Drive better business outcomes with real-time ACD routing

Route calls, chats, email and social interactions to the right agent, every time.

Take the Genesys Cloud self-guided tour and see how you can deliver better results with Genesys ACD software

Real customers, real results

Full-featured call management software by Genesys delivers simplicity, speed, cost savings and efficiency. Elevate your routing strategy with an ACD system from Genesys.

90%

reduction in wait time

30%

increase in agent productivity

15%

faster response times

80%

first-contact resolution rate

Optimise customer experiences and employee efforts

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Get all-in-one inbound call centre software

Unlike many other ACD providers, Genesys enables your ACD to run within a single provider. Each component — ACD, interactive voice response, outbound, quality management and workforce management — is built to work together. This gives you simplicity, speed, cost savings and efficiency.

Route voice and digital communications seamlessly

Turn customers’ calls, email messages, tasks, chats and social comments into a seamless experience. Give employees integrated insights from past interactions across all channels. Agents have all the context they need to facilitate smooth interactions — in a single product.

Let contact centre agents work from anywhere

Distributed and remote agents are key to modern customer experience strategies. Genesys routing makes it easy to create one virtual contact centre. Agents can work from different offices, countries and homes — and we support partner use. You get a unified virtual team that’s easy to manage and uses diverse skills and broader geographical reach.

Quickly set up the routing option that works best for you

Choose from a variety of routing algorithms to bring your service strategy and goals to life. Admins can easily set up and maintain routing parameters and methods in a single user interface (UI), reducing service interruptions and training. Using a single UI also reduces the risk of unexpected behaviours through error-free configuration.

Boost business with a routing system that’s simple and powerful

“We handle around 50,000 requests daily, answering calls in under 20 seconds with a first-contact resolution rate of more than 80%.”

A move to the Genesys application gave Coca-Cola flexibility and interoperability, along with simpler reporting — and a 50% TCO savings.

Realised positive results on service levels. Within financial services, over 80% of calls are answered within 30 seconds, compared to around 60% before the implementation.

Move beyond call centre queues
to AI-powered, real-time routing

Take your call management system to the next level using
Genesys intelligent call routing