Telstra Network Contact Centre

Telstra Network Contact Centre is a virtual contact centre solution offering sophisticated network-based call routing, reporting and management functionality.

Telstra Network Contact Centre can enable your organisation to consistently deliver calls to the most appropriate resource first time. When combined with the ability to access relevant customer details, interactions can be handled quickly and efficiently, transforming the caller experience.

This flexible managed solution can integrate with existing equipment and workforce management tools, Customer Relationship Management (CRM) applications and Agent Quality Monitoring (AQM) tools. It’s compatible with a variety of PBX equipment, including our CustomNet product.

Enhance your customer’s experience

Callers can receive a faster and more personalised service - thanks to sophisticated, secure network call routing that delivers calls to the most appropriate resource first up.

Optimise your resources

The Telstra Network Contact Centre solution can help your business optimise agent resources through a single virtual contact centre. The solution also works for diverse contact centre environments with multiple sites.

Improve your performance

You no longer need to install and manage major IT infrastructure to implement and operate a contact centre. The Telstra Network Contact Centre is a hosted solution that can help to reduce your total cost of ownership.

Pay for what you use

Pay-as-you-go pricing means contact centre costs reflect activity in your business. Key features such as network routing, call parking and re-routes are typically charged on a per-call or per-minute basis. You can add scale or add functionality as your business requires without further capital investment.

Interactive Voice Response (IVR)

Qualify a caller’s request and determine if an agent is required to take the call. The network routing functionality works in conjunction with Telstra Network IVR, a CPE-based IVR platform or Telstra Speech Solutions.

Why Telstra?

The network routing strategies we implement are built to carrier-grade specifications and monitored for maximum performance. Our expert team will firstly consult and advise on customising a contact centre to best meet your business needs. Then we’ll train your staff and implement the change.

Telstra Network Contact Centre features can help you respond to call volume peaks and customers needing to talk to more than one agent.

Features include:

• Network routing – incoming calls are balanced and distributed across multiple contact centre sites and/or queues
• Network parking – inbound calls can be placed in a holding pattern when agents and IVR resources are not available
• Network parking features – on-hold callers can listen to music, advertisements, queue position and estimated wait time
• Network rerouting – calls and associated customer information can be routed to another resource
• Contact centre tools – use tools such as CC-Pulse for near real-time reporting, CC-Analyser for historical reporting and Telstra Analyser Online for an end-to-end view of call flows
• Application integration – integrate workforce management tools, softphones, wallboards and leading customer relationship management (CRM) systems
• Hosted or co-hosted choice – choose a fully-hosted solution managed in our network environment, or a co-hosted model where calls are delivered to your existing customer premise equipment (CPE) environment.

Call routing options

The solution offers three levels of network call routing:

1. Basic Automatic Call Distribution (ACD)
   Only uses the customer’s PBX queue statistics data when determining when to deliver a call.
2. Advanced Automatic Call Distribution
   Only uses the customer’s PBX queue and agent statistics when determining where to deliver the call.
3. Skills-Based Routing
   Uses agent statistic data when determining where to deliver a call. The best agent available can be found within the required service level metrics by targeting different skill groups. Complex routing can be achieved using a combination of agent and queue statistics.