Fill your day with discussions, not dial tones—and run your contact center more efficiently.
Leverage your workforce for both inbound and outbound calls
Blended agents are 14% more productive, according to the Dimension Data 2017 Call Center Benchmarking report.
Help agents control the conversation and adhere to compliance standards with scripts that are built right into their core contact center application.
Skip answering machines, busy signals and uncompleted calls; only activate an agent once a call is connected.
Populate agent displays with information about calls, customers and your campaign goals.
Automatically dial, show the ideal call script and capture customer data in a single screen-pop.
Monitor the active state of campaigns to track overall progress while connecting rates and other details.
Track each activity and its results in a centrally managed database, for a complete view of the customer engagement.
Let your agents be productive from any location with a web-based interface and standard VoIP features.
Get more from each call. This predictive dialer integrates with your customer interaction software to boost outbound dialing, elevate agent productivity and improve contact success rates.
Dialing based on your agents’ skills and availability is a perfect option for state-based licensing. Be certain that the agent contacting your customers is fully informed and ready to facilitate a simple interaction.
Comprehensive multisite campaign management tools coordinate your outbound call center efforts across sites, and even internationally to increase the effectiveness of your distributed teams.
With information on both inbound and outbound historical calls stored in a single system, you can utilize call blending to provide an integrated, personalized experience for each of your customers.
“We selected PureConnect based on its great feature functionality, … We could see that it would be easy for our call center staff to master and would significantly improve their productivity.”
-Anthony Rivas, CEO, Collection House
Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.
