Genesys PureCloud Email API

Get up and running fastfor long-term benefitsEasy to deploy, easy to useAn intuitive interface enables fast account setup and seamless integration with existing systems. No complicated training needed.The power to growThe PureCloud platform gives you a flexible environment that instantly scales to meet peak demands. Meet evolving customer demands with continuous feature and capability updates.Understand what’s happeningInteractive dashboards give you a consolidated view of customers, call centre agents and interactions — across all channels and locations. Reap the benefits of proactive contact centre analytics and insights.Manage your people and systemsThe intuitive analytics in the PureCloud platform empower you with insights — from high level summaries down to customised and detailed views. Leverage these tools to develop and make the most of each employee. Better for your customers, better for your business Give customers optionsCustomers have higher expectations than ever. Give them the choice of channel with chat, SMS, email or a call — and provide a consistent experience no matter how they engage you.Choose a no-risk solutionThe PureCloud contact centre platform is priced with flexible subscription options that match exactly what your business needs. And there’s no hardware required — even if you want to add voice services.Trust and transparencyThe last thing you need is for your contact centre software to fail. To ensure your platform is running smoothly, check the public-facing status page for live updates and proactive notifications.Learn how call centres achieved 571% ROI with the Genesys PureCloud solutionTasks come into call queues and are automatically pushed to the most appropriately-skilled agents, giving supervisors much better performance visibility.Alexander Barr, Customer Services Director, Actavo Happy teams = happy customersMake it easySiloed applications and the need to repeat information frustrate both your customers and agents. Give your employees a single, easy-to-use desktop that handles every interaction including customer details as the call, email or chat arrives.Strengthen teamworkBring your team together across channels, campaigns and tools. Unified communication and collaboration tools let employees talk, chat, video, group chat or search for and find the expert they need to resolve the issue at hand.Continue the conversationBuilt to be omnichannel, the PureCloud platform tracks the conversation from everywhere, so you always have the data you need to respond quickly. Wherever customers engage you, you’re covered.The data to manage your teamsInteractive dashboards provide a consolidated view of customers, agents and interactions — across all media types. See what you want, how you want to make the best-informed decisions.Frost & Sullivan Global Research: Mid-sized call centers take a digital-first approachFind out more about these capabilities…Find out more about PureCloud

Q: Does my Genesys Platform support home / remote users?A: Yes. All Genesys systems support home/remote agents, including Genesys (PureEngage), PureConnect and Genesys Cloud (PureCloud).Q: What level of functionality will my users have while working remotely?A: Voice can be provided for remote users with minimal configuration and rapid availability.To learn about more options, see the Genesys Remote Workers Solution Overview.Q: What are the minimum technical requirements for basic functionality?A: If your agents have voice endpoints (landline, mobile) at their remote location, they can be configured to service voice calls using remote agent voice Functionality. If your agents also have a personal computer and internet connection, they can gain access to the contact center on your corporate network in a variety of ways.To learn about more options, see the Genesys Remote Workers Solution Overview.Q: Can I use the web version of client applications if I have not deployed all the needed Genesys components?A: Yes. If you have a cloud system, client applications are natively accessible through the web. If you have a premises-based system, please contact your local Genesys representative or Customer Care, who will be able to assist.Q: How do I validate that my network will ensure that my agents can work efficiently in a remote scenario?A: Genesys can help verify your Network Topology and provide consultation on best practices, required bandwidth for your network (LAN/WAN), security requirements and data privacy.Q: If I enable basic functionality, what kind of phones can my remote users utilize?A: Genesys voice will work with every phone even over PSTN (IP phone/mobile/landline). If your system supports WebRTC, it will work with the browser.Q: If my users work remotely, do they require additional Genesys licensing?A: Additional licenses are not required to work remotely. If you are experiencing an increase in customer interactions, we do have a Temporary Licensing Program that can assist you during this time. Please contact your Genesys representative who can advise you on available options.Q: Can I setup and configure remote agents myself, or do I need to engage Genesys?A: Genesys voice requires minimal configuration and can be enabled using your own internal

Will realise an immediate return on investment by reducing capital expenditures, increasing time to market, and alleviating peak capacity concerns. Your users benefit from the latest innovation including immediate access to new features and functionality while meeting compliance requirements.Integrated analyticsTake your outbound campaigns to the next level with integrated analytics. Detailed reporting and monitoring provides deep insight into a campaign’s effectiveness. Additionally, speech analytics provides a cost-effective and systematic way to evaluate agents, improve compliance, identify trends and ultimately provide a better customer experience.Seamless contact centre integrationThe Genesys Cloud Dialer replaces or integrates with contact centre infrastructure and allows organisations to take full advantage of a cloud or hybrid solution. API connectivity lets organisations integrate the Genesys Cloud Dialer into business applications to automate contact management and trigger outbound calls. CTI enables on-prem systems to supplement their limited capacity with outbound IVR messages sent from the Genesys Cloud Dialer and utilise the on-premise call pacing, routing, and screen pops.Genesys easily integrates with Salesforce to provide contact centres with the tools needed to seamlessly communicate with their customers. For example, organisations can quickly export campaign calling lists from Salesforce into the Genesys Cloud Dialer enabling them to implement multi-channel outbound campaigns. Additionally after an outreach attempt is completed, results can be written immediately back into the activity log of the appropriate customer record for historical purposes.Increase customer contactsCross channels—outbound IVR, text (SMS and MMS), email, mobile webpagesCall blending and escalation (inbound & outbound)Dynamic list managementBuilt outbound campaigns from SFDC contactsEffective right party connect scriptsCapture and honor opt-in and channel preferencesCustomer recovery contact strategyLocal-to-end-user Caller IDGlobal supportMaximise agent productivityPredictive, preview and manual dialingOutbound IVR and alert messagingSeamless blending of inbound and outbound callsPacing options including fixed line, predictive and complianceCustom agent scriptingSession transfer capabilitiesUnproductive call filteringAutomated payment systemsCustom call-based disposition codesAdd outreach

Available to Voice and Digital subscribers. Starting at $40 per month, you can access AI-driven tools like predictive engagement and agent assistance to boost your contact center operations.Genesys Cloud EX: Starting at $90 per month, Genesys Cloud EX provides advanced workforce engagement tools, including resource and performance management, for efficient workforce management. Related Article Top Genesys CapabilitiesGenesys is a cloud-based platform, which makes it highly scalable, flexible, and cost-effective compared to on-premises contact center solutions.1. ScalabilityAs an all-in-one contact center solution, Genesys offers everything you need to scale customer communication efficiently — from basic functionalities to AI-powered capabilities. For example, you can use AI predictive engagement to create customer segments based on real-time behavioral data across channels. Then, you can tailor your messaging and offering to suit each segment’s preferences and needs. When applied at scale, this level of personalization leads to better customer experience and higher customer satisfaction.2. Ease of integrationYou can connect Genesys Cloud to third-party tools via the app marketplace or API. Genesys Cloud’s app marketplace lists hundreds of native integrations you can install in your contact center software with one click. If you can’t find your desired integration in the app marketplace, you can manually connect Genesys to non-native applications using its API. 3. Flexible pricing plansGenesys Cloud has separate pricing packages for specific contact center functions, catering to a wide range of business needs. Let’s say you’re a small business looking for call center tools to help you manage inbound and outbound calls. In that