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

Chat, Email, SMS, Messaging Apps, Co-browse and screen share and more..Speech-enabled IVR, Voicebots and ChatbotsGenesys Cloud Voice, Bring Your Own Carrier (BYOC), and DIY Administration.Inbound Voice Routing (ACD), Voicemail, and Callback.Outbound Campaigns, Inbound/Outbound Blending and Proactive Notifications.Employee Performance, Resource Management, and Quality Assurance.Anywhere Access, Business Communications, and Agent Collaboration.Performance Dashboards, Historical Reporting, Real-Time and Historical Views.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 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