Genesys Interaction Routing Designer 7.2.1.6

Genesys Telecommunications Laboratories, Inc. ❘ Commercial

Streamline Your Call Center Operations with Genesys Interaction Routing Designer

Boris Weber

02/01/2025

Genesys Interaction Routing Designer empowers businesses to create individualized routing strategies for customer interactions, enhancing operational efficiency and customer satisfaction.

Genesys Telecommunications Laboratories, Inc. offers a product called Genesys Interaction Routing Designer, which is a software tool used in contact centers to automate the routing of customer interactions to the appropriate representative. This product is designed to optimize the overall customer experience by ensuring that the customer is quickly connected with the right person who can help them with their needs.

With Genesys Interaction Routing Designer, contact center managers can easily create and modify routing strategies based on various factors such as desired service level, customer segmentation, agent skills and availability, and more. The tool provides a user-friendly interface for defining routing rules and conditions, as well as for testing and validating these configurations before deployment.

By automating the routing process with Genesys Interaction Routing Designer, contact centers can increase efficiency and reduce waiting times for customers. This ultimately leads to improved customer satisfaction and loyalty.

Overview

Genesys Interaction Routing Designer is a Commercial software in the category Business developed by Genesys Telecommunications Laboratories, Inc..

The latest version of Genesys Interaction Routing Designer is 7.2.1.6, released on 02/18/2008. It was initially added to our database on 10/29/2007.

Genesys Interaction Routing Designer runs on the following operating systems: Windows.

Genesys Interaction Routing Designer has not been rated by our users yet.

Pros

Highly customizable routing strategies to optimize the customer experience
Visual tool with drag-and-drop interface for easy creation of routing workflows
Seamless integration with other Genesys applications for a comprehensive contact center solution
Advanced reporting and analytics capabilities to track performance and make data-driven decisions
Dedicated support and training resources provided by Genesys for users

Cons

Steep learning curve for new users due to the complexity of the software
Requires extensive training to fully leverage all features and functionalities
Costly licensing fees and additional charges for advanced features and support services
Regular updates and maintenance required to ensure optimal performance

FAQ

What is Genesys Interaction Routing Designer?

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.

What does Genesys Interaction Routing Designer allow users to do?

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.

How does Genesys Interaction Routing Designer work?

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.

Can Genesys Interaction Routing Designer integrate with other systems or applications?

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.

What benefits does Genesys Interaction Routing Designer offer?

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.

Can Genesys Interaction Routing Designer handle omnichannel interactions?

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.

Is the Genesys Interaction Routing Designer user-friendly?

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.

Does Genesys Interaction Routing Designer support real-time data for routing decisions?

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.

Can Genesys Interaction Routing Designer be integrated with workforce management systems?

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.

Is training available for Genesys Interaction Routing Designer?

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.

Boris Weber

I am an editor at UpdateStar. I started as a support engineer, and am now specialized in writing about general software topics from a usability and performance angle among others. I telecommute from UpdateStar’s Berlin office, when I am not working remote as a digital nomad for UpdateStar. When I'm not analyzing the latest software updates, you can find me exploring new cities, immersing myself in local cultures, and discovering innovative tech trends across the globe.

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