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Genesys PureCloud

Name: Genesys PureCloud
Rating: 4.5 (2 reviews)

By Genesys

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Highlights : About Genesys PureCloud

Real-time Chat

Progressive Dialer

Outbound Call Center

Interactive Voice Response (IVR)

Escalation Management

Call recording

About Genesys PureCloud

Genesys PureCloud is an all-in-one cloud-based contact center software built to improve the customer experience. It comes with powerful yet simple functionalities that can streamline contact center operations as well as optimize conversation management. Scalable, quick to set up, and highly adaptable, this platform can easily cater to the needs of small startups, large companies and everything in between.

Specifications

24/7 Support

Yes

Business Size

Small, Mid-Market, Enterprise

Deployments

Premise, Cloud, Open API

Language Support

English,German,Spanish,French,Italian,Polish,Portuguese,Danish,Chinese,Japanese,Dutch,Swedish

Platforms

Product Details

Features

Blended Call Center

Call Scripting

Campaign Management

Inbound Call Center

Manual Dialer

Predictive Dialer

Queue Management

Reporting/Analytics

Real-time Chat

Progressive Dialer

Outbound Call Center

Interactive Voice Response (IVR)

Escalation Management

Call recording

Call Logging

Benefits

Unified Communications

Genesys PureCloud consolidates all client communications on a neat, singular interface, regardless if communications come from various customer-facing channels, including social media applications, emails, calls, and even SMS. Its ability to unify all these channels is beneficial for both customer engagement and internal communications, as you can seamlessly leverage screen sharing, video chat, document management, and other tools in-platform as the need arises.

Seamless Conversation Transfers

Transferring from one communication channel to another is a hassle-free and non-disruptive experience to both agents and their customers. With Genesys PureCloud, you can seamlessly move your client communications on another channel.

Hassle-Free Implementation

Many contact center administrators believe that when it comes to contact center platforms, it’s either you have to build your own or settle with one that offers out-of-the-box functionalities. Genesys PureCloud is proof that you can do both.

Easier Interaction Routing

As a contact center software, Genesys PureCloud is equipped with great conversation routing functionalities. Be it texts, messages on social media, emails, or calls, this platform will allow you to prioritize, queue, and delegate incoming customer messages to the right agents. This way, you and your team no longer have to worry about overlooking messages or passing conversations to other agents.

Simplified Workforce Management

Clients and prospective customers may contact you at any given time. So, you have to make sure that there are agents ready to accommodate them. However, managing schedules can get quite complicated, especially during unforeseen absences, To help you out, Genesys PureCloud comes with a workforce management module where you can track historic schedule adherence, check time-off requests, as well as perform manual schedule creation.