Genesys PureCloud - Cloud Contact Center
Connect phone, email, chat and social media through one easy-to-use tool ...
Customer experience is key differentiation in modern era, and cloud contact center solution can help companies move towards an omni-channel contact center that connects all the customer touch points. Genesys PureCloud platform captures and consolidates customer conversations in one place, give a complete customer engagement and communication solution so you can provide a great customer experience.
A Forrester study analyzed real companies using the Genesys PureCloud call center platform and showed the measurable impact of using a consolidated, intuitive application:
A Forrester study analyzed real companies using the Genesys PureCloud call center platform and showed the measurable impact of using a consolidated, intuitive application:
- Improved productivity by $2.6 million: There was a 25% improvement in productivity for a composite organization with 160 annual agents and 105 seasonal agents when using the PureCloud platform. That improvement netted $2.6 million in cost savings.
- Improved employee retention resulted in a benefit of $255,000: Employee turnover rates dropped from 30% to 15% because of the technology’s ease of use and improved visibility. Better tools create happier agents
PureCloud makes relationships simple
- Omni Channel Routing: Your customer can connect with you on any channel and your system will recognize that customer, and route them to the best agent.
- Outbound Campaigns (Dialer): Execute dial modes and campaign tactics that keep agents productive, costs low and contact rates high.
- Workforce Optimization: Capabilities include multichannel recording, quality management, workforce management, performance monitoring and more.
- WebRTC Softphone: Use your browser as a phone. Simply plug in your headset and go.
Why Genesys PureCloud?
- Cloud Agility: PureCloud by Genesys is a true, native cloud 2.0 solution that’s built to deliver continuous and rapid innovation. As the first cloud contact center platform built using microservices, PureCloud is comprised of hundreds of small, independent micoservices that can recover quickly if they fail. Built on the geographic and elastic foundation of Amazon Web Services, PureCloud by Genesys is stable, reliable and offers unlimited scalability. And with local survivability capabilities, you’re guaranteed service—even in the event of a global disaster.
- All-in-one Solution: By blending unified communications and collaboration with contact centre software, PureCloud by Genesys uses your entire organization to support and improve the customer experience. The platform bridges organizational silos for effortless collaboration via chat, video and calls throughout your company. Out of the box, the PureCloud solution includes all the technology required to stay focused on your customers, such as advanced ACD routing for interactions all on channels, customer co-browse and screen share, self-service IVR, outbound campaigns, quality monitoring and assurance, workforce management, graphical agent scripting, and real-time and historical reporting.
- Fast & Easy Deployment: With PureCloud by Genesys, you’re up and running in hours or weeks—not months— because of easy sign-up and activation, simple telco connectivity and a zero-client footprint web interface. PureCloud offers built-in best practices and allows you to choose one of many deployment approaches that you can simply click on, including skills-based routing or advanced bullseye routing. Easy-to-use policy managers enable document management, recording retention, call handling and many other critical aspects of customer engagement.
- Simple Pricing & Flexible Term: Genesys offers full pricing transparency and options, which you can easily view on our
website. We charge per agent for PureCloud, and that includes supervisor, outbound, agent scripting, workforce optimization, speech, collaboration and business-user phone features. Options are also flexible, allowing you to select annual and month-to-month subscriptions based on your need. - End-to-end Omnichannel Management: PureCloud unifies all communication channels, interactions and work items through omnichannel routing, enabling you to design, monitor and tune the entire customer journey while delivering a consistent omnichannel customer experience. Agents handle not only concurrent interactions, but also seamlessly switch among multiple channel types simultaneously.
- Easy to Learn: PureCloud by Genesys is easy to learn, with a straightforward, integrated and intuitive user interface that’s built for collaboration. Everything your agent needs is built-in to automate tasks, get insights into customer journeys and gain operational efficiencies. As a single desktop application, PureCloud works with your CRM applications and controls all interactions and work items, enabling you to provide consistent, contextual customer service while using enterprise-grade security, stability and functionality.
