Genesys PureCloud: All-in-one cloud contact centre solution

PureCloud by Genesys, Omnichannel Cloud-based contact centre

Customer service can be complex. But, the tools you use shouldn’t be. When customers call, chat, email or text, the right contact centre solution makes it easy to communicate with them and deliver a great customer experience.

The Genesys PureCloud platform was built from the ground up to leverage the true power and vast benefits of the cloud. It captures and consolidates customer conversations in one place, making it easy for you to spot trends, collaborate across teams and solve problems. Give your business a complete customer engagement and communication solution so you can provide a great customer experience and better engage your employees.

Outbound Campaigns (Dialer)

  • Execute dial modes and campaign tactics that keep agents productive, costs low and contact rates high.

Workforce Optimisation

  • Capabilities include multichannel recording, quality management, workforce management, performance monitoring and more.

Speech-Enabled IVR

  • Includes a simple drag-and-drop editor for setting up menus, out-of-the-box keywords, and robust multilingual support.

WebRTC Softphone

  • Use your browser as a phone. Simply plug in your headset and go!

Omnichannel Routing

  • Your customer can connect with you on any channel and your system will recognise that customer, and route them to the best agent or support tech.

Dashboard and Reports

  • With a single dashboard, access information on current state, as well as historical metrics across all media types.

Editor: Genesys | Interactive Intelligence

Strengths of Genesys PureCloud

  • omnichannel
  • Blended AI
  • workforce optimisation
  • Certifications: GDPR

Genesys PureCloud demo and screenshots

PureCloud Contact Center Overview b1106ccf-pc-profile-lessshadow.png 64b8703e-pc-dashboard-lessshadow.png cd7393b3-callrouting-laptop-1024x591.png be05509c-abc-showcase.png

Genesys PureCloud customers

Genesys PureCloud Client

Genesys PureCloud pricing and features

Plans & Pricing

PureCloud Communicate
PureCloud 1
PureCloud 2
PureCloud 3
€12 /month /user
€60 /month /user
€88 /month /user
€112 /month /user

Features

Communication
Call Recording
Call Transfer to Mobile Device
Group Chat
Shared User Profile User public and private identity (picture, description, skills, etc.)
Video Conference Audio and video calls with two or more people
VoIP Calls Phone conversations
Web Mail (Email Management) Sending and receiving emails
Chatbot
SMS Short Message System
Customer Support
Support Opening Hours
Tickets Allocation
Customer Interface
Feedback & Customer Satisfaction
Help Desk
Queue Management
Service Quality Management
Communications History
Forecast of Activity Volume
Live Chat
Standardized Responses
Ticketing

Services

Integration & Interoperability
Active Directory (AD) Integration
API, Web Service Restful APIs
Social Networks Integration
Mobility
Fixed Line
Mobile App
Debit Card
Device Remote Control
Security & Confidentiality
Audits & Certificates (SAS 70, ISO 27001/2, TRUSTe)
Data Loss Prevention (DLP) Control sensitive business data with built-in DLP policies based on regulatory standards such as PII and PCI, which help to identify, monitor, and protect sensitive data through deep content analysis.
SFTP SSH File Transfer Protocol or Secured File Transfer Protocol
Single Sign-On (SSO)
Support
24/7 Support
Community (FAQ, Forum)
Help Desk (Phone, Email, Ticket, Chat)
Knowledge Base (tutorials, demos)
Online Training (Webinar)

Data hosted in the following countries: Germany, Ireland