The cloud platform of the future with incredible reliability built right in
We built PureCloud to include everything you need to run your contact center efficiently. It was built with reliability in mind because, let’s face it, the contact center cannot go down if you expect to deliver a consistent experience.
Built on the geographic and elastic foundation of Amazon Web Services and the true cloud microservices architecture, our solution was built with the reliability in its DNA! With local redundancy capabilities, you are guaranteed service even in the midst of a global disaster.
Multichannel. Unified. Multimodal.
New capabilities and features without interruption
Bottom line, you want your customer experience to be effortless. So how do you reduce customer effort? You start with a single, unified tool that allows your customers to contact you on any device, via any channel, at any time.
Second, you give your agents the tools they need to manage those interactions without desktop downloads or in-depth training. Last, but not least, you give your agents the information they need to better serve the customer.
Improve operations every day
With a seamless and effortless interface
With dynamic performance views, you can deliver consistent customer outcomes by quickly understanding and managing performance in real-time.
The 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
|PureCloud 1||PureCloud 2
|Omnichannel Interactions Management|
|Web Agent Desktop||✔||✔||✔|
|Web Chat, Email||✔||✔|
|Video Customer Service||✔*|
|Priority, FIFO Routing||✔||✔||✔|
|Last Agent Routing||✔||✔|
|Media Type Prioritization||✔*||✔*|
|Customer Choice Routing||✔*|
|External VXML Application Support||✔|
|Agentless, Power, Predictive||✔||✔|
|Listen, Assist, Agent Activation||✔||✔||✔|
|Real-time Performance Views||✔||✔||✔|
|Historical Metrics and Reports||✔||✔||✔|
|3rd Party REST API's||✔||✔||✔|
|Unified Communications Platforms||✔||✔||✔|
|Packaged CRM Integrations||✔**||✔**||✔**|
|PureCloud Public REST API||✔||✔|
* Denotes a Roadmap item
** Denotes available at an additional cost
^ Workforce Management Manual Scheduling
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