Call Routing

Genesys Configuration: Make it Easier to Manage

Genesys products have been developed and fine-tuned for years to deliver across a myriad of business requirements.  They are generally considered to be complex and costly to manage. Genesys.....Scared to Make Changes? Many organizations would like to make changes to such functions as call routing, skill groups or CTI, but are reluctant to because of [...]

July 6th, 2015|Genesys, Transition|

Call Routing Strategies Improve Customer Service

Do you want to improve customer satisfaction with your service?  One of the first things to do is look at your call routing strategies. According to research by Convergys, the top three reasons that make people unhappy are: 1. Having to make multiple attempts to resolve a problem 2. Resolutions that take too long 3. Having [...]

May 29th, 2013|IVR|