Out of its CX18 conference taking place this week in Nashville, Tenn., contact center provider Genesys introduced its latest routing engine, Predictive Routing, part of a summer release comprising hundreds of feature enhancements for PureCloud, PureConnect, and PureEngage.
While Genesys has long been known for its intent- and skills-based routing solutions, Predictive Routing marks the company’s foray into machine learning (ML)-powered routing, as Christopher Connolly, VP of product marketing, Genesys, told me in a briefing. And it’s not just for voice routing, he added. “Predictive Routing is one of the first and few ML-driven routing engines for all channels.”