The cloud platform of the future with incredible reliability built right in

We built PureCloud to include everything you need to run your contact center efficiently. It was built with reliability in mind because, let’s face it, the contact center cannot go down if you expect to deliver a consistent experience. Built on the geographic and elastic foundation of Amazon Web Services and the true cloud microservices architecture, our solution was built with the reliability in its DNA! With local redundancy capabilities, you are guaranteed service even in the midst of a global disaster.

Multichannel. Unified. Multimodal.

New capabilities and features without interruption

Bottom line, you want your customer experience to be effortless. So how do you reduce customer effort? You start with a single, unified tool that allows your customers to contact you on any device, via any channel, at any time.

Second, you give your agents the tools they need to manage those interactions without desktop downloads or in-depth training. Last, but not least, you give your agents the information they need to better serve the customer.

Improve operations every day

With a seamless and effortless interface

With dynamic performance views, you can deliver consistent customer outcomes by quickly understanding and managing performance in real-time.


The dynamic views allow you to see:

  • Who is on hold in the queue
  • Current interactions in progress
  • Full details on agent status and availability
  • Real-time service levels across channels


You can also

  • Set alerts to notify you if service levels drop below thresholds
  • Drill down into the detailed statistics for each agent

PureCloud Features

Omnichannel Interactions Management

Standard Features PURECLOUD 1 PURECLOUD 2 PURECLOUD 3
Web Agent Desktop
Voice
Wrap-up Codes
Web Chat, Email  
Response Management  
Call-back   ✔*
SMS     ✔*
Video Customer Service     ✔*
Co-browsing     ✔*
Web Agent Desktop     ✔*

Routing

Standard Features PURECLOUD 1 PURECLOUD 2 PURECLOUD 3
Priority, FIFO Routing
Skills-based Routing  
Last Agent Routing  
Bull's-eye Routing  
Response Management  
Media Type Prioritization   ✔* ✔*
Customer Choice Routing     ✔*

IVR

Standard Features PURECLOUD 1 PURECLOUD 2 PURECLOUD 3
Speech-Enabled IVR
Secure IVR  
External VXML Application Support    

Outbound Campaigns

Standard Features PURECLOUD 1 PURECLOUD 2 PURECLOUD 3
Preview, Progressive
Campaign Management
Compliance
Graphical Scripting  
Script Designer  
Agentless, Power, Predictive  
Inbound/Outbound Blending    

Workforce Optimization

Standard Features PURECLOUD 1 PURECLOUD 2 PURECLOUD 3
Voice Recording
Quality Evaluations  
Omnichannel Recording  
Workforce Management   ✔^
Satisfaction Surveys     ✔*
Speech Analytics     ✔*

Supervisor Function

Standard Features PURECLOUD 1 PURECLOUD 2 PURECLOUD 3
Listen, Assist, Agent Activation
Real-time Performance Views
Historical Metrics & Reports
iPad App  

Integration

Standard Features PURECLOUD 1 PURECLOUD 2 PURECLOUD 3
3rd Party REST API's
Unifed Communications Platforms
Packaged CRM Integrations ✔** ✔** ✔**
PureCloud Public REST API  

* Denotes Roadmap item

** Denotes available at an additional cost

^ Workforce Management Manual Scheduling