Choose the Genesys™ PureCloud™ contact center platform and you get the first cloud customer engagement solution purpose-built for the future. It was designed from the ground up to address the spectrum of legacy and emerging digital paradigms. It also scales quickly to meet shifting customer demands.
Built for the contact center customer who doesn’t want to deal with complex configuration and deployment, or employ a team of network engineers to handle sudden spikes in customer interactions, the PureCloud platform deploys in days and scales automatically. This means you can focus on providing business value to your customers. The PureCloud multi-tenant cloud offering was architected for continuous delivery of new features and is constantly enhanced—no upgrade installations are required.
Most cloud applications are monolithic. A failure in one area can start a devastating chain-reaction in others. The PureCloud platform is built with a microservices architecture on top of Amazon Web Services (AWS). Each microservice operates independently, breaking complex tasks down into pools of simpler stateless applications; one failure won’t create a domino effect—and that makes your business resilient to outages.
Microservices don’t have tightly coupled dependencies, so when new features are added, there is no downtime to your business. No matter how large or global your operation, PureCloud microservices scale seamlessly to meet your needs.
Now, when a customer calls, our agents greet them in person because they can see their name, address and previous orders and preferences.
Abduljalil Dabwan, Head of IT, Al-Romansiah
Ensure that your contact center platform works as a foundation for the future of customer engagement. Whether you want to connect to your customers or improve teamwork, the PureCloud platform offers the power and flexibility to make it happen.
Every business is unique, which is why the PureCloud platform is built to be extensible. The configuration and collected data is exposed using a secure API, so it’s easy to add or create your own integrations. Plus, hundreds of packaged integrations, including Salesforce and Zendesk, are available for installation from the AppFoundry Marketplace.
PureCloud RESTful APIs provide rich opportunities for you to build your own custom integrations to any other services and systems. And you can use full online developer documentation to programmatically communicate with your PureCloud application. Its unmatched scalability and robust capabilities complement any custom solutions.
We needed a customer experience platform that was reliable and intelligent with a well-thought-out omnichannel roadmap to integrate applications, while improving collaboration and information sharing.
Mariama Guiro, Head of Project Customer Service, L’olivier – assurance auto
Use the API Explorer developer tools to make API calls to retrieve or update information in your PureCloud implementation—no programming is required. These tools can test common actions, create notifications, gather analytics and more. They can even be used to automatically produce code to help you create custom programs.
The PureCloud platform is a contact center solution you can deploy in days, and easily administer in-house. An intuitive user interface makes configuration simple. Spin up new media channels in minutes and customize your call flows with the click of a button. Whether you prefer skills-based routing, cherry-picking or advanced bullseye routing, you’re covered.
In a world where customer service expectations are changing at lightning speed, PureCloud gives us a serious competitive advantage.
Ian Roberts, Operations Leader, Quicken Customer Care
Easy-to-use policy managers let you automate rules for document management, recording retention, call handling and many other critical aspects of customer engagement.
Control what your employees can view and the actions they can perform. Use the default set of roles and associated permissions or create and assign custom roles that match your unique business processes.
Because it runs from any modern browser with nothing to install, and no upgrade maintenance to worry about, you can continually add new functionality with the click of a button.
Painless implementation with VoIP and SIP options, plus full IVR, ACD, recording and softphone capabilities.