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PureCloud

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

Voice. Web. Email. Social. Cloud CX Engagement.

PureCloud by Genesys is an All-in-One cloud contact center solution. Providing integrated customer engagement across all channels and ensuring a unified customer experience regardless of which touch point your customer reaches you at.

Deploy PureCloud With IST

Contact IST – Your Trusted Genesys Partner

PureCloud Features

Integrated Omni Channel

CRM Integration

Web Chat

Reporting & Analytics

Social Channel Management

Workforce Optimization

Email Management

Speech Enabled IVR

Why PureCloud

All-In-One Solution

Voice, Email, Chat & Social Channels all integrated in one solution. Track, route and analyze your customer interactions on one single platform.

Reliable, Scalable & Secure

PureCloud’s true cloud architecture allows your organisation quick scalability across channels and agents, continuous delivery of new features and protects you from service outage.

Omni-Channel Engagement

Offer your customers a connected omni-channel experience, connect with them wherever they are, whenever they want effectively and efficently.

Simple UI

Enable agents to recieve, handle and monitor customer interactions swiftly and with ease using PureCloud’s  simple and modern user interface.

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

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