PureCloud Engage provides multichannel routing, speech-enabled interactive voice response, outbound campaign management, multichannel recording and quality management, reporting, customer relationship management integrations, and graphical scripting.
As with other SaaS products, the company's plan is to progressively add features to PureCloud Engage.
On the list are advanced behavioural analytics to automatically match customers and agents based on personality profiles, geolocation and automated learning, and a mechanism for customers to browse agent personality profiles to determine the best match then connect via his or her preferred communications channel.
"Contact centres are adopting new technologies to keep up with the ever changing demands of how customers choose to interact with a business," said senior vice president for Australia, New Zealand and Japan Brendan Maree.
"PureCloud Engage is not only cost-effective, but can quickly deliver highly reliable, scalable and innovative multichannel applications, thus enhancing the customer experience and offering managers data and insights to make the right business decisions."