Cloud Contact Centre solution for any type of business
A cloud based contact center may not be the best choice for every organization, but many businesses will find the cloud to be a viable, and even superior, choice for their contact center. No matter what type and size of your business, we have a suitable cloud solution for you.
A cloud based contact center may not be the best choice for every organization, but many businesses will find the cloud to be a viable, and even superior, choice for their contact center. No matter what type and size of your business, we have a suitable cloud solution for you.
- Cloud call center for Bank / Insurance (FSI)
- Cloud call center for Enterprise
- Cloud call center for Small Medium Business (SMB)
On-Premise vs Cloud
A large part of the call center industry is still maintaining their critical customer data using traditional on-premise solutions. Physical software systems dominate the on-premise call center, dedicated communication servers, headsets that are installed, configured, licensed and made compatible for their industries. The on-premise contact center have their own pros and cons. Businesses that choose on-premise contact center are responsible for the maintenance and upgrades of their software systems. One of the core reasons for choosing an on-premise contact center is the reliability of connection between the customers and the representatives. On-premise contact center also have their limitations. Strategic and budgetary decisions from setup to operational costs come into the picture while adopting them.
On the other side, Cloud-based contact center is offering an innovative way to approach the pitfalls of your business that improve customer interaction, driving customer satisfaction, as well as identifying areas within the organisation that would best benefit from the implementation of this model. Cloud call center software offers the tools and functionalities that are most relevant for any industry, integrated with the different software that assists in delivering a seamless customer relationship journey. In cloud-based center, there is no requirement of hardware which ultimately eliminates the problem of maintaining the equipment and its upgrades.
Cloud-based call centers are a part of the organisational plan of those who believe in high profitability by improving operational costs and quality of the customer service. Organisations are taking the step to focus on streamlining technology to benefit customers by creating a profitable customer engagement hub under low infrastructure costs.
Why you should move to cloud contact center:
A large part of the call center industry is still maintaining their critical customer data using traditional on-premise solutions. Physical software systems dominate the on-premise call center, dedicated communication servers, headsets that are installed, configured, licensed and made compatible for their industries. The on-premise contact center have their own pros and cons. Businesses that choose on-premise contact center are responsible for the maintenance and upgrades of their software systems. One of the core reasons for choosing an on-premise contact center is the reliability of connection between the customers and the representatives. On-premise contact center also have their limitations. Strategic and budgetary decisions from setup to operational costs come into the picture while adopting them.
On the other side, Cloud-based contact center is offering an innovative way to approach the pitfalls of your business that improve customer interaction, driving customer satisfaction, as well as identifying areas within the organisation that would best benefit from the implementation of this model. Cloud call center software offers the tools and functionalities that are most relevant for any industry, integrated with the different software that assists in delivering a seamless customer relationship journey. In cloud-based center, there is no requirement of hardware which ultimately eliminates the problem of maintaining the equipment and its upgrades.
Cloud-based call centers are a part of the organisational plan of those who believe in high profitability by improving operational costs and quality of the customer service. Organisations are taking the step to focus on streamlining technology to benefit customers by creating a profitable customer engagement hub under low infrastructure costs.
Why you should move to cloud contact center:
- Lower cost: On average, both initial and ongoing cost of cloud solutions are a fraction of the cost of on-premise contact center solution. Unlike on-premise solutions, cloud solutions require little to no hardware or software investment. Additionally, cloud solutions charge ongoing subscription fees, rather than annual license maintenance fee plus upgrade cost.
- Flexibility: As customer communication volume fluctuates, a cloud contact center can take advantage of the flexibility in the cloud capacity. Meanwhile, on-premise contact center require more hardware and physical space to support spikes in contact volume.
- Time to value: Cloud solutions take less time to configure and deploy and are easier to use than on-premise applications, which facilitates faster user adoption.
- Workforce optimization: The cloud makes it easier to manage contact center agents.Cloud solutions increased agent productivity, easier handling of multiple channels, mobility of employees, and greater functionality with scheduling and self-service.
Selindo Alpha is an authorized partner of Genesys PureCloud in Indonesia, contact us for demo / consultation.
