Spark launches cloud contact centre on AWS

Spark has launched a cloud contact centre service from Genesys that combines inbound and outbound calling, email, web chat, social media and fax and that enables a single view of customer interactions across all these channels.

Spark says the service, PureCloud – which runs on Amazon Web Services - comes with enterprise grade security, regular updates and real-time customer information. According to Spark, “It can be adopted with just a headset and an internet connection and, being cloud-based, enables business continuity through disruptive events such as natural disasters.”

PureCloud features include: simple pricing, with month-to-month terms; reliability and disaster recovery; co-browsing, to help guide customers online; staff management tools – such as scheduling and forecasting; a consolidated view across channels – inbound/outbound voice, email, web chat, social media, fax.

Spark already offers PureConnect, which it describes as a step up from PureCloud and designed for mid to large sized organisations. Unlike PureCloud, PureConnect “has the ability to migrate information between cloud and on-premises systems, has greater flexibility, fewer geographical restrictions and is customisable,” Spark says.