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

Multifunctional contact centre

PureCloud is a multifunctional tool created to effectively and efficiently manage contact centers and improve their customer experience. This software allows to manage interactions with customers on different types of communication channels and to work together to better track interactions. The solution takes into account contacts by incoming and outgoing calls, chats, social networks, or email. The software has an interface that facilitates the collection of customer information and evaluates the quality of interactions. 

The PureCloud platform simplifies your customer relationships 

Regardless of the channel chosen by customers, the main goal is to provide a reliable and consistent experience. The platform meets the needs of the entire team, no matter the size of the company. Incoming and outgoing call campaigns support the maintenance of agent productivity and superior customer relations. Doing this type of management can cause the customer relations center to lower costs and achieve a higher contact rate. 

PureCloud provides employees with the tools needed to improve their telephone sales productivity. It offers its employees tools to optimize the telemarketing of their workforce. This software generates significant results in terms of customer loyalty. Also, PureCloud fully incorporates workforce management into the organization's customer experience platform. In order to increase efficiency while also reducing unplanned costs, a multi-channel recording of tasks and interactions is utilized by the software. 

The employee performance management system links organizational performance and employee qualities to optimize results. Training and coaching programs give telemarketers the ability to know what they need and succeed in developing professionally, therefore improving their sales technique.

The PureCloud solution has an interactive voice server (IVR) for telephone platforms. The simple editing system allows you to configure the menus by simply dragging and dropping each one. This results in better visibility and improvement in their CRO interactions. To expand the customer portfolio, reliable multilingual support is available. The software offers to make phone calls directly via a web browser, only needing a headset. 

A solution for analyzing and improving customer relationship centers 

Intelligent automated routing is an important element of prospecting for good remote customer relationship management. Client routing adapts to developments in omnichannel contacts centers. Each customer is connected to a good resource, such as having the best support technician for each issue readily respond. Intelligent automated routing facilitates customer engagement. This automated routing defines true customer experiences and optimizes call center results. 

PureCloud offers a global representation within a single dashboard of customer paths to meet service levels and better meet customer expectations. Through a 360-degree view and various customer interactions, performance indicators are obtained and allow to consolidate customer knowledge and commitments. It is then easy for teleoperators to visualize the number of calls needed to identify and address problem areas quickly. 

Editor: Genesys | Interactive Intelligence

Strengths of Genesys PureCloud

  • Native omnichannel platform
  • Speech-Enabled IVR
  • Workforce optimisation system
  • Certifications: GDPR

Genesys PureCloud demo and screenshots

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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