5 Ways We’re Reimagining the Future of Call Centre Operations


Impressing your customers is not simply about what they can see or hear. It’s about what they can’t see or hear.

The behind-the-scenes, the foundations, the cogs of your machine.

Running a smooth operation in a call centre is no mean feat in today’s demanding customer environment. That’s why we’re reimagining what it takes to provide great service with every contact, whatever the medium, whatever the query.

Welcome to the future

We’ve injected 22 years of insight and experience in the field of customer engagement into a revolutionary way to improve your operations. PureCloud Engage is a new way to run your call centre.

Here’s the magic:

  1. Adaptive technology that responds to your unique needs
    We know that every call centre is different, so our cloud platform is fully customisable and integrates seamlessly with other apps and services. This means that you can communicate with your customers in a way that suits them and the many ways in which your agents work best.
  2. Omnichannel contact history with every customer
    Customers will contact you in any way they like, so your agents need to be adaptable. Our omnichannel platform improves efficiency by keeping everything in one place, so your agents can be quicker and your workplace slicker when it comes to giving your customers the best service possible.
  3. Communication scaling to handle peaks and troughs
    PureCloud Voice
    helps you manage heavy traffic periods effortlessly by scaling your communications across your workforce. It also adapts to quiet periods, too, which means that not a minute of your agents’ time will be wasted.
  4. Industry-leading disaster recovery
    Things can go wrong from time to time, but we don’t let that affect your operations. We built a robust disaster recovery function into our cloud platform to ensure that a disaster for the workplace doesn’t turn into a disaster for your customers.
  5. On-demand, limitless computing power
    Add to all that the innovative features of Amazon’s cloud computing suite, Amazon Web Services, and your call centre will be running like a finely-tuned Lamborghini in no time.

See a live demo of PureCloud Engage

You can see a live demo of our solution at Customer Contact Expo 2016 at Olympia London Sept. 28-29.

Randi Roger

Randi Roger

Randi Roger is both the global manager of marketing programs and operations as well as acting U.K. marketing manager of operations for Interactive Intelligence. No matter which hat she is wearing, all her time and energy are spent planning and implementing marketing projects that support the global marketing efforts. Prior to working for Interactive Intelligence, Randi successfully managed a cloud-based hands-on set of virtual labs teaching higher education students how to harden a network against cyber attacks.