The philosopher Arthur Schopenhauer said that “genius hits a target no one else can see.” PureCloud by Genesys is the fastest-growing cloud customer experience solution on the planet because we see that target and have a laser-like focus on it. In our case, that target is to design and build ahead of the needs of our customers as digital platforms for customer service expand.

To put this in context, McKinsey & Company just released an analysis that acknowledging that the rapid rate of digital innovation forces contact centers to operate under growing strain. The report notes that “of all operational call center technologies, digital solutions were ranked as one of the most important over the next five years by four out of five executives… These diverse technologies begin with websites, chat bots and apps and extend to artificial intelligence robots that simulate human conversations—redefining the way organizations interact with customers—as well as more tried-and-tested functionalities such as improved web, app or self-service capabilities in interactive voice-response (IVR) systems.”

This is a complex and quick-paced evolution, where change is driven not by an organization’s service strategy or IT capability, but from the outside—by fluid and fast-evolving customer channel preferences that demand digitally augmented, contextual and conversational brand interactions. To put it bluntly, today’s digital customer is setting the new agenda and rewarding companies or firing those that don’t meet them on their terms.

PureCloud by Genesys is the first cloud customer engagement solution purpose-built for this future.

It was designed new, and from the ground up, to address the spectrum of legacy and emerging digital paradigms and scale to quickly meet the customer experience and interaction demands. Uniquely, we do it by leveraging a complete microservices architecture to rapidly build and extend next-generation capabilities. Because imitation is the sincerest form of flattery, we are complimented by other companies who attempt to imitate our success by outlining multi-year plans to refactor their solutions to a microservices architecture.

Is it working? The answer is yes—and customers are voting by selecting PureCloud.

We’ve added more than 500 new PureCloud customers in the last 12 months alone—nearly half of which are located outside of North America. Does it scale? Yes, in fact, there has been a 300% increase in customer use in the first half of 2017 alone. Can customers work with their trusted partners? Yes, our PureCloud partner channel has experienced significant growth in assisting companies by both implementing new solutions and integrating with legacy environments to leverage existing investments.

The new cloud paradigm has arrived. PureCloud processes more than 50 million customer API calls per month and handles more than a million interactions per day across phone, email, chat and social channels to seamlessly and securely support the customer journeys for companies across the world—with user interfaces in 15 languages, more than any other software as a service (SaaS) customer experience cloud provider on the market.

PureCloud makes customer relationships simple.

We connect customers across phone, email, chat, web and social media. And we provide businesses with the data they need to have informed and effective conversations. This drives efficiency in the contact center, enables predictive analytics and results in the delivery of a more personalized customer experience.

Simply put, PureCloud leverages the most modern architecture to deliver an all-in-one solution to empower our users to create dynamic customer experiences for traditional and digital consumers. The genius of this simple premise has not gone unnoticed.

PureCloud has already earned the Frost & Sullivan 2016 Growth Excellence Leadership Award for Cloud Customer Contact Applications. And on August 1, PureCloud by Genesys was shortlisted for the 2017 Best SaaS Product for Customer Services / CRM in the , which recognizes and celebrates innovation in software among entries worldwide, including the US, Canada, Australia, Asia, the UK and Europe.

PureCloud is the leading cloud customer engagement offering in the world—and we aim to keep it that way. Join us on this journey of genius. Watch the webinar, How to Build a World-class Contact Center with PureCloud by Genesys.

Brian Bischoff

Brian Bischoff

Brian Bischoff is the Genesys senior vice president for PureCloud Commerical Operations. He is responsible for driving market innovation and growth with next generation Cloud customer experience offerings. Brian has spent his career focused on delivering CX solutions to midsize...