ContactBabel: The US Contact Center Decision-Makers' Guide: The Omnichannel Routing Chapter

Genesys

Routing is a fundamental component of your customer experience strategy. True omnichannel routing breaks down channel silos and gathers intelligence upfront through context and data to deliver the personalized, seamless engagement your customers now expect.

 

Learn how you can move beyond single interactions with true omnichannel routing:

 

  • Dynamically match customers from any touchpoint, over any channel, to the agent with the optimal insights, skill set and proficiency
  • Enable seamless transitions between digital self-service and live employee contact
  • Replace single, random interactions with thoughtfully designed and optimized customer journeys

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Published:  Jul 13, 2018
Length:  22
Type:  White Paper