A connected contact center

Your customers communicate on many channels. You should too.

Are you engaging your customers in all the ways they want to engage you? According to the 2017 “Global Customer Experience Benchmarking Report” from Dimension Data, “nine channel choices [is] the norm and this will rise to eleven by 2018.” Customers demand choice, and businesses are racing to make multiple channels available for marketing, sales and service.

Yet in the Dimension Data report, 58.5% of businesses said channels are managed in silos; 44.3% said multiple channel adoption is "too difficult" without "a single view of all touchpoints”; and 36.2% saw no consistency in how channels are configured. While there’s clear value in omnichannel enablement, businesses benefit when systems and processes are not siloed, and visibility, management control and focus can easily be applied.

Omnichannel is not an option

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Image showing differences between multichannel and omnichannel contact centers Omnichannel Customer Channels Agent Multichannel Customers Channels Agents

Omnichannel isn’t the same as multichannel

Many contact centers rushed to add new channels to meet customer demand. The resulting siloed systems and processes led to poor, inconsistent and disconnected customer experiences, as well as expensive and complex contact center operations. Refuse to deploy another independent, isolated application! Give your customers a true omnichannel experience with the choice, flexibility, speed and convenience they deserve. Respond to changing needs quickly and don’t break the bank doing it.

PureCloud Omnichannel Routing

Omnichannel—the power of one

PureCloud offers an integrated all-in-one omnichannel solution that gives customers, agents, supervisors and admins what they want—one experience across all channels to get things done quickly. It’s simple and far more cost effective than integrating and supporting multiple disparate solutions.

PureCloud removes silos to improve your customers’ experiences, enabling all your agents with a single consistent user interface, customer context and business system integrations. Invest in a cloud solution that reduces your technology costs by removing the costs of providing and supporting multiple systems.

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One ACD engine for all channels

Deliver a consistent and effective customer experience by managing all your customer interactions through one robust routing engine. Take into account skills, language, priority and agent utilization. Choose how skills are matched to your customer needs —perfect match, partial match or no match at all. You can also look for the perfect match and relax requirements over time to balance the cost of waiting.

Phone is preferred for ages 35 and up

Phone calls still make up over 54% of total interactions. Make it easy for customers to call in and help themselves. If your customer still needs help, ensure agent handoffs are intelligent and seamless.

Chat popularity is on the rise

52.4% of contact centers support web chat and another 32.3% are planning to within the next year. Handle multiple simultaneous chats, and easily escalate to voice or co-browse to quickly resolve problems.

90% of contact centers use ACD email

Email was the first digital channel, and it is still important today. Route work to the right resource along with historical interaction history. Use response management to fly through common inquiries.

Social media is expected

Social expressions are part of our daily lives, and customers under 25 prefer them when interacting with brands. Be an active listener: route messages to the right agent using a tool that enables timely responses.

Assisted digital is on the upswing

37.5% of agents perform assisted service. Empower agents to escalate a complex chat interaction with a phone call, screen share or co-browsing session. Keep your customer seamlessly connected, no matter the channel.

Accelerate your business journey

41% of contact centers have, or are striving towards, a full omnichannel strategy. Don't let digital disruption hold your call center hostage. Take charge of your success by adopting an all-in-one omnichannel solution.

The breadth and depth of the PureCloud omnichannel features, combined with the company’s level of professionalism, knowledge and collaboration, have given us the best value for the money.—Shafique Adatia, System Administrator, Vivonet

Simplify how you talk with your customers

One conversation using many channels

Allow your customers and agents to freely use different modes of communication in their conversations—voice, chat, co-browse or social media. This will enable them to resolve issues in the easiest channel and in the shortest time possible. Start with a chat, add voice, then share via screen share or co-browsing. No more transfers or blind spots to slow things down—context is seamlessly carried throughout the conversation. Record the conversation, regardless of channel.

One intuitive agent interface

Empower agents with a user experience built for the modern omnichannel world. Make it easy—even fun—to interact with customers in and between channels. Provide a single list of active interactions with one set of controls. Include context and response management to make the customer experience speedy, personalized and convenient.

One view across all channels for supervisors, quality evaluators and administrators

Give the heroes that run your contact center the modern omnichannel experience they hunger for. Provide one place for reporting, dynamic real-time views, recordings, quality evaluations and administrative work. Reduce desktop clutter with role-specific interfaces that present only the information and functions needed. Add mobility to the mix and you’re golden.

Spin up a channel in 30 minutes

Administration is simple in the intuitive PureCloud interface. Add new channels, whenever you need them. In minutes!

Robust functionality to support customer needs

Security and compliance built in

Layers of Security

PureCloud is built on Amazon Web Services, with tight controls added on top. All of your data and requests are encrypted, and organization data is separated by rigorous authentication. You can choose our single sign-on solution or one of the industry standard SSO systems.

Compliance with Legal and Regulatory Requirements

PureCloud meets rigorous compliance and regulatory requirements such as the U.S. Health Insurance Portability and Accountability Act (HIPAA) and Statement on Standards for Attestation Engagements (SSAE) 16/ISAE 3402 SOC 2 Type II.

The PureCloud platform achieved a PCI DSS assessment as a Level 1 Service Provider using version 3.2 of the PCI DSS standard.

Protect your business by providing tightly scripted content when it’s absolutely necessary.

Outbound campaigns (dialer)

Execute dial modes and campaign tactics that keep agents productive, costs low and contact rates high. Inbound and outbound blending is supported, ensuring you have coverage across queues.

Dialing needs vary depending on campaign type and legal regulations. Dial at your own pace using one of five outbound dialing modes.

Preview – Presents information about the contact to the agent before dialing, informing whether to call or skip to the next record.

