PureCloud Competitive Advantages

Transcription

1 PureCloud Competitive Advantage Brought to you by: Content 1 3 One: 3 3 l

2 Two: Remote Availability and Uptime All the cloud reliability in the world doen t mean anything if your internet connection i down. PureCloud overcome thi with the Edge a imple cloud-managed appliance that it on your network to provide baic PBX, IVR, ACD, call recording, and other functionality even if your internet connection goe out. It alo allow voice traffic to tay on your network (no voice over the internet), increaing ecurity and providing pritine call quality. You can have a many Edge appliance a you need at a given ite, and handle multiple ite located around the globe. You can ue thi deployment option, a needed. If you prefer, everything, including the telephone line, can be maintained in the cloud. Our two PureCloud deployment option local telephony/ local Edge appliance or completely cloud-baed are alo available on a ite-by-ite bai. For example, you can ue your own telco circuit and local Edge appliance at your headquarter and run completely in the cloud at branch office. Three: Secure Integration One of the drawback of many cloud ervice i how little they integrate with the ret of an IT infratructure. Many require uer to maintain eparate paword and to log in multiple time. Other cloud ervice don t ynchronie with internal ytem, uch a Active Directory and Exchange, which mean that you have to eparately create, delete and adminiter account a employee come and go. And frequently, integration with CRM uch a Saleforce and Zendek require expenive cutomiation and become a maintenance headache a you truggle to keep up with new verion of thee product. PureCloud olve thee problem with the Bridge a oftware appliance that i intalled on your network or in the cloud. Firt, the Bridge ue certificate exchange and encrypted connection to pair with your organiation. Then it ue pre-built plug-in for dozen of popular ytem and ynchronie and integrate with Active Directory, Exchange, SharePoint, Dynamic, Workday, Saleforce, Zendek, SAP, SQL Server, Oracle, and many application. Thi enable you to take advantage of all your critical IT infratructure to reduce adminitration, keep employee information up-to-date and put information about your cutomer at the fingertip of every employee. To top it all off, PureCloud provide ingle ign-on (SSO) capabilitie o your employee don t have to remember yet another paword to log on to multiple application. Four: Lightning-Fat Deployment Geney ha been building market-leading communication and cutomer engagement olution for more than 5 year, o we ve learned a few thing about bet practice. And we built thoe bet practice into PureCloud. We believe that cutomiation i often not needed, o we allow you to chooe from kill-baed routing, cherry picking or advanced bulleye routing with jut a point and click. PureCloud include eay-to-ue policy manager for document management, record retention, call handling, and other critical apect of corporate communication and cutomer engagement. Combining eay ignup, imple telco connectivity via the Edge, painle IT integration via the Bridge, a zero-client-footprint web interface, and built-in bet practice mean you can deploy PureCloud in your entire organiation in a matter of hour. Thi eae of deployment extend to change in your organiation, whether it adding a new remote location or integrating a newly acquired company. PureCloud make it fat and eay. All PureCloud ervice are available over the internet no expenive MPLS connection are required.

