PureCloud Workforce Optimization
Boost your team's performance with an all-in-one contact center solution
Business objectives are hard to achieve, and disparate data sources can make it impossible to get a complete picture of your contact center performance. If you can’t identify gaps in workforce performance, you can’t possibly begin to fix them. Having a consolidated view of performance, quality and customer feedback will prove your contact center is performing at optimal levels.
PureCloud gives contact centers holistic visibility into workforce performance so they can identify performance gaps and effectively manage and track improvement.
You can’t manage what you can’t measure
Stereo recording of calls enables agent and customer audio playback in two separate channels. PureCloud also records emails, web chats, agent screen activity, and other types of interactions, so you always have a complete picture of what happened.
Keeping tabs on quality is key in delivering an effortless customer experience. PureCloud offers built-in performance dashboards for both agents and supervisors that will give them real-time metrics at a glance.
PureCloud includes a full-featured form builder and policy manager for assigning evaluations or starting calibrations. Performance views help quality managers track evaluation and calibration activity, and enable agents to view their own quality results.
Custom agent status
Out-of-the-box status selections cover the basics. But with PureCloud you can configure custom agent status selections that fit your unique business needs. Status integrates into performance views and reporting giving you a more accurate assessment of agent activity and the ability to optimize your workforce.
Simplify scheduling. Optimize forecasting.
Eliminate the cost and complexity of managing a separate workforce management solution. PureCloud short-term forecasting and automatic schedule generation for omnichannel routing ensures that you have the right staff and skills, at the right time.
Robust functionality to support customer needs
Security and compliance built in
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.
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.
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.
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
- 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.
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.
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..
Escalate an interaction with either tool and watch first call resolution climb!
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.
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!
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.
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.