Demo Video

Predictive routing

Discover how Genesys Cloud, the world’s #1 AI-powered experience orchestration platform, provides predictive routing to personalize and optimize every experience

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Find the best agent for each interaction with predictive routing

Align your customers’ needs and intent with your agents’ skills and availability with Genesys Cloud Predictive Routing. Use artificial intelligence to connect the right customer with the right service agent across channels, providing superior customer service without the wait.

Watch the Genesys Cloud Predictive Routing demo and learn how it can work to quickly and easily personalize your customers’ experiences, while making it easier for your agents and your customer service team as a whole to provide the best service experiences available.

Highlights:

Use data, machine learning and historical insights with predictive routing to personalize customer interactions and optimize metrics like queue times, average handle time and first-contact resolution in real time.
Machine learning ranks each agent in your pool for how well they are predicted to handle specific interactions and to support the optimization of KPIs.
You can constantly monitor the performance of queues with predictive routing enabled to understand its effectiveness and make data-driven decisions.
Easily map and orchestrate customer journeys using AI-driven data and insights to deliver more personalized experiences at scale across your voice and digital channels.

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Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.