{"id":94601,"date":"2018-09-27T11:40:57","date_gmt":"2018-09-27T18:40:57","guid":{"rendered":"https:\/\/www.genesys.com\/?page_id=94601"},"modified":"2019-08-12T16:53:44","modified_gmt":"2019-08-12T23:53:44","slug":"purecloud","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/en-gb\/purecloud","title":{"rendered":"PureCloud"},"content":{"rendered":"

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Genesys PureCloud
\ncontact centre platform<\/h1>\n

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Take the tour<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” el_class=”cta-bar” css=”.vc_custom_1522458207688{padding-top: 0px !important;padding-bottom: 0px !important;}”][vc_row full_width=”stretch_row” css=”.vc_custom_1522458201976{padding-top: 0px !important;padding-bottom: 0px !important;}”][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” disable_element=”yes”][vc_row][vc_column][vc_column_text]<!– wpml:html_fragment<\/p>\n

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Cloud-based contact centre<\/h3>\n


[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_video link=”https:\/\/youtu.be\/iRZKZK9pmf8?rel=0″ align=”center”][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]Customer service can be complex. But the tools you use shouldn’t be. When customers call, chat, email or text, the right contact centre solution makes it easy to communicate with them and deliver a great customer experience.<!– wpml:html_fragment<\/p>\n

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The Genesys\u2122 PureCloud\u2122 platform was built from the ground up to leverage the true power and vast benefits of the cloud. It captures and consolidates customer conversations in one place, making it easy for you to spot trends, collaborate across teams and solve problems. Give your business a complete customer engagement and communication solution so you can provide a great customer experience and better engage your employees.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row”][vc_row equal_height=”yes” content_placement=”middle” el_class=”mobile-reverse”][vc_column offset=”vc_col-lg-6 vc_col-md-6 vc_col-xs-12″][vc_column_text]<\/p>\n

Get up and running fast
\nfor long-term benefits<\/h3>\n

Easy to deploy, easy to use<\/h4>\n

An intuitive interface enables fast account setup and seamless integration with existing systems. No complicated training needed.<\/p>\n

The power to grow<\/h4>\n

The PureCloud platform gives you a flexible environment that instantly scales to meet peak demands. Meet evolving customer demands with continuous feature and capability updates.<\/p>\n

Understand what’s happening<\/h4>\n

Interactive dashboards give you a consolidated view of customers, call centre agents and interactions \u2014 across all channels and locations. Reap the benefits of proactive contact centre analytics and insights.<\/p>\n

Manage your people and systems<\/h4>\n

The intuitive analytics in the PureCloud platform empower you with insights \u2014 from high level summaries down to customised and detailed views. Leverage these tools to develop and make the most of each employee.<\/p>\n

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Watch Video<\/a><\/div>[\/vc_column][vc_column offset=”vc_col-lg-6 vc_col-md-6 vc_col-xs-12″][vc_single_image image=”130007″ onclick=”custom_link” img_link_target=”_blank” img_size=”full” css=”.vc_custom_1556293708167{margin-right: -380px !important;padding-left: 80px !important;}” link=”https:\/\/www.genesys.com\/en-gb\/campaign\/see-for-yourself-how-genesys-purecloud-makes-amazing-easy” el_class=”reset-margin-mobile”][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” css=”.vc_custom_1557309590105{background-color: #f3f3f3 !important;}”][vc_row][vc_column][vc_column_text]<\/p>\n

Better for your customers, better for your business<\/h3>\n

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Give customers options<\/h4>\n

Customers have higher expectations than ever. Give them the choice of channel with chat, SMS, email or a call \u2014 and provide a consistent experience no matter how they engage you.<\/p>\n

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Choose a no-risk solution<\/h4>\n

The PureCloud contact centre platform is priced with flexible subscription options<\/a> that match exactly what your business needs. And there’s no hardware required \u2014 even if you want to add voice services.<\/p>\n

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Trust and transparency<\/h4>\n

