Go all-in-one from day one
Fragmented solutions force contact centers to segment interactions and administration across various systems. To us, it makes more sense to unify and simplify the process.
PureConnect is based on more than 20 years of innovation that continues to this day. Instead of an infrastructure full of disjointed applications and complexity, we give contact centers the functionality they need with a consolidated software platform and integrated applications.
As the original all-in-one contact center solution, PureConnect offers a broad and deep application set, along with a single point of management and administration, that enable applications to work together as they should.
PureConnect brings efficiency and effectiveness to contact centers of all sizes. Do everything from setting up speech-enabled IVR menus to configuring routing for incoming calls, emails, chats, SMS messages, and integrated social media notifications. Additionally, built-in workforce optimization applications and cradle-to-grave reporting improve functionality.
The broad functionality of PureConnect includes tools, such as real-time speech analytics and quality monitoring, that let supervisors observe customer sentiment more closely and make better decisions.
And with a pure application server, contact centers get a complete N+1 architecture for all media operations. The results are higher scalability, virtualization support, a single-tenant cloud deployment option and configuration flexibility that reduces bandwidth use. This solution also reduces administration and operations costs.
Choose your solution: On premise or in the cloud
For contact center automation, Genesys lets you choose: a complete premise-based solution and an equally complete, single-tenant cloud solution—PureConnect Cloud—for a manageable monthly cost. You can even migrate your cloud contact center to your site without incurring downtime or losing applications. No matter what you choose, your contact center benefits—and so do your customers.
Why an all-in-one single platform matters
Technologies and vendors can come from all directions in a contact center. When they do, complexity and costly customization take over. PureConnect is built on widely adopted standards to provide a feature-rich solution that efficiently uses IT resources—all from a single vendor.
Centralizing application management, system configuration, administration and reporting minimizes IT staff. A reduction in required servers also reduces energy consumption.
Reduced risk and improved flexibility
PureConnect eliminates costly voice boards and multiple points of failure, alleviates rip-and-replace upgrades, and makes disaster recovery and multi-site location independence inherent. Additionally, incremental application licensing lets you meet growth needs.
PureConnect enables consistent service across all customer contact channels for a superior experience. Multichannel routing, end-to-end reporting, voice self-service, outbound dialing and workforce optimization monitor and manage performance across digital and voice channels within a single system.
Out-of-the-box integrations connect to any component that’s unique to your business and communications—CRM solutions, unified communications (UC) platforms, voice systems, databases, web services, messaging platforms, back-office applications, workforce management packages, third-party systems, and SIP devices and hardware.
Business process automation
Complete critical business tasks using the communications capabilities of PureConnect to capture, prioritize, route, escalate and track each step of a process. Get work done faster and more accurately.
Applications for the contact center and the enterprise
Deploy PureConnect SIP-based switching, unified messaging, interaction management and business process automation functionality across your entire company—including branch offices and remote employees.