PureCloud for PureConnect features

PureCloudSM is a cloud-based service suite that enables collaboration, unified communications, and customer engagement for organizations. PureCloud provides advanced features such as web-based video and audio calls through the WebRTC protocol, agents being able to interact with a customer's browser, and many other capabilities that are not present in other contact center solutions.

Genesys has developed solutions for PureConnect to take advantage of PureCloud technologies:

• Integration of communications between PureConnect and PureCloud within an organization

  For more information about integrating PureCloud with your PureConnect environment, see PureCloud for CIC Administrator's Guide

• CIC web-based phone

  Agents and users can place and receive calls through Interaction Connect, which is a web-based application. This feature eliminates the need to install an IP telephone device at an agent's desk or install a SIP soft phone on the user's computer.

  For more information about CIC web-based phone, see CIC web-based phone.

• Agent co-browsing
  
  One or more agents can use the Co-browse feature to give direct assistance to a visitor to your company's website. With the consent of the website visitor, an agent  can take full or limited control of the visitor's view of the webpage and interact directly with it. At the same time, the agent can talk to or chat with the visitor.  
  
  
  One or more agents can use the Co-browse feature to give direct assistance to a visitor to your company's website. With the consent of the website visitor, an agent  can take full or limited control of the visitor's view of the webpage and interact directly with it. At the same time, the agent can talk to or chat with the visitor.  
  
  For more information, see Co-browse for Agents.