The last thing you need is for your contact centre software to fail. To ensure your platform is running smoothly, check the public-facing status page<\/a> for live updates and proactive notifications.<\/p>\n

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Learn how call centres achieved 571% ROI with the Genesys PureCloud solution<\/h3>
Make an impact<\/a><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” el_class=”section_light-gray”][vc_row][vc_column]
\"Actavo<\/div><\/div><\/div><\/div>

Tasks come into call queues and are automatically pushed to the most appropriately-skilled agents, giving supervisors much better performance visibility.<\/p>

Alexander Barr, Customer Services Director, Actavo<\/p> <\/div><\/div><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section g_section_text=”white” full_width=”stretch_row” css=”.vc_custom_1533059357267{background-color: #23395D !important;}” el_class=”section_white”][vc_row][vc_column][vc_column_text]<\/p>\n

Happy teams = happy customers<\/h3>\n

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Make it easy<\/h4>\n

Siloed applications and the need to repeat information frustrate both your customers and agents. Give your employees a single, easy-to-use desktop that handles every interaction including customer details as the call, email or chat arrives.<\/p>\n

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Strengthen teamwork<\/h4>\n

Bring your team together across channels, campaigns and tools. Unified communication and collaboration tools let employees talk, chat, video, group chat or search for and find the expert they need to resolve the issue at hand.<\/p>\n

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Continue the conversation<\/h4>\n

Built to be omnichannel, the PureCloud platform tracks the conversation from everywhere, so you always have the data you need to respond quickly. Wherever customers engage you, you’re covered.<\/p>\n

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The data to manage your teams<\/h4>\n

Interactive dashboards provide a consolidated view of customers, agents and interactions \u2014 across all media types. See what you want, how you want to make the best-informed decisions.<\/p>\n

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Watch Video<\/a><\/div>
Take the Tour<\/a><\/div>[\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” disable_element=”yes” el_class=”cta-bar” css=”.vc_custom_1557309795532{background-image: url(https:\/\/www.genesys.com\/media\/86475523-cta-background.svg?id=129849) !important;}”][vc_row][vc_column]

Learn how mid-sized call centres are transforming<\/h3>
Get the report<\/a><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” css=”.vc_custom_1565653916465{background-image: url(https:\/\/www.genesys.com\/media\/86475523-cta-background.svg?id=129849) !important;}”][vc_row][vc_column]

Frost & Sullivan Global Research: Mid-sized call centers take a digital-first approach<\/h3>
Get the Report<\/a><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” css=”.vc_custom_1533322235279{background-color: #f3f3f3 !important;}”][vc_row][vc_column][vc_column_text]<\/p>\n

Find out more about these capabilities…<\/h3>\n

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<\/div>

Predictive routing<\/h4><\/div>

Predictive routing<\/h4>

Use AI to match customers to the employees most likely to deliver the best service and KPIs in real time.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Unified communications and collaboration<\/h4><\/div>

Unified communications and collaboration<\/h4>

Enable easy collaboration and communications \u2014 all from a single platform or third-party solution. <\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Forecasting & Decisions<\/h4><\/div>

Forecasting & Decisions<\/h4>

Plan better with Decisions, a vendor-agnostic, what-if analysis, staff- and budget-planning system for contact centres.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Inbound<\/h4><\/div>

Inbound<\/h4>

Make it easy to connect with your business. Offer support and exceed expectations across channels. <\/p>

Find out more<\/span><\/div><\/div><\/a><\/div><\/div><\/div><\/div><\/div>
<\/div>

Outbound<\/h4><\/div>

Outbound<\/h4>

Build customer relationships with timely, personalised and contextual proactive communications across any channel <\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Voice services<\/h4><\/div>

Voice services<\/h4>

Be there for customers who prefer phone-based support. Get voice services that work for your business. <\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

IVR<\/h4><\/div>

IVR<\/h4>

Drive better customer experiences whilst making your business more profitable with Genesys call centre IVR.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

