Contact Center MetricsIn contact centers of all sizes, three major customer complaints remain consistent:

  1. It takes multiple attempts to resolve an issue.
  2. Resolutions take too long.
  3. Being transferred means having to repeat an issue.

Interestingly, an improved routing strategy can help with all three of these complaints. Connecting customers with the right expert the first time speeds up resolutions and creates greater customer satisfaction. The right routing solution is a key part in making this happen.

In part one of our Q&A: The Advantages of Automated Routing, Lizanne Kaiser, Genesys Business Consulting Director, shared valuable insights into how automated routing can help deliver the omnichannel experience customers now expect. In part two, she delves deeper into what businesses should look for in a routing solution to overcome common customer challenges caused by outdated routing solutions.

Q: What should a business look for in a routing solution today?

Lizanne Kaiser: Many of our competitors struggle with providing a unified approach to routing and reporting, especially when delivering omnichannel customer experiences. To get the best outcome for both your customers and your company, you need a unified approach that can take all customer interactions from across all channels and look at your entire pool of resources to effectively match the customer with the best-fit agent.

Q: What are some of the specific differentiators of Genesys routing? 

Kaiser: Genesys offers orchestrated routing (data-driven and rules-based), as well as capabilities like “last agent,” “business priority,” statistics-based, blended, and queue-based routing. Another differentiator is “dynamic target expansion,” which allows you to define how you want interactions to be routed when your best target selection isn’t available. The system can automatically expand your routing target to enable interactions to be handled by the best available resource. With supply and demand constantly changing, routing with dynamic target expansion eliminates the need to manually shift resources across queues.

Q: How is Genesys able to do this?

Kaiser: Our unique approach to routing is very flexible.  This carries over to our administration and reporting, as well.  Attached data represents what you associate with an interaction. Genesys can attach key data (what you know about the customer, marketing leads, business priority, or other operational metrics) to an interaction (call, email, chat, etc.)  Attached data is used by the Genesys Customer Experience Platform to deliver differentiated routing, agent desktop screen-pops, and insightful reporting.  You want a solution that doesn’t limit the amount of attached data that it can handle.  Limitations in managing customer context can make it very difficult to fine-tune business treatments.

Skills represents what you know about your resources.  Specifically, at the individual agent level, rather than at the group or queue-level. Skills include attributes like: knowing about “product X,” speaking “French,” being able to handle chat interactions, or having an aptitude for sales or empathy. Each resource has their own unique skillset or combination of skills.

What differentiates Genesys is the ability to look at any set or subset of attached data and skills to drive the routing and reporting.  With Genesys, you can easily dial in or dial out to get the exact specificity you need, and filter on unique combinations of data and skills, without being locked into a particular queue.  In other systems, routing and reporting is tied to fixed queues.  You can only look at routing and reporting on something if there is already a queue, and the agent is logged into that particular queue.  This makes it very difficult to get the accuracy and control you need to manage your business.  It also makes the routing logic and reskilling of agents overly complex just for reporting purposes.  The flexibility of Genesys, to route and report on any combination of data and skills, frees you from “queue jail.”

Q: How do you balance agility with stability?

Kaiser: With Genesys routing, you can identify the elements that need to be changed on a frequent or ongoing basis and expose those dials and parameters ahead of time. This gives the business greater agility and control, while providing IT the ability to manage the amount of change the business can make to ensure the system is stable over time.

Q: What are some of the benefits of a cloud-based contact center solution?

Kaiser: You can take away much of the work of maintaining a contact center solution by outsourcing it to the Genesys cloud. We make sure that your contact center is up and running, stable, scalable, resilient, and secure. As a company, you can invest your effort in being an expert on the customer experience you want to deliver, as opposed to being an expert in how to keep a contact center solution up and running. The cloud approach empowers companies to be more agile in running their business without having to be specialists in contact center technology.

Want to learn more about automated routing? Check out our white paper Is Queue-Based Routing Sabotaging Your Contact Center? Deliver Omnichannel Customer Experiences with Orchestrated Routing.



Chris Horne

Chris Horne

Chris Horne has been in the software industry for more than 20 years, building and marketing products for enterprise content management, business process automation, cloud management and enterprise customer engagement. Serving in various roles within startup ventures such as RightScale...