The Genesys PureEngage omnichannel customer experience platform

Request a demo

Request a quote

Tour the product

Contact us

Drive digital transformation
across your enterprise

Customer experience is the new frontier for maintaining a competitive advantage. A personalized, customer-centric approach across all channels differentiates your brand and builds loyalty. Deliver superior experiences and drive digital transformation at any scale with the Genesys PureEngageTM contact centre platform, the only omnichannel customer engagement solution for large-scale businesses.

Drive digital

The Essential Migration Checklist for Identifying the Right Customer Experience Solution

Get the checklist

Unrivaled flexibility for better results

Meet your unique business needs with the Genesys PureEngage contact centre platform.

Rapidly deploy the easy-to-configure and administer PureEngage customer experience solution and turn on new applications and services when you need them. Integrate all your systems while leveraging existing investments. Unify all customer-engaging teams—from marketing and sales through service and support. Even choose the consumption model that’s right for your business—cloud, on-premises subscription or perpetual on-premises licensing. Extensive customizability through open APIs and web standards lets you easily extend capabilities to deliver operational efficiencies and a superior customer experience company-wide.

Unrivaled flexibility2

Across the board, Genesys provided the customer experience platform that we needed to really see PayPal move to the next level. It was a huge game changer.

- Dar Andrews, Senior Director of Service Delivery and Engineering, PayPal

Personalize

Personalise all your
customer interactions

Available on-premises and in the cloud, PureEngage call centre software combines real-time contextual journeys, world-class intelligent routing and digital transformation. With robust, user-friendly tools, you can exceed customers’ expectations for personalised, seamless interactions across voice, video, chat, email, web, mobile, social, SMS and messaging channels.
Extensive customisability through open APIs and web standards lets you easily extend capabilities to deliver operational efficiencies and a superior customer experience company-wide.

Engage across the entire customer journey

The PureEngage customer experience platform enables you to build brand loyalty and create better business outcomes
with true omnichannel engagement across the entire customer journey.

Orchestrate inbound and outbound engagement across all touchpoints, channels and resources.

Merge Stroke Updated Final

Seamlessly integrate voice and digital channels, including video, email, chat, social, mobile, web, SMS and asynchronous messaging.

Gain visibility into all skilled resources in real time and match every interaction to the best resource with predictive matching.

Leverage artificial intelligent (AI) to automate dialogs in self-service and choose the best agent with predictive routing in
assisted service.

journey

Counter the growth in contact volume with automation while differentiating on end-to-end experiences.

mobile laptop 2

Take advantage of the context in your CRM system and existing applications to achieve true customer engagement.

Hear what customers are saying.

“Genesys PureEngage is like a swiss army knife – it can do just about anything you want it to when it comes to contact centre solutions. Genesys Mobile Engagement in particular allows for practically any possible integration one can dream up.”

5 stars

Eugene T.

Give employees what they need to succeed

Your customer experience is only as good as your employees. Guide their success with technology, training, information and support to help them effectively and efficiently deliver a seamless, personalised customer experience.

The PureEngage contact centre solution empowers employees to manage interactions and work items with supporting context and knowledge through integration with CRM systems, other applications and knowledge bases. With an enterprise-wide presence, employees can seamlessly collaborate and reach experts for additional support. Optimise resources across every channel with forecasting, capacity planning, scheduling, monitoring and real-time adjustments. Match interactions and work items to the right employee across the enterprise.

Pureengage stat1

Increase in
customer satisfaction

Pureengage stat 2

First call
resolution

Pureengage stat 3

Reduction in
queue times

Hit all

Hit all your business objectives

Your customer experience is inherently tied to your company’s success. Ensure that you reach your business objectives with the PureEngage platform.

  • Measure, understand and improve contact centre performance metrics with a single view of all KPIs across digital and voice channels.
  • Monitor interactions in real time to understand interactions as they happen and make timely and informed decisions.
  • Use intuitive and customisable reports to drive insights into customer satisfaction and employee performance.
  • Identify engagement patterns to identify ways to optimise customer journeys and experiences.

Learn more about…

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.

Find out more
Capabilities icon acd

ACD

ACD

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

Find out more
Contact center planning and forecasting

Forecasting & Decisions

Forecasting & Decisions

Plan better with vendor-agnostic call center forecasting software

Find out more
Genesys ivr

IVR

IVR

Drive better customer experiences while making your business more profitable with Genesys call centre IVR.

Find out more
Outbound call center

Outbound

Outbound

Reach customers across channels. Increase engagement with outbound campaigns.

Find out more
Cloud voice

Voice Services

Voice Services

Voice capabilities are an integral part of your communications strategy. Leverage technology to maximise usefulness for your business.

Find out more
Collaboration tools

Unified communications and collaboration

Unified communications and collaboration

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

Find out more

Live chat

Live chat

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

Find out more

Social media

Social media

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

Find out more

Messaging for customer service

Messaging for customer service

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

Find out more

Email

Email

Give email the attention it deserves with management tools incorporated into your contact centre desktop.

Find out more

Chatbots

Chatbots

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

Find out more

Explore the Genesys platform…

Genesys.com/en-sg
Contact Us
Contact us
Products
Company
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.

Copyright © 2024 Genesys. All rights reserved.
Terms of Use | Privacy Policy | Email Subscription | Accessibility Plan & Feedback |