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

Contact IST – Your Trusted Genesys Partner
Features
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 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.
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.
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.
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
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 *
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
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