ACD<\/h4><\/div>

ACD<\/h4>

Ensure every customer receives the right support every time with skills-based and intelligent routing. <\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Live chat<\/h4><\/div>

Live chat<\/h4>

Chat with your prospects and customers in real time to solve issues quickly \u2013 no phone call needed.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Social media and messaging apps<\/h4><\/div>

Social media and messaging apps<\/h4>

Meet your customers on the popular platforms they already use, including WhatsApp, Facebook, Instagram and more. And tap into social listening capabilities to draw in public conversations.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

AI-powered contact centre software<\/h4><\/div>

AI-powered contact centre software<\/h4>

Take customer experience to the next level with the leading cloud contact centre technology.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

SMS messaging<\/h4><\/div>

SMS messaging<\/h4>

Use familiar mobile channels to touch base with your customers without disrupting their day. <\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Email<\/h4><\/div>

Email<\/h4>

Give email the attention it deserves. Upgrade your email support capabilities with management tools that are built-in to your contact centre desktop.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Virtual agent<\/h4><\/div>

Virtual agent<\/h4>

Make self-service better with AI-powered bots that understand the context and act like human agents to deliver a superior experience, no matter when.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Integrations and apps<\/h4><\/div>

Integrations and apps<\/h4>

Maximise your investments; integrate existing technologies and the skilled employees who use them with Genesys solutions. <\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Digital customer engagement<\/h4><\/div>

Digital customer engagement<\/h4>

Support your teams with a comprehensive suite of digital capabilities \u2013 or with your own solution.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Co-browse<\/h4><\/div>

Co-browse<\/h4>

See why your customers are reaching out in real time. Show them how to resolve their issues.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Voicebots<\/h4><\/div>

Voicebots<\/h4>

Build voicebots with natural language understanding (NLU) and automate more voice conversations.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Predictive engagement<\/h4><\/div>

Predictive engagement<\/h4>

Use AI to proactively engage online customers in the moment of truth with the next-best offer or resource.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Analytics and reporting<\/h4><\/div>

Analytics and reporting<\/h4>

Empower your teams with easy-to-use tools and relevant data. Unlock interaction insights that make it easy to deliver cross-channel customer experiences.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Reporting integration and export<\/h4><\/div>

Reporting integration and export<\/h4>

Get valuable insights with custom call center reports and dashboards. Then share those insights easily.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Speech and text analytics<\/h4><\/div>

Speech and text analytics<\/h4>

Use text and speech analytics to identify key events, ensure compliance, spot training opportunities and more.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Workforce engagement management<\/h4><\/div>

Workforce engagement management<\/h4>

Give your employees the tools, support and growth opportunities they need to truly love what they do.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Salesforce Integrations with Genesys Cloud<\/h4><\/div>

Salesforce Integrations with Genesys Cloud<\/h4>

Bring your CRM and CCaaS solutions together with a pre-built Genesys Cloud integration for Salesforce.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Artificial intelligence and automation<\/h4><\/div>

Artificial intelligence and automation<\/h4>

Power omnichannel experiences. Meet customers\u2019 needs with bot support, data-based insights and more.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Knowledge management tools<\/h4><\/div>

Knowledge management tools<\/h4>

Provide the right information every time with AI-powered knowledge management tools. \r\n<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Quality assurance and monitoring<\/h4><\/div>

Quality assurance and monitoring<\/h4>

Record every interaction across channels without losing data for Voice of the Customer (VoC) insights.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Customer journey orchestration<\/h4><\/div>

Customer journey orchestration<\/h4>

Tailor each stage of the customer journey to customer needs with the leading customer journey orchestration software.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Customer journey data management<\/h4><\/div>

Customer journey data management<\/h4>

Transform customer data silos into journey data pipelines that fuel analytics, modeling and orchestration.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Customer journey analytics<\/h4><\/div>

