Make closed-loop performance a priority in your contact center
PureCloud gives contact centers holistic visibility into workforce performance so they can identify performance gaps and effectively manage and track improvement.
PureCloud makes it easy to monitor the service quality your organization provides. It begins with stereo recording of calls so that agent and customer audio are maintained in separate channels. What’s more, it records emails, web chats, and other types of interactions, so you always have a complete picture of what happened. And, PureCloud’s policy manager allows you to determine how long recordings are stored.
Do multichannel right. Customers use their channel of choice. The experience is consistent. Agents have one intuitive interface to deliver.
Let customers call and service themselves - speaking or pressing. If an agent is needed, it’s seamless. Setting things up is a breeze.
Reporting and Analytics
Understand and analyze contact center performance. Supervisors and agents access key insights to improve the customer experience.
Boost the performance of your workforce and operate more efficiently. It’s one integrated toolset built right in: WFM, quality, surveys and more.
Execute dial modes and campaign tactics that drive better business outcomes. Agents can be blended. Compliance is assured.
Make the customer and agent experience equally seamless. Call controls go inside CRM interfaces. Information is shared. Deployment is painless.
Graphical Agent Scripting
Provide scripts agents love and customers don’t know are there. They’re simple to set-up and use. Content is dynamic. Compliance is met.
Social Channel Management
Allow agents to respond to social expressions from customers. The noise is filtered out. One engine and interface handles all channels.
We can’t say enough about the value our PureCloud® services have brought us – from improved service to increased efficiencies. It will certainly be a selling point in the future as we potentially expand the properties we service.