Changes in the customer experience journey are happening fast. There is no slowing down or stopping the convergence of technology and the increasing demands for quick, relevant and personalized customer interactions. The stakes are high when it comes to the customer experience and it is not just the Contact Center that needs to be involved. A connected organization is critical in leveraging customer data in order to deliver on customer expectations.
Transformation is not just about the advances in technology, it’s about how we are using the information gathered across the organization, at every entry point of interaction, in order to deliver a seamless, consistent and effortless experience.
Genesys solutions deliver a unified approach to omnichannel customer experience, offering real-time visibility into business performance and integrated tools to make it simple to deploy and manage. Offered in two platforms, PureCloud and PureConnect, Genesys solutions deliver a consistent, seamless contact center solution that simplifies administration, increases business efficiencies and reduces costs for an effortless experience.
A Complete Contact Center
Analytics and reporting
Customer Engagement Solutions
Deliver a complete customer experience with PureConnect, an all-in-one omnichannel contact center and communications solution. Unify communications across channels in order to deliver a more personalized and relevant self-service interaction. The all-in-one platform easily integrates into other third-party contact center solutions to deliver a unified view of communications and increase overall business productivity.
PureConnect reaches across the enterprise, empowering contact center agents, supervisors and business users to provide a consistent seamless customer experience, as well as boost business efficiency and performance across channels.
All-in-one platform to seamlessly consolidate business communications
Delivers a dynamic customer experience with omnichannel self-service
Outbound campaign delivery and management
Analytics dashboard and reporting for real time business performance
Customer self-service and eservice automation
CRM and third-party integration (Salesforce, Microsoft, Oracle)
Create a seamless, consolidated view of conversations and interactions all in one place. PureCloud, a cloud-based contact center solution that combines customer conversations into a single view, enables enhanced collaboration and real-time visibility into business performance.
PureCloud is the first multitenant, enterprise-grade Contact Center as a Service (CCaaS) platform delivered through Amazon Web Services (AWS) Microservice Architecture. It helps businesses manage and understand all communications – phone, email, chat and more – allowing collaboration and unified, consistent communication to best deliver a dynamic customer experience.
Easy to deploy, easy to use, easy to manage
Flexible environment that scales to meet evolving customer needs
Interactive dashboard for real-time view of contact center performance
Simplified unified communications with support for VoIP and SIP options, full IVR, ACD and call recording capabilities
Simplified drag-n-drop call flow development, making deployment and changes easy
Companies need to handle each and every customer interaction with care and then deliver services in the most appropriate way. Inconsistent client transactions in your Contact Center can result in missed revenue opportunities or worse yet, may even drive your customers away. Genesys Workforce Optimization solution offers a complete suite of integrated capabilities to accommodate omnichannel customer transactions and the workforce that takes care of them. Workforce Management is the key component of the solution. Featuring accurate forecasting and cost-effective scheduling, WFM reduces manual work, increases first contact resolution and improves call center agent productivity. Recording, Quality Management, Agent Coaching and Speech and Text Analytics round out this full service solution for front and back office tasks.