Description

Genesys PureConnect (formerly Interactive Intelligence Customer Interaction Center (CIC)) is an omnichannel contact center and communications solution designed for call centers. It enables users to consolidate call center and business communications infrastructures, streamline performance measurement and management across channels, route the customers to appropriate agents, access company and group directories, and automate the administrative operations. Features include customer experience management, real-time speech analytics, event processing engine, a self-service portal, workforce engagement management (WEM), and reporting capabilities.