Genesys Predictive Routing = The Perfect Customer + Agent Match
Jim Wessel
While queue-based or skill-based routing relies on static decision-tree logic, Genesys Predictive Routing uses historical data and AI capabilities to automatically match the perfect agent to every customer who contacts your contact center. This enables you to reduce customer handling time, significantly enhance sales and …
Confronting the 160% Increase in Contact Center Fraud
Research shows that contact center fraud has increased 113% from 2015 to 2016, then 160% from 2015 to 2017, based on analyzed data from over half a billion calls. If you don’t want your business to be another statistic, it’s time to tighten security on …
Creating the Optimal Agent Desktop with Genesys WDE
Eric Entzeroth
Overcoming the Challenges of an Omnichannel Contact Center When you’re managing an Omnichannel contact center, you run the risk of getting lost in all the different messages coming from the various communication channels. Let’s say a customer starts contacting one of your agents by phone, …