Out Loud: What is Predictive Routing with Genesys

Episode of: UC Today News

< Back to UC Today News
Jul 6, 201823m | se1 : e52
54
Out Loud: What is Predictive Routing with Genesys
Jul 6 '1823m | se1e52
Play Episode

Call routing has always been considered a dark art with little or no recognition within businesses, despite the crucial role it plays within system functions. From Automatic Call Distributors through the development of CTI systems, the development of routing has come a long way. Queue based routing was the original premise with skills based routing a later enhancement. Now we have reached the age of predictive routing where AI can be utilised to maximise potential. 

0:00 / 0:00