Providing high-quality customer service requires you to effectively handle omnichannel customer moments. Customers use increasingly sophisticated technology and expect similar options to interact with your call center. A unified approach to omnichannel customer interactions with real-time visibility into performance allows you and agents to successfully meet these expectations. Integrated tools to better manage employees further improve your customer experience.
The all-in-one architecture of the Genesys PureConnect™ platform enables you to seamlessly consolidate contact center and business communications infrastructures to reduce complexity, simplify administration, improve efficiency and reduce total cost of ownership.
Streamline and improve your customer experience—without disrupting existing systems, dealing with upgrade issues or battling obscure settings and impenetrable outside service dependencies. The PureConnect platform is designed so you can take full advantage of its power without the cost and frustration of outside teams or developers to manage it. The PureConnect all-in-one strategy:
“The unique open, all-in-one PureConnect architecture meant we could take calls from multiple PBX systems, plus we could use our own off-the-shelf hardware.”
Thomas Quigley, Contact Center Director, Fraser Health
Adopting a new system doesn’t have to be grueling. While it can seem daunting to change processes that may affect every area of your company, with the PureConnect platform, you can painlessly update your system on your schedule. Whether you perform a full-scale deployment or slowly phase-in new applications and services, implementation is seamless. Once enabled, the flexible system helps you manage daily changes—updates to your product and service, sales fluctuations and even the unexpected PR volume spike. And because it’s all-in-one, there is no need to deploy and integrate separate third-party applications. Simply turn on new applications and services when you need them.
The PureConnect platform is built on an open, standards-based architecture that allows it to integrate with thousands of other systems. Protect your existing investments in workforce management software and technology with off-the-shelf integrations that connect with your current solutions.
Find third-party applications designed for your industry or business need in the Genesys AppFoundry. Custom integrations via APIs and partners give you additional tools to fully customize your platform.
The PureConnect platform puts you on the road to customer experience success by using the same software for both cloud and on-premises implementations. This makes a move to the cloud easy, intuitive and painless.
Access features and tools that enable you to leverage existing telco and voice infrastructure, meet the most stringent security and compliance requirements, and decide how and where data is stored. Once enabled, your system operates on a single-tenant cloud that’s comprehensive, secure and customizable. You control the tools you use and when to perform upgrades, which lets you make the best choices for your business—and your customers.