Genesys Business Process Routing

Genesys Business Process Routing is the only solution that intelligently routes interactions and tasks in real-time between Workflow/Business Process Management (BPM) systems and the contact center. Business Process Routing ensures the seamless execution of business processes.

The Genesys Business Process Routing family of solutions match the environments of nearly all enterprises:

• Integration with 3rd party Business Process Management via Genesys Open Media
• Integration with enterprise applications such as Siebel or SAP via Genesys Gplus Media Routing Adapters
• Genesys complete solution: Genesys Customer Interaction Management Platform with Genesys Business Process Routing

Genesys Business Process Routing delivers:

• Reduced operational costs through the efficient utilization of resources and the leveraging of infrastructure
• Improved customer service by balancing workloads and providing visibility into unified operations to reduce processing time
• Consistent customer experience across multiple media channels (voice, e-mail, Web chat, etc.)
• Increased agent satisfaction and retention by routing agents higher value, non-call work
• Increased revenues as business processes are simplified through the intelligent routing of all interactions, including voice, e-mail, chat, white mail (scanned), fax, SMS and work items

“With the (Genesys Business Process Routing) solution we have in place now, back-office workers transition to call center operations when service levels drop, and then return to their primary jobs when service levels recover. The system is designed so that it actually interrupts work in favor of an urgent call, and then returns the worker to the original task without any loss of data or process.”
Nikola Cvijanovic
Vice President, Customer Service,
T-Mobile, Germany.

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