Genesys Interaction Routing Designer 7.2.1.6

Genesys Interaction Routing Designer is a tool developed by Genesys Telecommunications Laboratories, Inc. It is used for designing and customizing the routing of interactions within a contact center environment.

Genesys Interaction Routing Designer allows users to design and deploy sophisticated routing strategies for various communication channels, such as voice, email, chat, SMS, and social media.

Genesys Interaction Routing Designer uses a graphical interface to enable users to visually define routing logic and flow within the contact center environment. It supports the creation of complex routing strategies based on conditions, skills, business rules, and real-time data.

Yes, Genesys Interaction Routing Designer provides integration capabilities with other contact center systems and applications. It can be seamlessly integrated with Genesys' omnichannel solutions suite or third-party systems using standard APIs.

Genesys Interaction Routing Designer offers benefits such as improved customer experience by ensuring interactions are routed to the most qualified agents, reduced operational costs through optimized resource allocation, and increased agility in adapting to changing business requirements.

Yes, Genesys Interaction Routing Designer is designed to handle omnichannel interactions. It enables organizations to create cross-channel routing strategies or prioritize specific channels based on their business needs.

Yes, Genesys Interaction Routing Designer provides a user-friendly interface. Its drag-and-drop capabilities and visual design make it easy for users to create and modify routing strategies without extensive technical knowledge.

Yes, Genesys Interaction Routing Designer supports real-time data for making routing decisions. It can incorporate factors such as agent availability, customer context, and predefined business rules to determine the best route for each interaction.

Yes, Genesys Interaction Routing Designer can be integrated with workforce management systems. This integration allows the routing strategies to consider agent schedules, skills, and other important workforce management aspects.

Yes, training and documentation are available to help users understand and effectively utilize Genesys Interaction Routing Designer. These resources provide comprehensive guidance on the design and implementation of routing strategies.