With continuous delivery of the most innovative functionality, we're confident that PureCloud will keep us one step ahead of the competition. - Ian Roberts, Operations Leader, Quicken Inc.

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  
Social Channel Management    

Routing

Standard Features PURECLOUD 1 PURECLOUD 2 PURECLOUD 3
Priority, FIFO Routing
Skills-based Routing  
Bull's-eye Routing  
Response Management  

IVR

Standard Features PURECLOUD 1 PURECLOUD 2 PURECLOUD 3
Speech-Enabled IVR

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   ✔^

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 available at an additional cost

^ Workforce Management Manual Scheduling

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