InContact

1

Cloud Agility

The first native cloud solution, born and raised in the cloud, with several years spent perfecting this architecture. Built in-house with rapid release cycles–over 100 features released in the last 6 months! 

Late to the party with a cobbled-together cloud solution comprised by three separate companies

2

All-in-One Solution

A single, all-in-one customer engagement, unified communications and collaboration solution.

You only get a contact center. Dependence on partners to provide a full UCaaS/CCaaS offer.

3

Transparency

PureCloud offers full transparency. Pricing, SLAs, up-time, plus a complete online resource center full of tutorials, documentation and knowledge articles. We have nothing to hide and it keeps us accountable to our customers.

Shrouded in mystery. Do not publish pricing, SLA details or uptime. Complete lack of transparency. What are they hiding?

4

Open Platform

An API-first, native cloud platform that spans every facet of the solution and reduces the learning curve for integrations. Lets you easily integrate your existing apps today and gives you a platform for the future. Includes a public developer forum and many video tutorials.

APIs are an afterthought and not designed from the ground up. Discreet APIs with no platform-level API. A locked developer forum that requires you to sign in.

Again, what could they be hiding?

5

Pricing and Terms

$69, $99, or $129 per agent: PureCloud 1, 2, or 3. It’s that simple. Annual and month-to-month options available. Simple pricing, flexible terms. Full pricing transparency on our public site.

Hidden pricing. Need email or chat? That’s an extra $10 each. WFO? That will cost you more. And on it goes!

6

DIY Administration

DIY admin and more. Manage contact flows, queues, skills and more with a simple UI that keeps you in full control. PureCloud provides in app user guidance, a robust resource center for admins and users and online training center and community.

You will need an experienced IT admin and lots of time.

7

Community

An active, thriving online community of customers, partners, developers and product managers. Ask questions–get answers. Evaluate new features. Suggest future enhancements. Be a participant in the evolution of PureCloud.

The CXone cloud solution hardly has any content on the website (let alone any online forums).

8

User Interface

Simple & consistent user experience

PureCloud is easy to learn. The user interface is straightforward integrated and intuitive. Our customers say it just makes sense. Everything your agent needs is build inside.

Take a look and see for yourself.

9

Innovation

Innovation & award-winning architecture. The PureCloud Platform® is the first CX platform build using microservices architecture. You get scalability, reliability, resiliency and all the agility of a true cloud solution. Innovate your customers’ experience with new features fast. Continuous deployment means that upgrades are as simple as a browser refresh

Just beginning the technology transition that PureCloud began 4+ years ago with the move to AWS, microservices based architecture.

10

Leadership

Genesys is the undisputed leader for customer engagement software. For the ninth year, we are honored to be positioned as a leader in the 2017 Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide. Gartner placed Genesys highest amongst all vendors in ability to execute and completeness of vision.

Only a North America player for Gartner Magic Quadrant for "Contact Center as a Service." No strong global presence. In comparison, Interactive Intelligence–a Genesys company–was named a leader two years in a row (Gartner Magic Quadrant for CCaaS, North America). You will also find us in the 2016 CCaaS Magic Quadrant for Western Europe.

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