The PureCloud Platform
A modern cloud platform to speed innovation
Our microservices architecture in the cloud enables continuous deployment of new features. We’ve made a lot of headway in a short time—and we certainly aren’t slowing down!
PureCloud has come so far… so fast
The PureCloud Platform is so well-engineered, we were able to build an all-in-one omnichannel contact center full of robust features in just a few short years. We’ve highlighted some of our greatest hits below. Visit the PureCloud Resource Center
PCI—PureCloud achieved a PCI DSS assessment as a Level 1 Service Provider using version 3.2 of the PCI DSS standard (Payment Card Industry - Data Security Standard). Offers secure pause and secure IVR.
Co-browsing—Allow agents to see a customer’s web-browsing activity, make annotations and optionally take control
Screen share—Agents can view the customer’s desktop or application during voice interactions
Inbound email flows—Intelligently route and deliver incoming emails to the right queue based on a better understanding of the customer and intent
Multilingual IVR—Added global languages in PureCloud Architect
Single sign-on—Support for Google G Suite and Ping
PureCloud for Salesforce—PureCloud contact center functionality embedded in the Salesforce interface
PureCloud for Chrome—Call control and other PureCloud operations from directly inside the Chrome web browser
Intraday Monitoring—Real-time view of how forecast service performance, volume, average handle time and other metrics compare with actual contact center behavior
PureCloud—First microservice cloud platform for contact centers
WebRTC Softphone—Browser-made calls based on WebRTC
Bridge Connectors added—Salesforce, Zendesk, Oracle, Sharepoint and more...
Social channel management—Monitors feeds for company accounts and routes interactions to queues
Supervisor real-time dashboards—Improved analytics in views and more controls
External Contacts—Customer journey data model allows syncing customer data to/from CRM tools, and displays omnichannel interaction history
PureCloud Voice—PureCloud as web-based distributor of VoIP telephony for organizations. Search and acquire numbers, and control your accounts with cloud tools.
HIPAA—Qualification for the U.S. Health Insurance Portability and Accountability Act (HIPAA). PureCloud data is encrypted at rest and in transit. Patient identifying data is subject to additional permissions for access.
Response management—Omnichannel canned responses that agents can search or browse
Geolocation—Real-time user locations
Single sign-on—For Okta, Salesforce, Microsoft Azure and ADFS
Video chat—Person-to-person and multi-user video integrated with standard chat
Document Management—Integrated document storage and permissions, tagging, and folders
Reports and analytics—Analytics are integrated into supervisor and manager views, plus dedicated historical reports
Omnichannel interactions—Work area with multiple channel types, normalized interactions for pick-up, transfer, etc., interaction priority management and queue configurations
Permissions—Expanded roles and permissions, with a compiled permission object for each user and permissions service
Workforce Management—Basic staffing and scheduling tools
Architect IVR Scripting—Graphical tool for setting up and editing interactive voice routing with DTMF and multi-language speech support
SIP-based Outbound Dialer—Configurable outbound solution with pick-up detection and routing rules
Single sign-on—Fully qualified OneLogin client and server implementation
Edge appliance—On-site telephony switch with cloud configuration for disaster recovery and local PSTN connectivity
Contact center queues—With manual or skills-based configurations
Phone administration—Site and personal station configuration, and Direct Inbound Dial (DID) number search and assignment
Skills-based routing—For calls, chats and emails
Interaction recording—Stereo recording (one channel for customer, one for support) with visualization of activity for scanning, replay speed adjustments and text annotations
Supervisor dashboard—View of queues and people with basic performance and status data, plus common actions to adjust loading and reassign work
Quality management—Call monitoring, agent scoring and notifications to recipients with links to evaluations
Elasticsearch—Cloud-based search platform for data indexing, search facets and relationship graphs
Permissions—API security and data access permissions by role
Groups—Configurable, rules-based groups based on hierarchy graphs, by skills, or by manual inclusion or exclusion
Chat—XMPP-service persistent chat with drag-and-drop file sharing
PureCloud Platform—Microservices architecture, extensible data model and build/deploy automation
Web client—People search, profiles, locations and user edits
Bridge Server—On-premises data sync with Microsoft Active Directory to populate organization and hierarchies automatically
Person profiles—Refactored data, plus more data configurations
The real beauty of PureCloud is that it’s constantly incorporating the latest and greatest so however customer expectations change, we can adapt—quickly and cost-effectively.—Ian Roberts, Operations Leader, Quicken Inc
This platform is built to scale
The PureCloud Platform is built using an event-driven, load-balanced microservices architecture atop Amazon Web Services (AWS). The system constantly evaluates the health of each service instance and dynamically routes traffic to those that are healthy. Load balancers allow the system to automatically scale as traffic changes. PureCloud can also scale quickly with AWS, so adding people to your organization, or adding new features, never affects response speed.
Stability is as crucial to us as it is to you. That’s why we run automated tests with progressively tougher requirements as new code graduates to higher level environments—outage worries will never keep you awake again.
Never miss a release, never shut down for an update!
- Immediate, continuous delivery of new features
- Unwavering reliability and unbeatable scalability across channels and agents
- Flexible data tools and powerful analysis engines
- Integration with your data and work process systems
One platform, endless possibilities
The PureCloud Platform is built to be extensible because your business is unique. To achieve this extensibility, we provide the rock-solid building blocks that you can use to create your own integrations. The configuration, and all of the data PureCloud collects, is exposed via a public Application Programming Interface (API). This API enabled us to build integrations with services like Salesforce and Zendesk but you can build your own integrations as well.
Here’s an analogy: Instead of building a product that only does specific things, we built a factory that makes useful widgets that can be combined to make products. The widgets do things like tell you what a person can do, or which groups they belong to, or what sort of calls they can take. We give you access to the factory order system when you want to make a product and you just call up a bunch of features for your client. The factory can make infinite widgets, can update them on the fly (even when they are in use) and also recycle them to run efficiently. The factory is the PureCloud platform.
Unleash your developers!
We want to make you to build things on our platform—that’s why we make our APIs available. Whether you want to build something to extend PureCloud for your organization, or build an entirely new application and sell it to others, the documentation and developer forum are available to you.
From the very beginning of PureCloud we recognized the need to fully document all our features, and the API calls and open-source tools that developers need in order to customize the app. The user experience is also designed with extensibility in mind—so it can accommodate extended tools, and you can even insert your own widgets into various parts of the interface.