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Genesys PureCloud
contact centre platform

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Get up and running fast
for long-term benefits

Easy to deploy, easy to use

An intuitive interface enables fast account setup and seamless integration with existing systems. No complicated training needed.

The power to grow

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.

Understand what’s happening

Interactive dashboards give you a consolidated view of customers, call centre agents and interactions — across all channels and locations. Reap the benefits of proactive contact centre analytics and insights.

Manage your people and systems

The intuitive analytics in the PureCloud platform empower you with insights — from high level summaries down to customised and detailed views. Leverage these tools to develop and make the most of each employee.

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Realtime

Better for your customers, better for your business

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Give customers options

Customers have higher expectations than ever. Give them the choice of channel with chat, SMS, email or a call — and provide a consistent experience no matter how they engage you.

Choose a no-risk solution

The PureCloud contact centre platform is priced with flexible subscription options that match exactly what your business needs. And there’s no hardware required — even if you want to add voice services.

Trust and transparency

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 for live updates and proactive notifications.

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Learn how call centres achieved 571% ROI with the Genesys PureCloud solution

Make an impact
Actavo logo

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

Alexander Barr, Customer Services Director, Actavo

View the customer story

Happy teams = happy customers

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Make it easy

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.

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Strengthen teamwork

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.

Continue the conversation

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.

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The data to manage your teams

Interactive dashboards provide a consolidated view of customers, agents and interactions — across all media types. See what you want, how you want to make the best-informed decisions.

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Frost & Sullivan Global Research: Mid-sized call centers take a digital-first approach

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Find out more about these capabilities…

Unified communications and collaboration

Unified communications and collaboration

Enable easy collaboration and communications — all from a single platform or third-party solution.

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Contact center reporting

Forecasting & Decisions

Forecasting & Decisions

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

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Inbound call center

Inbound

Inbound

Make it easy to connect with your business. Offer support and exceed expectations across channels.

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Outbound call center

Outbound

Outbound

Build customer relationships with timely, personalized and contextual proactive communications across any channel

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Automated routing

Predictive routing

Predictive routing

Use AI to match customers to the employees most likely to deliver the best service and KPIs in real time.

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Cloud voice

Voice services

Voice services

Be there for customers who prefer phone-based support. Get voice services that work for your business.

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Live chat

Live chat

Chat with your prospects and customers in real time to solve issues quickly — no phone call needed.

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Call Centre Software

Call Centre Software

Take customer experience to the next level with the leading cloud contact centre technology.

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SMS messaging

SMS messaging

Use familiar mobile channels to touch base with your customers without disrupting their day.

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Email

Email

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

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Genesys ivr

Interactive voice response (IVR)

Interactive voice response (IVR)

Drive better customer experiences while making your business more profitable, versatile and scalable with Genesys call centre software and IVR systems.

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Co-browse and screen share

Co-browse and screen share

See why your customers are reaching out in real time. Show them how to resolve their issues.

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Chatbots

Chatbots

Provide better answers faster with native or third-party, AI-powered chatbots that understand context.

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Apps and Integrations

Apps and Integrations

Add value in a few clicks with pre-built functionality and connectors to other systems from an expansive marketplace.

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Voicebots

Voicebots

Build voicebots with natural language understanding (NLU) and automate more voice conversations.

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Predictive Web Engagement

Predictive Web Engagement

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

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Analytics and reporting

Analytics and reporting

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

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Reporting integration and export

Reporting integration and export

Get valuable insights with custom call center reports and dashboards. Then share those insights easily.

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Gamification

Gamification

Help employees meet performance objectives with actionable, real-time insights that drive results.

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Speech and text analytics

Speech and text analytics

Use text and speech analytics to identify key events, ensure compliance, spot training opportunities and more.

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Workforce engagement management

Workforce engagement management

Give your employees the tools, support and growth opportunities they need to truly love what they do.

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Artificial intelligence and automation

Artificial intelligence and automation

Power omnichannel experiences. Meet customers’ needs with bot support, data-based insights and more.

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Genesys Cloud™ Salesforce integration

Genesys Cloud™ Salesforce integration

Bring your CRM and CCaaS solutions together with a pre-built Genesys Cloud integration for Salesforce.

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Genesys Cloud™ integrations

Genesys Cloud™ integrations

Bring systems together with ease. Create unique experiences quickly and build without limitations.

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Knowledge management tools

Knowledge management tools

Provide the right information every time with AI-powered knowledge management tools.

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Quality assurance and monitoring

Quality assurance and monitoring

Record every interaction across channels without losing data for Voice of the Customer (VoC) insights.

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Customer journey orchestration

Customer journey orchestration

Optimise engagement based on each customer’s preferences, current goals and prior experiences.

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Customer journey data management

Customer journey data management

Transform customer data silos into journey data pipelines that fuel analytics, modeling and orchestration.

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Customer journey analytics

Customer journey analytics

Measure, monitor and optimise customer experience and your targeted business KPIs.

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Agent Assist

Agent Assist

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

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ACD

ACD

Ensure every customer gets the right support every time with skills-based and intelligent routing.

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Work automation and task routing

Work automation and task routing

Use accurate, consistent data to make more informed decisions across your back office.

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Social media

Social media

Meet customers on the popular platforms they already use to build positive customer experiences.

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Employee performance management

Employee performance management

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.

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Workforce forecasting and scheduling

Workforce forecasting and scheduling

Create accurate, flexible schedules in minutes. Have the right support in place — even when demand spikes.

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Cloud architecture and open platform

Cloud architecture and open platform

Modernise your tech stack and enable faster innovation — while guaranteeing secure, always-on operations.

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Global availability

Global availability

Strengthen and expand your global footprint with unsurpassed coverage wherever you are or want to be.

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Cloud architecture

Cloud architecture

Minimise your tech footprint with a comprehensive set of pre-integrated microservices reliably built into a single codebase.

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Digital customer engagement

Digital customer engagement

Support your teams with an all-in-one suite of digital capabilities — or with your own solution.

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Development

Development

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

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Security and compliance

Security and compliance

Guarantee that your customer interactions and data remain secure and private, no matter the location of your operations.

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Find out more about PureCloud

PureCloud Pricing

Discover which PureCloud option is right for you and your business.

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About Genesys

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

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