GENESYS：2024年联络中心路由实用指南报告（英文版）

Contact center routing is the process of directing incoming customer interactions to the appropriate agents or resources, ensuring efficient handling and resolution. There are three primary levels of routing, which often correspond with organizational size or contact center complexity: automatic call distribution (ACD), skills-based routing and artificial intelligence (AI)-powered predictive routing. As contact centers grow and their needs evolve, it becomes necessary to progress from simpler