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Genesys Delivers Predictive Routing

May 2, 2018

Via: No Jitter

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.”

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