| Developers: | Genesys |
| Technology: | Call centers |
Genesys PureEngage is the platform for contact centers allowing to organize omnichannel customer service.
The solution is available both to implementation in the territory of the customer, and on cloud model.
As a part of the PureEngage platform the Predictive Routing functions for all channels — voice, text, web chats and social networks are also implemented. The solution for forecast routing of calls of Predictive Routing uses artificial intelligence technologies for the operational analysis of the saved-up quality data of service and for comparison of requests of clients with characteristics of operators. It allows to predict precisely what resources of contact center need to be used for achievement of necessary business result.
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