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Every business looks for ways to improve customer experience. It has become a primary differentiator for all of us in this age of artificial intelligence (AI). And there are many ways to achieve that differentiation. That’s why the Genesys® PureConnectTM application is more than an all-in-one solution — right out of the box. New enhancements reduce complexity and give you the flexibility to evolve with constantly changing expectations, in whatever way makes sense for your business.
Here are a few highlights of recent innovations in the PureConnect product, with many more on the way. Please note: If you’re running PureConnect R1 for 2019, some of these enhancements require moving to PureConnect R2. Check with your Genesys account rep for details.
The Power of Orchestration
Much of our latest news on PureConnect is around orchestration. This enables you to coordinate channels and AI-powered customer journeys easily and consistently.
When we talk orchestration, it’s always about omnichannel, which represents multiple points of contact that are growing rapidly. And so is our support for them.
Support for Your Workforce
Employees always have other options. Give them modern tools and support to be more effective and happier at their jobs.
With APIs, we’re adding one-way audio streaming that’s now in early adopter phase. The PureConnect app will let you stream audio in real time to a third-party endpoint, such as an agent-assist product, voice biometrics or Nuance. Reach out to your account rep for more information.
Whether you’re on-premises, in the cloud or making the transition, the PureConnect solution has a robust set of tools that connect your conversations with customers, improve workforce engagement and boost your business outcomes overall.
View our on-demand webinar for more details on PureConnect enhancements and updates to the entire Genesys portfolio.
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