How routing works
Learn how routing ensures that each customer interaction received by your contact center is directed to the appropriate destination.
What Routing does[edit source]
Customers can contact you from a variety of sources, or channels. For example, a customer might initiate an interaction by reaching out to you by telephone call, email, or chat. A routing strategy determines the path that each interaction will take in your organization to ensure it reaches the appropriate target, such as an agent, department, email inbox, or other destination.
Different channels often involve specialized handling for that particular type of interaction. For example, you might have different rules or strategies for receiving and routing voice and digital interactions, such as:
- telephone calls
- SMS (text messages)
- social media (such as Facebook, Twitter, or WhatsApp)
The Genesys Engage omnichannel customer experience platform provides the ability to create and customize routing solutions that are fine-tuned to the specific needs of your business or organization.
How Routing works[edit source]
Let's say your contact center receives a voice call from someone who speaks Spanish. Ideally, you would want this customer to reach someone who can speak with them in their native language. You can then set up a routing strategy to have this type of call routed to agents who have the highest skill level for Spanish. If one isn't available, you can then "relax" the criteria to find the next best available agent, and so on.
Of course, this is just a very basic example. You might also want to incorporate more advanced features in your routing, such as Predictive Routing, where machine learning is used to predict which agent-interaction matchups can best improve your specified KPIs, or create applications specifically designed to offer surveys or callbacks to customers. Genesys Task Routing allows you to submit workitems to Genesys from an external source, such as Salesforce or NetSuite, and treat them like any other type of Genesys interaction. For example, you could use a Designer application to route workitems to the best-skilled agent.
Genesys Engage enables you to construct highly complex and powerful routing strategies that can serve just about any business scenario or requirement.