ProcedureFlow launches on Genesys PureCloud®

ProcedureFlow launches on Genesys PureCloud®

SAINT JOHN, NB, CANADA - JANUARY 7, 2019 - ProcedureFlow has announced its cloud-based knowledge management software is now available with the Genesys PureCloud® platform, a unified, all-in-one customer engagement and employee collaboration platform that is easy to use and quick to deploy. A true cloud offering, PureCloud is flexible, open, feature-rich, and built for rapid innovation.

When ProcedureFlow is integrated with the PureCloud platform, contact center agents are instantly presented with the exact process steps they need to assist customers across interaction channels. Together the solutions enable organizations to streamline employee training, increase agent knowledge and provide a consistent customer experience.

ProcedureFlow enables organizations to turn complex information into simple and intuitive processes that are easy for anyone to follow. The software allows organizations to document the knowledge and expertise of top performers so every employee can more efficiently resolve customer inquiries.

“This solution integration is a game changer for contact centers with proven results including 12% shorter average handle times and a 5% reduction in operating costs,” says Ciaran Coates, Director of Partnership Development, ProcedureFlow. “When combined with Genesys PureCloud, ProcedureFlow enables agents to dynamically access best practices and resources to help employees follow critical steps and do their jobs more effectively.”

ProcedureFlow is now available on the Genesys® AppFoundry, a dedicated marketplace focused on customer experience solutions. To learn more about the specific features and benefits of the integration visit ProcedureFlow on the AppFoundry.

The AppFoundry allows Genesys customers from all market segments to discover and rapidly deploy a broad range of solutions that make it easier to interact with consumers, engage employees and optimize their workforce.

About ProcedureFlow

ProcedureFlow is a reimagined contact center knowledge base. It makes the most complicated information easy and intuitive to create, maintain, and use, even in highly regulated and complicated industries. We provide every employee with the exact information they need to handle any contact scenario, making employees confident in their abilities very close to day one on the job. ProcedureFlow allows organizations to leverage the knowledge and expertise of their top performers, and put it into the hands of every employee, improving quality and consistency. This allows organizations to transform traditional classroom training to “learning by doing”, creating a more motivating and engaging environment for employees. For more information, visit


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