Learn about PureCloud integrations for your contact center
By: Chris Recio, Director of Contact Center and Advanced Applications
What does PureCloud do?
PureCloud brings all of your contact center’s communication channels together in one easy-to-use platform that makes for better service and faster engagement. As a contact center, you probably have several different providers, solutions, and products that you use to provide the kind of service that your clients love. While you’re doing a great job, it can all be incredibly complex and inefficient. But PureCloud has been designed to make your operation simple. By integrating with all of your current systems and all of your channels of communication, PureCloud lets contact center operators quickly get the big picture, as well as providing the data, analytics, and reports they need to handle calls.
How PureCloud integrates all your applications into one platform
When you use dozens of different applications every day and have different data sets stored across each one, it can be difficult to make them play nice. But this is where PureCloud excels. No matter which or how many CRM systems you use to provide your service, PureCloud connects them all to create a unified experience for the agent and the customer.
All of the leading software solutions can be integrated
The great thing about PureCloud is that virtually every software solution out there can be integrated into the platform. This includes both CRM systems, HR platforms and other telecommunication apps. Here are just a few of the most popular systems it works with:
- Skype for Business
- G Suite
Once they are set up, all of the data on every individual piece of software can be synced and accessed from within the PureCloud system. That means that, while you’ll still need to have subscriptions to every service, you no longer have to switch between them or access them individually. It can all be done inside PureCloud.
Integration creates a consolidated experience for agents
PureCloud can improve almost every area of your contact center. But it is most beneficial for your key staff—your agents. By bringing several data streams together in one place, PureCloud allows agents to get a consolidated and unified interface that provides them with key information such as previous contact history, caller data, and purchase history even if this is all stored in different places.
It enables a complete omnichannel experience
WIth a solution like PureCloud that integrates all your products and software, it doesn’t matter how many times a customer has reached out for service before or on what channel, all of their contact history is in one place. At the same time, if they reach out through multiple channels at once, a solution achieved on one channel will be relayed to every other channel so that the customer is not inundated with responses.
Customers receive a more streamlined experience as a result
Integration is beneficial for customers, too. By integrating your CRM with other apps and services, you use different data streams together to simplify the customer experience. So, instead of having to enter account numbers or listen to recorded messages, PureCloud can use the data at hand to optimize call routing and ensure the customer reaches the agent most qualified to help them as quickly as possible.
To find how you can integrate PureCloud into your contact center, get in touch with a member of our team today.