Genesys Cloud - June 14, 2017

Contact center

Email routing based on language skill assignment

Administrators and contact center managers can now define a flow that leverages the language in an email and uses it to make routing decisions. This feature helps ensure that inbound emails route to agents with the appropriate language skills. For more information, see Set up a Transfer to ACD action.

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About Genesys

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

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