Use quick start guides to set up the basics for Collaborate, Communicate, and PureCloud contact center.
Manage your subscriptions and configure organization-wide settings.
Observe and analyze visitors in real-time on your website, and offer the most appropriate and effective channel to help them complete their journey.
People and permissions
Manage people in your organization and their permissions for various PureCloud functionality.
Set up groups, locations, skills and certifications, profile layouts and labels, and external contacts.
Administer the storage, organization, and sharing of all types of files securely with our enterprise-level content repository.
Configure the Edge, manage phones, configure DID numbers and extensions, and much more.
Configure settings for contact center agents, such as adding ACD skills, adding wrap-up codes, managing queues, and creating canned responses.
Set up PureCloud routing. Create schedules, configure call and message routing, plan for emergencies, and store data locally in data tables for use in Architect.
Dynamically match customer interactions and agents. ACD interactions include voice, chat, message, email, callback, and social expressions.
Manage policies for recording, evaluation, and calibration policies, assign and complete evaluations, and analyze results.
Reports, views, and dashboards
Provides supervisors, managers, and executives with real-time and historical metrics for their contact center.
Manage outbound dialing campaigns with options to run sequences of campaigns or through scheduling.
Create on-screen instructions that help agents process calls. Present details about a caller to the agent and fields for collecting or updating information.
Create and monitor management units, develop forecasts, create schedules, and evaluate intraday differences between forecast and actual values.
PureCloud integrations connect PureCloud with other tools, systems, services, and applications.
Use this drag and drop web-based design tool to create auto-attendant flows for media types, and much more.
Learn how to purchase numbers, port numbers, view rate schedules, and much more.
Widgets for web chat
Learn how to deploy and configure web chat on your website so customers can easily chat with agents.
Learn how to set up co-browse so customers can share their view of your website with agents.
Learn how to set up screen share so customers can share an application or the entire desktop with agents.