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Genesys Cloud

The All-in-one Cloud Contact Center Solution By Genesys

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Connect phone, email, chat, and social
through one seamless tool.

The Genesys Cloud offering is both an all-in-one public cloud solution and an innovative cloud development platform. The Genesys Cloud solution delivers the broadest and deepest set of CCaaS capabilities available using a single, all-in-one design to speed deployment, reduce complexity, and simplify administration. The Genesys Cloud platform is designed to help you manage change in a secure, reliable, and scalable way.

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Contact IST – Your Trusted Genesys Partner

Features

Digital Channels

Chat, Email, SMS, Messaging Apps, Co-browse and screen share and more..

Customer Self-Services

Speech-enabled IVR, Voicebots and Chatbots

Voice Services

Genesys Cloud Voice, Bring Your Own Carrier (BYOC), and DIY Administration.

Inbound Routing

Inbound Voice Routing (ACD), Voicemail, and Callback.

Outbound Campaigns

Outbound Campaigns, Inbound/Outbound Blending and Proactive Notifications.

Workforce Management

Employee Performance, Resource Management, and Quality Assurance.

Unified Communications

Anywhere Access, Business Communications, and Agent Collaboration.

Reporting and Analytics

Performance Dashboards, Historical Reporting, Real-Time and Historical Views.

Integration and Apps

AppFoundry Marketplace, Prebuilt Integrations, and Genesys Cloud Platform.

Why We Love Genesys Cloud

All-in-one design. Speed progress, reduce complexity, and simplify the user experience. Cloud-native architecture. The first CCaaS leader to use a true microservices-based native cloud architecture to deliver continuous innovation. Access updates and innovative services, like AI-powered journeys, new digital channels, workforce engagement solutions, and more, as soon as they’re released. Composable platform approach. An open development platform with a high feature velocity of innovative CX capabilities you don’t have to build, allowing you to create custom experiences for customers and employees. Quickly deliver differentiated experiences while maximizing return on existing investments. Trusted platform. A secure, reliable, and scalable platform with publicly available uptime and no maintenance downtime for continuous feature releases. Manage change confidently by avoiding unnecessary risk. Global presence. Active customers in more than 70 countries, support for 18 languages, Have a solution proven to meet the needs of
your region.

Customer Engagement By Genesys

PureCloud Testimonials

  • IST was the chosen partner to implement and integrate Genesys omnichannel solution with our bespoke applications, thanks to thier local experience & support in KSA.

    Saeed Basad
    Saeed Basad Call Center Technologies Director - STC

  • IST made a great job of installing the solution and their experts always respond on the spot if we need support.

    Sary Shukry
    Sary Shukry Head of Operation Development, Complaint Management & Mobile Number Portability, Mobily

  • Although there are 3 main providers for Genesys solutions in Egypt, IST won our business. Above all, they offered the best support SLA. Thank You, IST.

    Abdulazziz Hussien Korany
    Abdulazziz Hussien Korany Customer Service Director, Egypt Post
Implement

IST has implemented CX systems since 2002, our team of experts are well equipped to implement your PureCloud Customer Engagement Centre that will meet your business and customer needs.

Manage

Managing your PureCloud Customer Engagement Centre for high performance requires experience and time. Allow IST to manage your IVR call flows, report customization, agent management and much more. We have you covered.

Enhance

PureCloud is flexible and grows with your business. As your needs change, allow IST consultants to recommend enhancements and add new features so you achieve your business objectives.

Train

Your agents are your greatest asset. IST can train your Customer Engagement team to fully utilize all the features of PureCloud and design dedicated training plans to achieve your business targets.

IST PureCloud Features

PureCloud 1

Omnichannel Interaction Management

  • Web Agent Desktop
  • Voice
  • Wrap up codes
  • Speech Enabled IVR

Outbound Campaigns

  • Preview, Progressive
  • Campaign Management
  • Compliance

Workforce Optimization

  • Voice recording

Supervisor Features

  • Listen, Assist, Agent activation
  • Real-time performance views
  • Historical Metrics and Reports

Integration

  • 3rd Party REST APIs
  • Unified Communications Platform
  • Packaged CRM Integrations *

PureCloud 2

Omnichannel Interaction Management

  • Web Agent Desktop
  • Voice
  • Wrap up codes
  • Speech Enabled IVR
  • Web, Chat, Email
  • Response Management
  • Call Back

Outbound Campaigns

  • Preview, Progressive
  • Campaign Management
  • Compliance
  • Graphical Scripting
  • Script Designer
  • Agentless, Power, Predictive
  • Inbound/ Outbound Blending

Workforce Optimization

  • Voice recording
  • Quality Evaluations
  • Omni Channel Recording
  • Workforce Management ^

Supervisor Features

  • Listen, Assist, Agent activation
  • Real-time performance views
  • Historical Metrics and Reports
  • iPad App

Integration

  • 3rd Party REST APIs
  • Unified Communications Platform
  • Packaged CRM Integrations *
  • PureCloud Public REST API

PureCloud 3

Omnichannel Interaction Management

  • Web Agent Desktop
  • Voice
  • Wrap up codes
  • Speech Enabled IVR
  • Web, Chat, Email
  • Response Management
  • Call Back
  • Social Channel Management

Outbound Campaigns

  • Preview, Progressive
  • Campaign Management
  • Compliance
  • Graphical Scripting
  • Script Designer
  • Agentless, Power, Predictive
  • Inbound/Outbound Blending

Workforce Optimization

  • Voice recording
  • Quality Evaluations
  • Omni Channel Recording
  • Workforce Management

Supervisor Features

  • Listen, Assist, Agent activation
  • Real-time performance views
  • Historical Metrics and Reports
  • iPad App

Integration

  • 3rd Party REST APIs
  • Unified Communications Platform
  • Packaged CRM Integrations *
  • PureCloud Public REST API