Description

Genesys PureCloud (is now Genesys Cloud) is a cloud-based enterprise-grade communication, collaboration and contact center management platform designed for contact centers. It enables users to visualize the performance of customers, call center agents and interactions with a dashboard, check the public-facing status page for live updates and proactive notifications, escalate conversations to a voice or video call, optimize available resources and balance workloads across multiple sites, as well as search voice interactions for keywords and phrases. Features include routing management, predictive routing, knowledge management, reporting integration, customer journey analytics, and performance management.