3 Five: Simple and Flexible Subcription Term Other cloud vendor want to lock you into long-term contract that are almot impoible to break. They try to lant the entire agreement in their favour and hide behind a complex pricing tructure that can force you to a long-term commitment. PureCloud take a different approach that reduce the complexity and poible friction of the entire proce. Pay u for what you ue each month. Ue our ervice for a long a you like. Quit whenever you like. It that imple. We ll bank on the quality of the application ervice we provide and bet that you ll be o impreed that we ll remain partner for a long time. With thi approach, the rik i on u not you. Six: Conumeried Interface PureCloud feature attractive, modern web and mobile interface that have undergone extenive uer experience deign. Thi make PureCloud a eay for your employee to learn and ue a any popular web app. And with zero dektop footprint, employee only need an up-to-date web brower, uch a Chrome, Firefox, Safari, IE, and Edge. Seven: Location Independence All your employee need to acce PureCloud i an internet connection and a web brower. Thi make it eay to handle remote employee and work-at-home agent; it doen t require complex VPN or expenive MPLS connection. Diater recovery planning i not an iue. And employee can work from anywhere, o your organiation continue to operate even in the face of diater. Eight: Global Capabilitie The PureCloud architecture enable it to handle organiation with any number of ite around the globe. It currently deployed in AWS region in the U.S., Ireland, Autralia and Japan. Thi geographic ditribution allow PureCloud to repect data overeignty law and meet the need of the larget multinational organiation. The Purecloud uer interface i currently available in 15 language and offer built-in peech capabilitie. Viit the PureCloud Reource centre for a full lit, In 017, enhancement to the PureCloud Voice Media tier will allow PureCloud to offer a global telephony infratructure built uing our multi-tenanted micro ervice platform. Thi focu will improve voice quality; deliver automatic update and intant dial tone to PureCloud cutomer around the world with an API driven telephony platform. Nine: Enterprie-Grade Security One of the big concern about cloud application i the poibility of ecurity breache, and we ve gone to extraordinary length to make PureCloud ecure. We benefit from our ue of AWS, which give u datacentre that are already certified for SSAE-1, PCI, HIPAA, FEDRAMP, SOC, and many other regulation. And we encrypt all the traffic between the cloud and your organiation. But that jut the beginning. Mot other cloud vendor concentrate on keeping intruder out, but have little protection if intruder get in. We encrypt all the traffic inide the cloud a well a all our data at ret. Thi i what allow u to pa tringent certification uch a HIPAA. We alo perform contant automated intruion detection a well a periodic certification tet uing well-known companie uch a Trutwave. A noted, you can keep all voice traffic completely encrypted on your own network uing our Edge appliance. With PureCloud, your valuable internal and external communication can be a ecure a you want and need them to be. 3

4 Ten: Flexible Communication Option Think of PureCloud a having three layer. At the bae i a foundation of modern enterprie collaboration capabilitie a rich organiational directory, chat room, intant meaging, video conferencing, and full mobile device upport. Next i a layer of claic enterprie communication with full IP PBX, voic , conferencing, and fax capabilitie. The final layer i the bet et of cutomer engagement functionalitie on the market. With PureCloud, you can ue all three layer or only the one you want. For example, you can ue the cutomer engagement capabilitie of PureCloud in conjunction with your exiting enterprie collaboration tool, uch a Microoft Lync, Skype for Buine, etc., a well a with your current IP PBX, including Cico Call Manager, Avaya PBX, Microoft Lync, etc. Another option i to ue PureCloud for the entire olution from enterprie collaboration to corporate communication to cutomer engagement. Eleven: Optional Telco Voice Service PureCloud i one of the few cloud communication ervice that give you the option to manage your own telco relationhip with local trunk coming into your location or you can let u handle the telco work. PureCloud Voice i a et of advanced telco ervice that provide toll-free number, DID number, inbound and outbound circuit, and other telecommunication ervice that can be proviioned from our webite. And PureCloud Voice ha connection to multiple carrier, o it eaily route around failure. Thi mean you re not completely reliant on a ingle carrier. Our voice ervice are offered at competitive rate and are included in a ingle bill with your application ervice. Twelve: Complete Omnichannel Routing Allowing cutomer to initiate interaction by phone, and web chat i now table take for any cutomer engagement product. PureCloud provide that capability with almot no effort on your part. You can eaily open all channel of communication and then queue and route them according to language, required kill, etc. Supervior can monitor all type of interaction in real time and record them for quality or analye them uing your preferred buine intelligence tool. Uing the document management capabilitie built into PureCloud, you can create librarie of repone that are generated automatically baed on word-potting or other emantic analyi. Agent can eaily acce thee repone librarie and include vetted information in their repone to cutomer whether the interaction occurred via phone, or web chat. Soon PureCloud capabilitie will go beyond traditional channel to include ocial media (Twitter, Facebook, etc. and variou other meaging app like SMS, WhatApp, WeChat, etc. PureCloud multimodal capabilitie include eamle channel witching from webchat to video chat. Thirteen: Advanced Multimodal Interaction Communication channel are growing at a dizzying pace, and that creating more demanding cutomer. It no longer ufficient to allow your cutomer to chooe one of everal interaction channel. Increaingly, they want to ue multiple channel at the ame time. We call thee multimodal interaction becaue they might involve a phone call, a web chat and a co-browing eion on your webite imultaneouly. For example, a cutomer call into your freephone number with a quetion about ordering omething from your webite. The agent they peak with might then give them a code to enter on the webite that launche a co-browing eion during which the cutomer and agent ee the ame thing and take turn driving. Such a co-browing eion alo might be launched from an initial web chat. PureCloud ha thee capabilitie and more, including cutomer and agent video. With PureCloud you can keep up with rapidly changing cutomer expectation, uing all thee modern technologie to create extremely peronal and engaging interaction opportunitie. For example, PureCloud ha developed virtual reality proof of concept capabilitie that allow cutomer and agent to jointly walk through virtual pace, uch a home, apartment, cruie liner, department tore, etc. Every apect of thee new multimodal interaction that are developed can be upervied, tracked, recorded, and analyed a if they were ingle-mode interaction.

