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PureConnect client application features

Several Genesys Cloud for PureConnect features are available in Interaction Connect and Interaction Desktop.

Genesys Cloud Inbox Notifications

Supervisors or other managers can use Genesys Cloud Workforce Engagement to manage time off requests and shift trade requests in Genesys Cloud. Genesys Cloud alerts Interaction Connect agents to changes in the status of their time off and shift trade requests. A single click of the Inbox icon logs an agent into Genesys Cloud. This icon is a direct link to an agent's Genesys Cloud My Performance view. Agents can then manage their time off and shift trade requests.

Note: This feature is available only in Interaction Connect.

Genesys Cloud

All Interaction Connect and Interaction Desktop users can access the full-featured Genesys Cloud in a browser tab and chat with Genesys Cloud users or share files. Users can also complete their Genesys Cloud profiles. These users start Genesys Cloud by clicking a Collaborate button in the PureConnect client. For more information, see Genesys Cloud for PureConnect features in the Interaction Connect help or the Interaction Desktop help.

Co-browse

The Co-browse feature is available only in Interaction Connect. This feature enables two or more people to view and interact with the same webpage simultaneously. An Interaction Connect agent can use the Co-browse feature to give direct assistance to a visitor to your company's website. With the website visitor's consent, the agent takes full or limited control of the visitor's view of the webpage. The agent can interact directly with the webpage while talking to or chatting with the visitor. For more information, see Co-browse Requirements in the Interaction Connect help.

CIC Web-based phone

Interaction Connect users can use a web browser on a computer as a SIP telephone. The CIC web-based phone uses WebRTC as the communication protocol. This feature eliminates the need to distribute, install, and configure a physical IP telephone for each user. It also eliminates the need to install a SIP Soft Phone application on PCs. For more information, see Web-based Phone Requirements and Web-Based Phone in the Interaction Connect help.

Genesys Predictive Engagement

Genesys Predictive Engagement integrates with Interaction Connect. The integration supports both PureConnect Cloud and PureConnect on-premises customers. In the integration, a predictive engagement service hosted on the Genesys Cloud platform determines when to start a chat with a website visitor. Based on current agent availability, the service selects a workgroup to handle the interaction. Once Predictive Engagement offers a chat, the chat interaction is created and routed just like any other interaction. For more information, see Interaction Connect and Genesys Predictive Engagement in the Interaction Connect help and the PureConnect Integration with Genesys Predictive Engagement Technical Reference.

Administrators can create a WhatsApp channel in Interaction Connect. CIC routes direct messages on the WhatsApp account to the workgroups associated with the phone number on the WhatsApp account. Agents respond to a direct message interaction in the Interaction Connect Current Interaction view. This view creates a similar experience to a chat interaction. The interaction continues until the agent disconnects the interaction. If someone replies or comments in the same direct messaging thread after the agent disconnects the original interaction, PureConnect creates a new interaction. Genesys Cloud processes the WhatsApp messages. Therefore, your company must have a Genesys Cloud organization with a Genesys Cloud 3 license and be able to authenticate with Genesys Cloud.

For more information, see the Interaction Connect help and the Social Media Technical Reference.