Genesys PureCloud Architect is a simple drag-n-drop web-based design tool that facilitates admins and flow authors in putting together call flows. This can accomplish a number of tasks, including automated call-answering and presenting the caller with menu options and then routing the call according to the caller’s choice. Let us explore how the potential of PureCloud Architect can be leveraged to deliver business value to your customers.
Easy to Use
Architect is highly robust and yet very easy to use. It has been written with non-system administrators and non-programmers in mind. Genesys contact center architecture is so straightforward that the auto-attendant designers with no programming background can build and administer menu interactions by developing and linking forms within the Genesys Omnichannel architecture. Architect then compares the calls against pre-defined profiles in order to regulate the scheduling process.
Visual Interface
PureCloud Architect displays hierarchical relationships between configuration objects and flags errors before publishing configurations. This visual feature makes the system quite straightforward and secure to use.
Accuracy
Genesys PureCloud architecture for call center works with the utmost accuracy and precision. It compares the incoming calls to designer-defined profiles in order to make decisions based on the appropriate scheduled process. For example, the incoming calls could be filtered based on their ANI or DNIS information. When Miratech experts learn about your processes they will identify redundancies in the workflow and optimize the process.
Architect can also help you pick the most suitable call processing, depending upon the time of the day. For example, it can display one kind of menu to the callers that call in during the business hours and another kind of menu during non-business hours. IVR interactions can be customized to any appropriate extent.
Robustness
Once the PureCloud Genesys software has routed a call to specific queue, Architect provides you with the ability to regulate these calls. You can either congregate information from a caller or utilize the data entered by the caller during another menu interaction. For example, you can ask the user to enter a PIN number and use it to extract account balance that your system would read back to the caller.
No Special Hardware Required
Since PureCloud support architect runs on any browser and does not require any software to be installed or any upgrade maintenance to be carried out on your system, you can regularly append new functionalities with the click of a button. For example, you can upload pre-recorded .wav files as prompt resources or record new sound files within Architect using a browser. When Miratech specialists help you choose the appropriate design for your system, fewer updates and changes will be required as your needs evolve.
Flexibility
Architect configurations can be published to PureCloud, or exported to a file and even imported from a file. Architect also keeps track of the configuration status. To prevent conflicts, Architect locks the files if a user is editing a flow. You can also customize what information your employees can see and what actions are available to them. You can use a default set of roles and permissions, or assign customized roles that align with your unique business process.
To ensure that your customers are routed with utmost accuracy every time they make a call, regular assessment of your call-flow design is highly imperative. Since Architect is completely configured and functional, there is no requirement for downloading software or carrying out updates. PureCloud stores the software and saves all your data securely off-site.
