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Over the past few years, the contact center has been transformed, enabling sweeping improvements in productivity, cost reduction, customer satisfaction, and revenue with links to ERP and CRM systems. However, the back office hasn't kept pace with this quantum leap, at a time when providing the best customer experience requires that customer interactions are managed across the enterprise. Business Process Routing (BPR) solves this challenge by combining workflow with the power of intelligent routing. 

Genesys Business Process Routing is the only workflow solution that optimizes customer service processes in real time by routing every customer interaction (voice, e-mail, fax, work items, tasks, etc.) based on the business value of the interaction and the consolidated pool of available resources. Genesys BPR increases operational efficiency across the enterprise, increases visibility and delivers a consistent customer experience.

Genesys BPR can route work items from enterprise software applications such as CRM, ERP and BPM, and faxes from RightFax, LightningFax, etc. In fact, Genesys Gplus adapters (connectivity software) can accept work items from CRM and ERP applications to quickly achieve Business Process Routing.

Genesys BPR complements workflows in enterprise applications

Business Process Management (BPM) - Workflow (BPM)/Workflow solutions typically "route" work items to queues, from which agents "pull" work. Genesys BPR enhances routing by additionally utilizing awareness of the real-time state (presence) and the multimedia skills of each worker. BPR provides faster execution of customer service processes, fewer exceptions and higher efficiency.

BPM - Workflow solutions do not typically provide workforce scheduling down to a specific person by skill and by the interaction (media) type. Genesys Workforce Management includes capabilities for many interaction types including work items, faxes and others to assure appropriate staffing for business and service goals without overstaffing or understaffing.

BPM - Workflow solutions offer high-level monitoring and reporting of the overall business process. Genesys BPR enhances visibility with detailed customer interaction monitoring and analytics across all communications channels. With the added visibility, BPR provides insights into optimization and the ability to provide excellent customer service.
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