Call and Contact Centre Solutions

When customers call your business looking for information, you can help them get it fast with automated call centre solutions from Telstra. These easy-to-use, customer-focused solutions can benefit your business by:

• Ensuring calls are directed to the right department
• Automatically providing answers to simple service enquiries, such as checking balances or payments
• Eliminating the need to invest in expensive equipment
• Freeing up employees' time during work hours
• Enabling you to serve customers 24 hours a day, seven days a week

Telstra's call centre solutions offer proven network capacity – we can manage up to 500 calls per second.

To find out more about all of our call centre solutions, call 1300 BUSINESS (1300 287 463) or contact your Telstra Account Representative.

We continually focus on improving the customer experience and the efficiency of our customer service agents. This expertise has enabled us to successfully deploy contact centre solutions to organisations across Australia, large and small, over the past 25 years.

Telstra's solutions have been designed to address the challenges of running a contact centre, such as increasing customer demands, channel proliferation, workforce management and investment performance. In this way, Telstra's Contact Centre Solutions can help organisations:

• Improve customer service and satisfaction through intelligent call routing, the provision of self-service tasks and choice of contact medium
• Increase productivity and generate revenue through increased capacity, the ability to manage call traffic and agents and more efficient use of business resources
• Reduce costs with pay-as-you-go investment options that remove initial capital expenditure barriers and lower cost of ownership

Telstra's Speech Solutions Self Service and Automation can be integrated into your contact centre environment to even further improve your business productivity.

With a wide choice of hosted, co-hosted and customer premises-based contact centre solutions, Telstra can work with you to find and build the solution that will meet the needs of your organisation and customers.

• Network Contact Centre
• Web Contact Centre
• Dialler on Demand
• Network IVR

Network Contact Centre

Telstra's Network Contact Centre can help organisations increase customer service and satisfaction, improve operational performance and reduce the underlying costs of running the contact centre. Through intelligent network and skills-based routing, you can help ensure calls are answered by the right agent at the right time. You can also monitor and manage peaks and troughs in the business through network parking functionality. You can place inbound calls into a holding pattern when contact centre agents or premises-based IVR resources are not available. In addition, you can configure the contact centre to play music on hold or company advertising and can include real-time messages regarding the customer's position in the queue and estimated waiting time. This solution is ideal for large contact centres that are distributed through multiple sites.

• View Suncorp case study (55KB PDF)
• View Centrelink case study (126KB PDF)
• View Network Contact Centre multimedia presentation (692KB SWF)
• View Managed Network Contact Centre multimedia presentation (988KB SWF)

Web Contact Centre

Telstra's Web Contact Centre is a feature-rich multimedia contact centre management and routing solution that integrates phone, fax, SMS, email and web chat communication channels to streamline and unify all contacts with your customers, suppliers and partners. You can set up a new contact centre or convert an existing one in a matter of days, without costly, time-consuming implemtnations or system integration. All you need to configure the solution is a PC¹, phone line² and access to the internet or a private data network³. This solution is ideal for small to medium sized contact centres that require flexible functionality and scalable size.

• View Web Contact Centre multimedia presentation (2MB SWF)

Dialler On Demand

Telstra's automated dialler solution helps organisations conduct outbound dialling campaigns, surveys, collections and customer service more efficiently. The solution only puts agents through to live calls, ensuring agents are not frustrated by busy numbers, unanswered calls or answering services. This solution is ideal for small to medium-sized organisations that require an automated dialling capability with the ability to scale as required.

• View Dialler on Demand datasheet (122KB PDF)

Network IVR

Telstra's Network Interactive Voice Response (IVR) is a hosted solution that provides automated front-end call management for contact centres. It allows customers to identify their requirements, either through touch-tone or speech recognition, and then distributes the call according to predefined criteria. This solution is ideal for organisations of all sizes that need to automate common and repetitive tasks.