Take your customer experience to new heights with a cloud contact center

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Learn how mid-sized call centers are transforming. Get the IDC global study and regional insights.

Customer service is today’s most important differentiator. To remain competitive, mid-sized contact centers increasingly are moving to the cloud at an increasing rate.

In this white paper, IDC surveyed customer care professionals and IT decision makers in 27 countries to evaluate current market dynamics of cloud-enabled customer service environments. Of the survey respondents with mid-sized contact centers that use cloud-based applications, 72% have improved customer experiences and 70% have enhanced agent efficiency and productivity.

Get this IDC white paper to understand drivers, benefits and challenges for adopting cloud contact center technology. It also includes regional insights for North America, Latin America, Europe, Middle-East, Africa and Asia Pacific

Discover how cloud is transforming mid-sized call centers worldwide and improving customer experiences


Nearly 50% of mid-sized call centers worldwide are cloud-based, with an additional third in the process of implementing cloud

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Over 70% of respondents said cloud-based solutions have enhanced agent efficiency and productivity

Targeted proactive communications

And 72% have improved customer experiences

Leverage the true power and benefits of Genesys® PureCloud®

Mid-sized call centers worldwide are moving to the cloud at a fast pace, to meet customer expectations and to stay competitive.

Get the advantages of cloud with the Genesys PureCloud contact center solution. Easy to deploy and use, this all-in-one cloud platform delivers a differentiated customer experience that drives better outcomes. Get a consolidated view of customers, call center agents and interactions—across all channels and locations. Collaborate across teams with valuable insights to maximize the success of every customer journey.

With flexible subscription options to match your business needs, the PureCloud solution lets you leverage the many benefits of moving to the cloud.

What customers are saying about PureCloud

Quicken logo

“In a world where customer service expectations are changing at lightning speed, PureCloud gives us a serious competitive advantage.”

Ian Roberts
Operations Leader
Quicken Customer Care

Propertyguys logo

“PureCloud has given us new intelligence about agents and the caller journey from start to finish. This has led to an increase in sales of about 20%.”

Clifton Wareham
Manager of Operations
PropertyGuys.com Resource Center

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“PureCloud is successful for us because it’s kind of an all-in-one solution and when we got it working, we could take it to scale.”

Hoong Neoh
Director IT and Development
Today’s BC Liberals

See how cloud is transforming mid-sized contact centers worldwide