Customer journey analytics<\/h4>

Measure, monitor and optimise customer experience and your targeted business KPIs.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Agent copilot<\/h4><\/div>

Agent copilot<\/h4>

Provide customer service agents with real-time AI assistance to improve both the efficiency and quality of customer interactions.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Work automation and task routing<\/h4><\/div>

Work automation and task routing<\/h4>

Use accurate, consistent data to make more informed decisions across your back office.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Employee performance management<\/h4><\/div>

Employee performance management<\/h4>

Get superior performance using gamification. Supervisors gain instant insights into team and individual performance. And employees see their results in real time to drive their own success.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Workforce forecasting and scheduling<\/h4><\/div>

Workforce forecasting and scheduling<\/h4>

Create accurate, flexible schedules in minutes. Have the right support in place \u2014 even when demand spikes.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Cloud architecture and open platform<\/h4><\/div>

Cloud architecture and open platform<\/h4>

Modernise your tech stack and enable faster innovation \u2014 while guaranteeing secure, always-on operations.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Global availability<\/h4><\/div>

Global availability<\/h4>

Get global coverage, security and resilience with a leading AI-Powered Experience orchestration platform.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Cloud architecture<\/h4><\/div>

Cloud architecture<\/h4>

Explore a comprehensive set of native capabilities \u2014 all built on a single codebase.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Development<\/h4><\/div>

Development<\/h4>

Compose strategic value at scale with an API-first, open platform and modern developer tools purpose-built to enable innovation fast.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Security and compliance<\/h4><\/div>

Security and compliance<\/h4>

Ensure contact centre security and compliance with Genesys. Protect customer data, meet regulatory standards, and build trust with secure cloud solutions.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Customer Journey Management<\/h4><\/div>

Customer Journey Management<\/h4>

Leverage your interaction and event data for visibility into customer journeys. Unlock insights to optimise your customer experiences and drive results at scale.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

ServiceNow Integration<\/h4><\/div>

ServiceNow Integration<\/h4>

Add the leading cloud contact centre solution to your ServiceNow CSM system with a powerful prebuilt integration and supercharge your CX. <\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Genesys Cloud AI Studio<\/h4><\/div>

Genesys Cloud AI Studio<\/h4>

Build and innovate AI-powered experiences from a secure, centralised hub. Safely accelerate and streamline AI innovation with Genesys Cloud AI\u2122 Guides \u2013 and do it all at scale.<\/p>

Find out more<\/span><\/div><\/div><\/a><\/div>

Messaging Apps<\/h4><\/div>

Messaging Apps<\/h4>
Find out more<\/span><\/div><\/div><\/a><\/div><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text]<\/p>\n

Find out more about PureCloud<\/h3>\n

[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row” el_class=”section_header” css=”.vc_custom_1532973678043{background-image: url(https:\/\/www.genesys.com\/media\/e2840feb-purecloud-v1.png?id=83898) !important;}”][vc_row equal_height=”yes” content_placement=”middle”][vc_column][vc_column_text] Genesys PureCloud contact centre platform [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” el_class=”cta-bar” css=”.vc_custom_1522458207688{padding-top: 0px !important;padding-bottom: 0px !important;}”][vc_row full_width=”stretch_row” css=”.vc_custom_1522458201976{padding-top: 0px !important;padding-bottom: 0px !important;}”][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” disable_element=”yes”][vc_row][vc_column][vc_column_text]<!– wpml:html_fragment –> Cloud-based contact centre [\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_video link=”https:\/\/youtu.be\/iRZKZK9pmf8?rel=0″ align=”center”][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]Customer service can be complex. But the tools you use shouldn’t be. When customers call, chat, email or text, […]<\/p>\n","protected":false},"author":1,"featured_media":11507,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-94601","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages\/94601","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/comments?post=94601"}],"version-history":[{"count":6,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages\/94601\/revisions"}],"predecessor-version":[{"id":163798,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages\/94601\/revisions\/163798"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/11507"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=94601"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}