Inbound

Your inbound capabilities are critical. When customers and prospects reach out, get them to the right agent, with the right information, at the right time. You'll improve key metrics like first call resolution, handle time, customer satisfaction and NPS.

Queue-based call routing

Route voice calls to the ideal agent groups based on the skills needed. Create a unified virtual contact centre by connecting customers with the agents that are the best fit. Genesys Call Routing uses skills-based routing to direct calls to the resource best equipped to help — in your contact centre, back office, a branch office, an outsourcer or anywhere else in the world.

AI-driven call routing

Use the power of AI and machine learning to perfectly match callers and employees, based on any number of criteria and data points. Create a differentiated experience by connecting customers with the sales reps that provide the best fit. Genesys Predictive Routing provides the best match between customer and agent and appropriately routes the interaction on the customer’s preferred channel.

Agent desktop screen pop

Display customer information to the agent as the call arrives. When an inbound call is presented to an agent, a screen pop is displayed containing information based on selected variables.

Automated customer callback

When hold times are high, offer a callback to waiting callers. An alternative to waiting on hold can make the difference in a customer’s experience. After a threshold of time, give callers the wait time and the option of receiving a callback. Now you can deliver higher customer satisfaction without maintaining a peak-level staff.

Video call

Add the option to extend a mobile voice call into a video call. This visual presentation enables organisations to resolve queries faster and more efficiently, helping provide a better customer experience and reduced costs.