Seamlessly integrate your contact centre with existing systems
Modern businesses use multiple tools and systems for different business processes. For peak functionality, these tools must work together as well as independently. The PureCloud platform lets you either keep your data in existing systems or leverage that data in a new system where you control the synchronisation rules.
Take control of your contact centre
A simple and intuitive administration interface empowers you to set up and control synchronisation rules. Having a variety of ways to synchronise data and bring external data into PureCloud views for your agents and business users lets you ensure employee profiles, customer details and office locations. This also keeps data accessible and up-to-date.
When done correctly, integrated features are effortless for both customers and agents. PureCloud integrations work with applications across your company to seamlessly share information. Whether you’re using single sign-on to simplify system log-ins for your organisation or imbedding key customer data on an agent’s screen before an interaction begins, the PureCloud platform has a solution.
CRM integrations keep customer information at the ready—giving your agents current and accurate insights into customer accounts, history and preferences that simplify interactions. These integrations can also power automated routeing decisions, so you don’t waste customers’ time with a long list of IVR options.
Know your customers and create value
Personalised customer service is a baseline expectation. Text alerts about flight delays, retailer email messages about new products and navigational assistance based on real-time traffic information—businesses use existing data to drive highly context-rich and proactive interactions.
Reshape customer experiences
Intelligent routing for all types of interactions, a consolidated agent interface and automated screen pop for important data give you a competitive advantage to drive an effortless, personalised experience. And that leads to increased customer retention, spending, loyalty and advocacy.
Innovation with embeddable framework
Built on top of the common client interface that supports CRM integrations, embeddable framework makes it easier for technology partners to build integrations. Once built, all integrations pick up new functionality—regardless of which CRM integration you’re using.
The PureCloud platform and Salesforce—better together
Salesforce is an industry leader in cloud-based CRM solutions. When combined with the PureCloud platform—an omnichannel contact centre solution—the result is leading-edge cloud performance and scalability, and a modern interface that makes sense of multiple channels with easy, consistent workflows for your teams.
Make IVR and other interaction-channel routing decisions based on data from your Salesforce CRM system. The PureCloud Architect routing editor uses information about accounts, cases or contacts to inform routing rules in your call flows.
Rules-driven screen pop for agents
Use gathered Salesforce data, such as caller ID information, to route interactions based on pre-configured behavior. Agents see a native screen pop of key customer context before the interaction begins, increasing agent efficiency and better equipping them to provide personalised customer service.
Pull Salesforce contacts into the PureCloud platform
Incorporate Salesforce customer and organisation contact information into the PureCloud platform to create a corporate address book. Unified search and click-to-call makes outreach accessible and easy for all of your employees.
Automatic Salesforce activity creation
Create a Salesforce activity for each interaction. Information like connection time, agent name and comments are populated in the client drop-down list based on screen pop or agent navigation. The agent then can associate the activity with the appropriate contact or case for unified reporting purposes.
The PureCloud platform and Zendesk—a perfect pair
Gain leading-edge cloud performance and scalability with a modern interface. Put powerful contact center services directly into Zendesk and harmonise multiple channels with easy and consistent workflows. Your team can make and manage omnichannel interactions with comprehensive tools like response management and interaction details.
Use the Zendesk data dip connector to integrate your PureCloud IVR system with your customer database. The PureCloud IVR tool dips into your CRM system to retrieve information about accounts, cases or contacts to make routing decisions within your interaction routing flows.
Rules-driven screen pop in the PureCloud platform
Multiple screen-pop options let you gather and natively display Zendesk data from user records, new or existing tickets, queue activation, and agent performance statistics. Give your teams key customer context before their interactions even begin.
Webhook event integrations with Zendesk
Webhook integrations connect to the Zendesk public API and post changes into PureCloud chat rooms. Keep the right teams informed without duplicating efforts and blend notifications into manager discussions.
Combine the PureCloud platform with Microsoft
The PureCloud platform easily integrates with Microsoft systems for a robust all-in-one contact centre and unified communications solution. With tools for customer engagement, employee engagement and business optimisation, PureCloud tools combined with Microsoft create a strong foundation for optimal customer service.
Microsoft Dynamics CRM database
Pull information about accounts, cases or contacts from your CRM database into your IVR system, enabling you to use it with self-service menus, dynamic routing and more.
Microsoft SQL database
Push and pull information into native screen pops or scripts to give agents rich customer context.
Active Directory LDAP connection
Import teams from IT systems—connect the PureCloud platform to your on-premises or cloud-based Active Directory to synchronise users and ease access with single sign-on capabilities.
PureCloud Chrome plugin
Utilize a Chrome plugin to easily connect and screen pop into any of your Microsoft systems, including Dynamics. Give agents customer journey context—when and where they need it.
Microsoft Exchange connector
Synchronise your Exchange email distribution lists into collaboration workgroups, making it easier for employees to quickly identify and access knowledge experts throughout your business.
Inbound webhooks for notifications
Push chat notifications directly to agents from any capable Microsoft system using webhooks that automate posting messages into relevant chat rooms.