Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent.
Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent.
Routing is indeed a part of customer communication that connects the customer with an appropriate automated resource or agent. This is typically seen in automatic call distribution (ACD) systems, where incoming calls or communications are directed to the most suitable resource or representative based on predefined criteria. This ensures that customer inquiries are handled efficiently and by the most qualified person or system available.
It' A ACD (automatic call distribution) is the contact center art and science of getting the right call to the right person as quickly as possible. Genesys Cloud ACD dynamically matches customer interactions and agents, processing and assigning interactions to the appropriate agent. https://help.mypurecloud.com/articles/about-interaction-routing/