What are the routing types used by Genesys Cloud CX?

Genesys Cloud CX utilizes routing types that are essential for managing and directing customer interactions across various channels. Among these, IVR (Interactive Voice Response) Routing and ACD (Automatic Call Distribution) Routing are foundational elements. IVR Routing allows the system to navigate inbound calls using automated menus, guiding customers to the appropriate resources or departments based on their inputs. On the other hand, ACD Routing efficiently distributes incoming calls to available agents based on preset rules, ensuring that customer inquiries are addressed promptly by the right personnel.

These two routing types are integral to providing an optimized customer experience by effectively managing call flow and improving response times. By understanding the functionalities of IVR and ACD Routing, organizations can fine-tune their contact center operations, adapt to customer needs, and enhance overall service quality. This makes them pivotal to Genesys Cloud CX's routing capabilities.

In contrast, the other options refer to various channel routing mechanisms but do not encompass the core routing types as specifically outlined in the context of Genesys Cloud CX. Each of those options presents routing capabilities for different communication methods, but IVR and ACD represent the fundamental mechanisms that underpin routing for voice interactions.