Top Genesys PureCloud Alternatives

The contact center of a company often has a lot to tackle at once. Taking calls of hundreds or thousands of distressed customers each day, while sifting through the information, having to patch up connections to the relevant experts at the same time, all while ensuring that the connection is stable, can be very strenuous. The cloud-based Genesys PureCloud platform seeks to change how the contact center works by revolutionizing routine processes through integration, automation, and digital transformations. Also, its scalability ensures that everyone gets the same ROI regardless of the number of calls they attend daily.

Receiving and resolving queries through multiple channels

A modern call center can see that they cannot merely rely on the calling channel. They, instead, must broaden their horizons and include communication channels based on the internet. However, for a company that is already weak in the calling department, this might seem like overkill. Fortunately, the Genesys PureCloud platform gives the contact center total control over several channels at once. This omnichannel nature endears it to the company, as through it, they can launch a multifaceted strategy to get leads and convert them to customers. This also increases their preparedness and opens up new avenues of problem resolution.

Features that can skyrocket customer experience

Genesys PureCloud isn't the favorite call center management of the world without any reason. It features include the bare essentials that must be in every similar application, and then some more. For example, it has the features to handle both incoming and outgoing calls and stabilize the connections, ensuring no interruptions. Apart from these, the platform also has the ability to route calls to the correct person automatically. There are also certain automation features in communication, like interactive voice responses and self-service with automated assistance.

Analytics that make contact centers future-ready

Last but not least, the Genesys PureCloud platform allows companies to change themselves for the better with each call through data analysis. This data can not only be used by the company to find out the major bugs of their programs but also can be used to measure the efficiency of their customer service.