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Genesys PureEngage

Genesys PureEngage Enterprise Omnichannel Customer Engage Platform

Omnichannel Customer Engagement

Genesys PureEngage has best-in-class capabilities delivered with simplicity to maximize first contact resolution, meet customer SLAs, improve website sales conversions, optimize cross-sell revenue from existing customers and improve customer loyalty. It also improves employee satisfaction and results, and reduces the cost of operations through efficiency gains. All of this is delivered over your customers’ channels of choice, with low customer effort.

Genesys PureEngage  is designed for large organizations that require highly scalable and customized call center solutions. With the Genesys Customer Experience Platform, you will power optimal customer experiences that deliver consistent, seamless and personalized journey-appropriate experiences across all touchpoints, channels, and interactions. By journey-appropriate we mean that the experience delivered, whether via self-service or human-assisted, matches the expectations of your customers, aligning with the stage and type of their present journey. This approach will drive your NPS and Customer Effort scores in the right direction.

Hear From Genesys

“We are very proud of IST – in less than three years they have stepped up and achieved such great results. Delivering innovation in a very competitive and challenging market is not easy. Over the last couple of years, IST has done a great job delivering customer success to major Genesys clients in the region and helping accelerate our new strategic solutions to the market. Now with their latest cloud offering powered by Genesys, there are new opportunities to deliver unique value on digital customer experience in the region”.

Mohamed Afifi

Managing Director, Middle East – Genesys

Enquire About Genesys PureEngage

Key Capabilities

Scale up to unlimited seats

Full customer experience capabilities

Full customer experience capabilities for a sophisticated, cross-channel enterprise contact center, supporting unlimited agent deployments and global reach.

Cross-channel data services

Cross-channel data services provide context to achieve optimal customer experiences.

Integrated Omni Channel

Integrated self-service, analytics, workforce and back-office optimization for peak performance.

Built-in support

Built-in support for remote and branch workers to span locations and geographies.

Flexible deployment

Flexible deployment for on-premises, cloud or hybrid cloud configurations.

Advanced Customization

Advanced capability customization to meet your unique requirements.

Third party integration

Advanced third-party integration to protect legacy investments and support connections to CRM, ERP and BPM systems.

Unlimited scalability

Unlimited scalability across geographies to meet the needs of a large and dispersed enterprise call center

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Engage across the entire customer journey

Every step of the customer journey is an opportunity to build brand loyalty and create better business outcomes. The PureEngage platform enables you to maximize these opportunities with true omnichannel engagement across the entire customer journey.

  • Orchestrate inbound and outbound engagement across all touchpoints, channels and resources
  • Seamlessly integrate voice and digital channels, including video, email, chat, social, mobile, web, SMS, and asynchronous messaging.
  • Gain visibility into all skilled resources in real time and match every interaction to the best resource with predictive matching.
  • Leverage artificial intelligent (AI) to automate dialogs in self-service and choose the best agent with predictive routing in assisted service.

Plan for the future with predictive analytics

The usefulness of customer data doesn’t stop when an issue is resolved. When predictive analytics is integrated with your contact center platform, you can leverage historical data and business intelligence to recognize trends and plan for future scenarios. Analytics enables you to:

  • Anticipate future issues and contact requests

  • Train your agents so they’re ready to resolve any problem they might encounter

  • Plan for fluctuations in contact requests and plan your staffing accordingly

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Why Genesys Messaging for Apple Business Chat Beta

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1) Leverage a single omnichannel customer experience platform with persistent context.

2) Provide integrated agent assistance and a rich agent experience with full awareness and context using patented Blended AI by Genesys, including Customer Service AI known as Kate.

3) Support key Apple Business Chat Beta features including:

  • Multiple entry points

  • iMessage applications

  • Use of existing iOS features

  • Payments through Apple Pay

  • Pre-populated answer options

  • Rich images and videos

  • Simple scheduling options with built-in lists