Embed Size (px)
Citation preview
Abundance Of
Choice
Choosing Genesys PureCloud
Omnichannel Customer Support
nGAGEMENT: The Perfect Addition to Genesys PureCloud
Omnichannel Journey
Integrations & Apps
Forrester and
Gartner
About nGUVU
240+ Solutions For Contact Centers
Apps, Platforms & Tools For Call Centers
G2Crowd, one of the largest aggregators of information on various platforms and software tools (a part of
Gartner), has a dedicated segment for contact center solutions. This section covers three platform
categories, with over 240 platforms listed across the three categories: Contact Center Infrastructure
Software, Contact Center Workforce Software, and Telecom Services for Call Center Software.
PureCloud & PureConnect: Leaders of the Contact Center Infrastructure Category
Social
Phone
Chat
SMS
A contact center
agent can interact with
the same customer
across an average of 4 or
more channels, all within
the same day.
The Contact Center Infrastructure Solutions category is the leader in terms of diversity, with over 175
solutions listed.
Contact Center Platforms & G2Crowd
Diversity Of Choice For Call Centers (CC)
Infrastructure Software - CC Workforce Solutions - CC Telecom Services - CC
175
36
30Con
tact
Cen
ter P
latfo
rms
0 100 200
Genesys PureCloud and Genesys PureConnect lead the pack both in market presence and customer
satisfaction, according to G2Crowd data and verified customer feedback.
Contact Center leaders in Infrastructure Solutions
175 Platforms: A Lot To Choose From
The Contact Center Infrastructure Solution category boasts 175 platforms, with over 600 reviews and
comments from confirmed and verified customers.
The Omnichannel Customer Journey
Many Solutions, One Platform
Phone, Email, SMS, Chat... Genesys PureCloud enablescontact center agents to engage with customers acrossall key channels within a single platform.
&
Integrations | API | Open Platform
Genesys App Exchange Holds 200+ Add-On Platforms
An open platform philosophy makes Genesys
highly accessible, offering a variety of add-ons
and apps to their PureCloud platform.
Genesys AppFoundry lists hundreds of integrated
add-on platforms and tools.
Workforce management, analytics, workforce
optimization, collaboration, gamification and
employee engagement; you name it, it's available.
App Exchange
Genesys App Exchange: Add-ons, Integrations, Partner Apps
Business Optimization, Customer Engagement, and Employee Engagement are three main categories
of apps, platforms, and add-ons integrated with Genesys PureCloud - and there are over 200 of
them. Here are the top integrated solution categories:
89
Business Optimization
83
46
Customer Engagement
Employee Engagement
Forrester & Gartner
Forrester & Gartner Consider Genesys PureCloud a Leading Platform
Both Forrester and Gartner are recognized as top management consulting and research companies,
with an impressive variety of published research.
As a part of their research, Forrester's "Wave Report" and Gartner's "Magic Quadrant," discuss platforms
for contact centers, and consider Genesys to be an undisputed leader in their niche.
Forrester Wave Report: Solutions For Midsize to Large Contact Centers
According to Forrester, here are some of the capabilities that make Genesys a leader:
1. Strong nonvoice channels capabilities - including: SMS, Web Chat, Email, etc.
2. SIP Server for out-of-the-box integrations with a wide array of systems, including Microsoft Skype for
Business.
3. Proactive notifications, predictive dialing, and native WFO. Extensive library of G+ adapters
provides out-of-the-box integrations with CRM and other WFO packages.
Gartner Magic Quadrant: Call Center SaaS
Here's a quick recap of what Gartner says
about Genesys in its most recent Magic
Quadrant report:
1. PureCloud supports preconfigured
integrations to Microsoft (Dynamics),
Oracle (Service Cloud), Salesforce, SAP,
and Zendesk, and provides REST- and
SOAP-based open APIs for integrating with
a variety of third-party systems.
2. Recognized for its omnichannel
capabilities and strengths, open platform
architecture, and myriad of the available
add-ons and integrations; a leader with
strong capabilities across the board.
The Perfect Addition
Add nGAGEMENT To Your Genesys PureCloud
nGUVU has teamed up with Genesys to
revolutionize contact centers, by creating a better
everyday work experience for agents. The
gamification platform motivates agents to
achieve their objective by immersing them in a
fun, game-like environment.
nGAGEMENT is the only solution that can
transform agent day-to-day life into an
immersive, engaging and motivating journey.
Discover nGAGEMENT
Easy Integration With Genesys PureCloud
nGAGEMENT syncs in real-time from PureCloud the presence and ACD state changes of the agent, as
well as performance metrics such as AHT, after call work, number of calls, etc. Thanks to the flexibility of
nGAGEMENT, a customer can combine various data sources coming from the PureCloud system with
external data such as .csv or excel files.
Want To Discover How Leading Companies AreLeveraging Gamification Technology, Increasing
Employee Engagement & Improving Omni-Channel Customer Support?
Contact Us
