Genesys PureEngage Omnichannel Customer Experience Platform

PureEngage Business Automation

Drive digital transformation across your enterprise

Customer experience is the new frontier for maintaining a competitive advantage. It takes a personalized, customer-centric approach across all channels to differentiate your brand and build loyalty. Deliver superior experiences and drive digital transformation at any scale with the Genesys PureEngage™ platform, the only omnichannel customer engagement solution for large-scale businesses.

Available on-premises and in the cloud, the PureEngage platform combines real-time contextual journeys, world-class intelligent routing and digital transformation to make customer experience a competitive differentiator. With robust, user-friendly tools, you can exceed customers’ rising expectations for personalized, seamless interactions. And because the solution supports extensive customizability through open APIs and web standards, you can easily extend capabilities to deliver operational efficiencies and a superior customer experience company-wide.

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Genesys named a leader in both Gartner Magic Quadrants for CCI and CCaaS

Unrivaled flexibility for better results

Your business is unique. You need a customer experience solution that gives you the flexibility to meet all your requirements. The Genesys PureEngage solution provides unrivaled flexibility in a customer experience platform, one that integrates all your systems while still leveraging existing investments.

The easy-to-configure and administer PureEngage platform enables you to rapidly deploy and turn on new applications and services when you need them. Drive digital transformation at scale and across your enterprise to unify all customer-engaging teams—from marketing and sales through service and support. And, you can choose the consumption model that’s right for your business—cloud, on-premises subscription or perpetual on-premises licensing.

Engage across the entire customer journey

Every step of the customer journey is an opportunity to build brand loyalty and create better business outcomes. The PureEngage platform enables you to maximize these opportunities with true omnichannel engagement across the entire customer journey.

  • Orchestrate inbound and outbound engagement across all touchpoints, channels and resources.
  • 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.
  • Counter the growth in contact volume with automation while differentiating on end-to-end experiences.

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This is the best contact center I could have imagined. We’ve been ranked the number one Vodafone contact center worldwide. And with the new innovative channels we’ve developed, we know there’s a lot more to come.

Jörg Knoop, Head of Contact Center and Telesales Capability, Vodafone Germany

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, personalized customer experience. Maximize employee capabilities and overall workforce management with a single omnichannel customer experience platform.

The PureEngage platform empowers employees to manage channel 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. Optimize 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.

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 center 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 customizable reports to drive insights into customer satisfaction and employee performance.
  • Identify engagement patterns to identify ways to optimize customer journeys and experiences.

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