Progressive – Reduces the risk of call abandonment by dialing one contact for each available agent.

Power – Waits until an agent is available before placing calls. The system adjusts the number of simultaneous calls placed by analyzing previous calling attempts.

Predictive – Predicts agent availability and places calls based on internal statistics.

Agentless – Automatically responds to live contacts or answering machines as directed by campaign settings.

CRM integrations

Are you running Salesforce, Zendesk, Oracle, or some other customer relationship management (CRM) system?

Great! We can integrate with all of those and more—by adding PureCloud interactions within the CRM app or by bringing CRM data into useful places in PureCloud, or both.

Integrate with your CRM and other IT systems quickly and easily with our cloud-based configuration tool. Keep systems in sync with bi-directional data flow. All with a few clicks—no SQL queries required.

Speech-enabled IVR

Voice recognition is everywhere today. Whether it’s Siri or Alexa, voice recognition has come a long way and is now considered mainstream.

PureCloud comes with a built-in Interactive Voice Response (IVR) that includes a simple drag-and-drop editor for setting up menus, out-of-the-box keywords, and robust multilingual support!

No third-party licensing. Full language access. And you can keep using the telephone touch keys (DTMF) if that’s what you prefer.

Omnichannel routing

The promise of omnichannel is that your customer can connect with you on any channel and your system will recognize that customer, and route them to the best agent or support tech based on:

  •  Previous interaction history
  •  Purchases
  •  Skill-based routing
  •  Availability, and more

Then to better understand and manage the omnichannel experience, PureCloud offers interactive dashboards and reports for a unified view of omnichannel customer engagement.

WebRTC softphone

Simplify your systems. With PureCloud Softphone you can use your browser as a phone. Our industry-leading softphone is built with WebRTC (Web Real-Time Communications) technology, which manages the connections and data needed to make IP-based phone calls and video calls. Dump the telephony hardware. Simply plug in your headset and go!

Social channel management

PureCloud connects directly to social sites so you can monitor and respond to social media hubs in the powerful PureCloud agent interface. The initial release covers streaming of publicly available tweets from Twitter and will quickly expand to include many other social hubs including Facebook. You can configure search filters and queue routing through an easy admin form, and edit them any time.

Maximize efficiency today by allowing your agents to receive and respond to social expressions from your customers!

Screen share and co-browse

Finally, an easy way for customers to answer “what’s on your screen?” Using screen share or co-browse allows customers to show and tell with agents—so agents can quickly grasp the issue and actively guide the customer to a solution. Both technologies help your customers share what they’re looking at but there are subtle and important differences.

Screen share

Allows your customers to share their entire screen. If your customers need to share non-web browser content then screen share is your best choice. Configuration flexibility also supports embedding directly in your proprietary desktop application..

Co-browse

Allows your customers to share web pages. Simply add the lightweight PureCloud JavaScript library to the web pages you want to make shareable. It works for all modern browsers. Because co-browse transfers underlying textual data, it can filter out sensitive information before it even leaves your customer’s computers. Agents are empowered with on-screen tools like click annotations, and can even optionally “take control” of the web page. All this with less bandwidth and greater speed than a screen share.

Escalate an interaction with either tool and watch first call resolution climb!

Dynamic views

With dynamic performance views you can deliver consistent customer outcomes by quickly understanding and managing performance in real time.

Dynamic views allow you to see:

  •  Who is on hold in the queue
  •  Current interactions in progress
  •  Full details on agent status and availability
  •  Real-time service levels across channels

You can also

  •  Set alerts to notify you if service levels drop below thresholds
  •  Drill down into the detailed statistics for each agent
  •  Customize your dashboard views and get the information you care about most at a glance

Dashboards and reports

The Heart of the Contact Center

PureCloud provides real-time and historical data in interactive, dynamic views making it easy to keep tabs on the pulse of the contact center.

With a single dashboard, supervisors can access information on current state, as well as historical metrics across all media types. Need voice, chat and email KPIs and metrics all in one view? No problem! The supervisor dashboard is the "control center" of the contact center, giving supervisors the information they need to operate efficiently.

Omnichannel Reports

PureCloud includes both pre-built and customizable reports that offer a consolidated view across channels. Reports are accessible from within the supervisor dashboard making it easy to see the current state of operations along with historical metrics. Reports can be exported and are available in a variety of formats.

Graphical script editor

Consistency is vital in how you speak with customers. But long, tedious scripts can irritate customers causing agents to avoid using them. We’ve created a tool for writing scripts that uses keyword detection and customer identity to streamline conversations—and it works the same way with any channel, making it simple for your support team to find the right answers.

You get a simple intuitive script builder that makes it easy for non-technical users to quickly compose and modify powerful real-time guides for agents. No more complexity. Just point, click, drag and drop. No coding required. And what you see is exactly what agents will see. It’s that easy!

Workforce optimization

Boost the performance of your workforce and operate more efficiently. Workforce Optimization capabilities are built right in. You don’t need a separate system for quality assurance, or forecasting and scheduling.

Capabilities include multichannel recording, quality management, workforce management, performance monitoring and more.

Customer Journeys

Context shifting between applications introduces error and wastes time. With PureCloud External Contacts, your corporate address book is seamlessly accessible in an all-in-one contact center solution. Use this native contact management system to add context to communications with prospects, customers, and organizations.

  •  Quickly import your contact list via a CSV upload or dynamic Salesforce integration
  •  Find your External Contacts throughout the app—whether you're searching to initiate a call on behalf of queue, add to a conference call, or transfer an existing ACD call.
  •  Represent connections between the people at your company and the organizations in your External Contacts. Tie in account managers, support leads, or any other key players.
  •  Get omnichannel interaction history and native screen pop with key customer information—so your agents have all the context they need before the interaction even begins.