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Step 1

Have Questions?

ACD

  PURECLOUD 1 PURECLOUD 2 PURECLOUD 3
ACD Voicemail Routing  
Bullseye Routing  
Callback Objects (IVR & Web)  
Customer Journey  
Email  
External Contacts
In-Queue Audio Configuration
In-Queue Call Flows
Priority FIFO Routing
Response Management  
SMS Inbound    
Skills-based Routing  
Social Media (Twitter)    
Voice
Voice Co-browse    
Voice Screen Share    
Web Chat  
Web Chat Co-browse    
Web Chat Screen Share    
Wrap-up Codes

Speech-enabled IVR

  PURECLOUD 1 PURECLOUD 2 PURECLOUD 3
ASR-Supported Languages
Audio Debug a Call Flow
Dependency Tracking
Drag & Drop Auto-Attendant
Email Flows  
Graphical Task Editor
Inbound Call Flows
Integrated Prompt Management
Integrated Speech Enablement
Native Versioning
Outbound Call Flows  
Printing a Call Flow
Real-time Error Tracking
Robust Expression Editing
Secure IVR  
TTS-Supported Languages

Outbound dialing

  PURECLOUD 1 PURECLOUD 2 PURECLOUD 3
Adv. Record Processing Rules
Agentless/Auto Messaging  
Answering Machine Detection
Contact List Management
Contact List Rest API
Data Export
Inbound/Outbound Blending  
Outbound Reports
Power Dialing  
Predictive Dialing  
Preview Dialing
Priority Preview Dialing  
Progressive Dialing
Scheduled Callbacks
Wrap-up Codes

Outbound campaigns

  PURECLOUD 1 PURECLOUD 2 PURECLOUD 3
Abandon Rate Configuration
Caller ID Control
Campaign Sequences
Filtering for Call Lists
Multi-level Caller ID Settings
Progress View
Outlook-style Schedule View
Callable Times
Dynamic Do Not Call Lists
Multiple DNC Lists Per Campaign
Online DNC.com Integration
Pacing Control and Overrides
Time Zone Mapping
Time Zone Support

Graphical scripting

  PURECLOUD 1 PURECLOUD 2 PURECLOUD 3
Ability to Customize Script  
Chat  
Complex Variable Types  
Default Script
Email  
Import/Export Scripts  
Inbound Call Support
Outbound Call Support
Pre-packaged Validations  
Script Errors Panel  
SMS    
Templates  
URL Screen Pop
Version Control  
Voice

Workforce management

  PURECLOUD 1 PURECLOUD 2 PURECLOUD 3
Historic Schedule Adherence    
Intraday Monitoring    
Load-based Schedule Generation    
Manual Schedule Creation  
Real-time Schedule Adherence    
Short-term Forecasting    
Time Off Requests    
Verint Integration  

Recordings

  PURECLOUD 1 PURECLOUD 2 PURECLOUD 3
100% Email Recording  
100% Encryption
100% Voice Recording
100% Web Chat Recording  
Callback  
Dual-channel Call Recording  
Evaluation Audit Trail  
Flexible Search with Facets
Long-term Cloud Storage
Permission-based Playback
Policy-based Retention
Recording Audit Trail
Screen Recordings    
Secure Pause
Single-channel Call Recording
SMS    

Quality evaluations

  PURECLOUD 1 PURECLOUD 2 PURECLOUD 3
Recordings & Evaluation Scores  
Calibration Process  
Evaluation Assignment  
Evaluation Form Designer  
Evaluation Workflows  
Faceted Evaluation Search  
Multiple Question Types  

Speech analytics

  PURECLOUD 1 PURECLOUD 2 PURECLOUD 3
Speech-to-Text Transcription  
*via third-party integration      

Supervisory actions

  PURECLOUD 1 PURECLOUD 2 PURECLOUD 3
Agent Activation
Assistance
Listen (Monitoring)

Reporting and analytics

  PURECLOUD 1 PURECLOUD 2 PURECLOUD 3
Flexible API Access
Contact Center Dashboard
Interactions Details Views
Queues Activity Real-time Views
Performance Views
Agent Availability Report
Interaction Details Report
Queue Metrics Report
Scheduled Reports
Wrap-up Codes Report
Performance iPad App  

Data integrations

  PURECLOUD 1 PURECLOUD 2 PURECLOUD 3
Microsoft Dynamics
Salesforce
REST API Access
Zendesk

PureCloud for Salesforce client integration

  PURECLOUD 1 PURECLOUD 2 PURECLOUD 3
Call Logging
Click-to-Dial
Embedded PureCloud UI
Screen Pops
*$15 USD add-on per agent      

PureCloud for Zendesk client integration

  PURECLOUD 1 PURECLOUD 2 PURECLOUD 3
Embedded PureCloud UI
Screen Pops

PureCloud for Chrome client integration

  PURECLOUD 1 PURECLOUD 2 PURECLOUD 3
Click-to-Dial
Make Call from Context Menu
Embedded PureCloud UI
Screen Pops

User profile integrations

  PURECLOUD 1 PURECLOUD 2 PURECLOUD 3
Active Directory
Microsoft Exchange
REST API Access
SharePoint
SQL Database
Workday

Skype for Business integration

  PURECLOUD 1 PURECLOUD 2 PURECLOUD 3
Chat Integration (roadmap)
*5 USD add-on per user      

Security and compliance

  PURECLOUD 1 PURECLOUD 2 PURECLOUD 3
HIPAA Compliance
PCI DSS - Secure IVR  
PCI DSS - Secure Pause

Collaboration and communication

  Collaborate Communicate
Audio Conferencing  
Call Recording  
Chat
Cloud IP PBX  
Desktop Sharing
Directory
File Sharing
Group Ring, Hunt Groups  
Inbound & Outbound Faxing  
Native mobile application
Unified Inbox  
Video Calling - peer-to-peer
Video Calling - multi-user  
Voicemail  
WebRTC Softphone  

Get connected

Step 2

Bring your own telco, or purchase minutes from us. We’re flexible.

PureCloud Voice

Go completely cloud and pay per minute.

See pricing

Bring Your Own Carrier

Manage your own voice cost.

Get a quote

Get up to speed quickly

Step 3

Self start helps you get up and running on your own. You get access to the PureCloud Resource Center, online training modules and web-based enablement events.

QuickStart provides a jump start!  Work hand-in-hand with our success team to set up your communication platform at lighting speed. You’ll get all the tools you need to own your solution going forward.

Premier Success Services gives you the white glove treatment you deserve. Choose from four levels of subscription services plans for Professional Services support depending on your need.

Make an impact

Call centers have achieved 571% ROI with the Genesys PureCloud CX solution.

Show me how

Try it before you buy it

Go ahead and kick the tires

Sign up for a free trial and experience how easy PureCloud makes it to engage with your customers.