5 In a world where cutomer ervice expectation are changing at lightning peed, PureCloud give u a eriou competitive advantage. Quicken Inc. Fourteen: Outbound Interaction PureCloud doen t olely handle inbound call and omnichannel interaction. It alo ha powerful outbound capabilitie, including preview dialling, progreive dialling, and predictive dialling. Webbaed campaign management make it eay to upload contact lit and ue them in a way that adhere to all applicable regulation. PureCloud include upport for Do Not Call (DNC lit and callback. Sophiticated call-progre detection provide the indutry mot accurate anwering machine and live peaker detection, with patented fingerprint technology that ue a databae of thouand of tone and meage from telephone ytem around the globe. In addition, PureCloud enable agentle dialling campaign for emergency notification, right party contact and other application. Fifteen: Quality Monitoring PureCloud make it eay to monitor the quality of the ervice that your organiation provide. It tart with tereo call recording, meaning that agent and cutomer audio are maintained in eparate channel. PureCloud alo record meage, web chat and other type of interaction, o you alway have a complete picture of what occurred during an interaction. The policy manager within PureCloud enable you to determine how long to keep recording, which can be everal year if that what you need. A built-in evaluation workflow enable you to create cutomied evaluation form that upervior ue to grade performance for feedback to agent. PureCloud with your IT infratructure, uch a building new plugin for the PureCloud Bridge to ynchronie data between PureCloud and variou proprietary ytem you ue. And finally, a growing number of technology partner offer ervice that extend PureCloud in meaningful way. For example, Leon.ly provide e-learning capabilitie that are tightly integrated with PureCloud to enable upervior to create training module that are puhed out to contact centre agent. Sixteen: Graphical Scripting An intuitive cript builder let you create graphical cript that are automatically preented to agent for outbound or inbound interaction. Script can alo be peronalied about the current cutomer or incorporate information from databae. And you can ue information collected during interaction to update the underlying call lit and databae. The ame graphical cripting interface i ued to build evaluation for quality monitoring. Seventeen: Real-Time Superviion PureCloud allow upervior to view the current tate of operation at a glance and receive automated alert on unuual condition. Supervior can ue a imple brower-baed interface or a pecialied ipad app that enable them to walk around the contact centre floor and ee what going on. They can alo monitor every cutomer and agent interaction whether it a phone call, , web chat or another interaction or watch queue tatitic in real time to verify adherence to SLA and et alert. Agent can ue built-in collaboration capabilitie of PureCloud to ak quetion and hare their dektop with upervior for additional help. Eighteen: Powerful Workforce Optimiation With PureCloud, there no need to purchae an expenive third-party workforce optimiation uite. Agent can ee their chedule within the main brower interface, while upervior view the ame information for all agent in their charge and make change with imple drag-and-drop operation. Short-term forecating and the automatic chedule generation for omnichannel routing enable your contact centre to run in the mot efficient way poible. 5

6 Nineteen: Twenty: Twenty-One: Twenty-Two: Twenty-Three: For more information, contact: Ian Gough Sale Director Geney power more than 5 billion of the world bet cutomer experience each year. Our ucce come from connecting employee and cutomer converation on any channel, every day. Over 10,000 companie in more than 100 countrie trut our #1 cutomer experience platform to drive great buine outcome. Geney onpremie and cloud olution are built to be fluid, intinctive and profoundly empowering. Combining the bet of technology and human ingenuity, we work the way you think. E: ian.gough@qpc.com M: + (0) Geney and the Geney logo are regitered trademark of Geney. All other company name and logo may be trademark or regitered trademark of their repective holder. 018 Geney. All right reerved.