Genesys PureConnect

Genesys PureConnect Contact Center Platform

Your Genesys Contact Center gathers critical business data that you can use to improve customer service and increase satisfaction. To do that right, you need to be able to turn that data into actionable insights.

PureConnect from Genesys is a specialized, all-in-one, multi-channel engagement system. Simple to administer, with flexible capabilities that can be adapted to any organization’s unique needs, Genesys PureConnect can be run either on-premise at your business or in the cloud.

Single Platform for Singular Quality

The single platform enables call center organizations to deploy their customer experience processes in a comprehensive way. They are better able to deliver enhanced customer engagement and support, leading to improved customer satisfaction. Agents are better equipped for customer interaction and can use voice or other communications, based on a company’s custom solution, to deliver service excellence.

Configurations and integrations with multiple other systems help to make organizational work flows and processes more efficient. Companies that deploy Genesys PureConnect can improve resource allocation and minimize loss of time for their workers.

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Customer Interaction Center Features

Genesys PureConnect features include:

  • Connecting with customers using multi-channel routing, including phone, email, chat, digital channels, screen sharing, video, and co-browsing
  • Voice self-service,
  • Routing tools
  • Outbound dialing
  • Integrations with leading business CRM solutions like Salesforce
  • Supervisor views and tools for team management
  • Workforce quality management via recording and skills-based routing
  • Custom process tools
Genesys PureConnect

Your Next Call Center Solution

Built to integrate with your other business systems including workforce management and communications systems, PureConnect gives agent users and supervisors the tools and insight to better understand your customers’ needs. It also offers historical and real time reports on self-service support, too, so that you can also see how your customers are using your systems.

Still not sure Genesys PureConnect is right solution for your contact center business? Contact us at Packet Fusion to learn more. As a Genesys partner and solutions provider, we can help with sales, support, and more. Call or email us today.