfer "inclined to discontent" clients to specialized department of customer retention
• Reach compromise on waiting time and select the qualified representative on sales on the basis of forecast marketing models

Main types of routing Genesys:

• On the basis of groups/queues: transfers to an employee group, using the same profile
• On the basis of location: selects employees who are in the specific building, the floor, the city, the country or other types of a location
• Service level: analyzes the service level for making decision on efficiency of a route, balancing with the service level on the built-in queues
• On the basis of plans of the client: compares intention of the client (the statement of the account, change of the address, having rummaged in work, etc.) with the employees having the qualification, the most corresponding to intentions of the client
• On the basis of a context: routes on the basis of one or several attributes of the client taken from additional sources of information such as CRM-applications, the administration, a contact history, etc., using direct access to the database or web services.
• On the basis of cost: estimates expenses on the employee at decision-making to whom to transfer to processing the client's request for service. Especially when several external resources are used, routing on the basis of cost helps to cut down operating expenses
• Last Agent: appoints interactions to the employee who the last processed the client's requests. When there is desire to provide high-quality customer service, routing on the last agent means a lot of things to please clients and to increase productivity of work
• On the basis of the working schedule: estimates the working schedule of personnel at making decision on contact transfer, improving the working schedule and increasing control