Integrations with PureConnect
Great Platforms Aren’t Great If They Don’t Work With Your Other Systems
With PureConnect integrations, you can be sure your contact centre works well with other systems you may use. Protect your existing investments in workforce management software and technology with off-the-shelf integrations that hook into your current solutions.
It’s a long list - please keep scrolling!
Off-The-Shelf Integrations With Popular Software
Standards-based software architectures have proven time and again to be a good idea. PureConnect has been committed to open standards through many years because it means long-lived and reliable integrations, plus a stable market for third parties to build more connections to our systems.
Integrations with Interactive CIC and CaaS are now part of the Genesys AppFoundry -
Communications Systems (UC)
Genesys has been connecting PureConnect to a variety of phone systems for twenty years and we are the original SIP contact centre, so we know how to talk about connecting to almost every telephony situation.
Genesys Premise and Hybrid Appliances
Interaction Edge is a SIP-based telephony appliance you install in your datacentre that works with many common phones. It provides site-based direct PSTN connection or cloud-based service, along with recording and survivability features.
PureCloud Unified Communications
For something completely web-based and flexible, PureConnect is also compatible with the PureCloud cloud-based communications services, including PureVoice global voice distribution. You can also go hybrid-cloud with the Interaction Edge telephony appliance.
Microsoft Lync/Skype for Business
PureConnect and Microsoft Lync Server integration provides a feature-rich contact centre add-on to Lync enterprise telephony deployments.
Integration Key Features:
- Maximises Lync enterprise infrastructure for greater ROI
- Provides a single CIC/Lync directory with integrated real-time presence management for improved collaboration between the contact centre and enterprise
- Offers one-click access to multiple communication channels (IM, video, voice calls, email, faxes, desktop sharing, etc.) for increased productivity
Customer Relationship Managers (CRM)
PureConnect for Salesforce
CIC for Salesforce (CRM Web Client) is a version of the PureConnect desktop client with an abbreviated feature set; it runs inside the Salesforce customer relationship management (CRM) system. There is nothing to install, maintain or back up.
Salesforce Object Routing Connector
This connector integrates Salesforce with PureConnect and automates the process of routing various CRM (customer relationship management) objects (cases) from your CRM to the PureConnect routing engine so you can build rules in the PureConnect routing engine for Salesforce objects. For example, the connector directs emails addressed to Support or Sales to the appropriate support or sales queue based on workgroup skills or utilisation.
Zendesk Screen Pop Connector
The Zendesk Screen Pop Connector integrates Zendesk with PureConnect and allows the creation of screen pops based on caller information.
Oracle Service Cloud
Formerly Oracle RightNow, Oracle Service Cloud is another powerful customer relationship management (CRM) system. PureConnect support for Oracle Service Cloud was released in 2015 R2.
Oracle Siebel CRM
Siebel integration offers Oracle Siebel CRM customers a tightly integrated solution for contact centre automation. PureConnect advanced soft phone capabilities are seamlessly integrated into the Oracle Siebel CRM user interface. This provides standard call controls and a powerful user-configurable, rules-driven screen pop to virtually any Oracle Siebel CRM view based on data collected in the phone system.
Integration with SAP CRM integrates the functionality of the PureConnect into the SAP ICI Web Client (SAP CRM 7.X and higher). This allows the SAP agent to perform all typical phone and web chat operations without leaving the SAP application.
Microsoft Dynamics CRM
The InteractionSync unified agent desktop (replacement for the Microsoft CRM USD desktop) has embedded Customer Interaction Centre (CIC) call controls tied directly to the Microsoft Dynamics CRM application. This integration has been developed by Avtex, an Interactive Intelligence partner, and will be offered for 4.0 customers to serve as the replacement for the existing 3.0 Dynamics CRM integration.
Third-Party Speech Recognition
PureConnect has its own industry-leading speech recognition built-in, along with seventeen languages. But PureConnect can also use external speech recognition if you prefer.
Workforce Management (WFM, WFO)
PureConnect has built-in basic workforce management tools with Interaction Optimiser, but we also offer workforce optimisation integration with popular industry workforce management providers for both historical and real-time adherence (RTA) data.
The workforce tools historical integration extracts data from the PureConnect logging server on a scheduled basis and utilises an XSL stylesheet to transform and map extracted data into the various WFM/WFO products. This service also automatically recovers if reporting intervals are missed.
Because real-time adherence is an optional component with most workforce management vendors, the WFM Real-time Adherence Integration is also optional. Like WFM historical integration, the WFM Real-time Adherence module is a Windows-based service designed to deliver user status, user login, and user log-out information to a workforce management or workforce optimisation system that tracks schedule adherence in real time.
- Blue Pumpkin/Witness/Verint
- IEX TotalView/NICE
- Aspect eWFM
- GMT (Bought by Verint in late 2011)
- Invision, Injixo (cloud version of Invision)
- Pipkins (RTA only)
Process Control and Automation
Interaction Process Automation (IPA)
How well your organisation integrates key business processes plays a huge role in success. Informal and inefficient manual processes and disconnected systems cause costs, scalability and customer perception issues. Interaction Process Automation enables you to streamline even the most complex business processes with proven communications technologies that capture, prioritise, route, escalate, track and manage processes through the entire lifecycle.
Eccentex Case Management
Eccentex transforms how knowledge workers work, improving productivity and job satisfaction while ultimately generating greater customer satisfaction. PureConnect has an integration with this Gartner Magic Quadrant and Forrester cited performer that brings their custom process forms directly into the PureConnect agent desktop.
Custom Desktop for Agents
CallScripter is a custom agent desktop solution. It provides easy-to-use and powerful tools to build and deliver contact centre desktop applications or scripts. You can better serve your customers, help solve compliance issues, slash agent training times and improve consistency with custom desktop tools, saving you money and improving customer experience.
Custom Integrations for in-house tools
Genesys offers complete professional services to understand requirements, plan implementations, and build custom integrations with nearly any system.
We also have a full group of global partners that can provide custom solutions for any need.