Telstra continues to innovate with contact centre solutions

Media Release, 16 November 2012

Telstra has launched its Network Contact Centre solution, providing customers with scalable, high performance contact centre technology either fully hosted on Telstra’s cloud infrastructure or co-hosted on customer premises.

Powered by Genesys, the solution features improved functionality with broadsoft integration for IP telephony environments, seamless web chat, SMS multimedia capabilities and enterprise workload management integration.

Philip Jones, Telstra Executive Director, Data & IP, Network Applications & Services, said the launch would provide significant customer service benefits with the potential to scale to several thousand agents across multiple locations.

“We are pleased to offer our Telstra Network Contact Centre solution,” said Mr Jones.

“Its workload management capability provides end to end visibility and allows automatic prioritisation, distribution and monitoring of work tasks to improve customer resolution time.”

Telstra has broad experience in contact centre technology driven by 14 years experience in customer deployments, such as the current roll out at the Department of Human Services*. Telstra’s own contact centres also use the Network Contact Centre technology, fielding more than 100 million calls annually.

“Telstra’s focus on network reliability, performance and security, underlined by numerous accreditations including the ISO27001 security certification, is giving our customers the confidence they need to move business-critical functions like contact centres to Telstra’s hosted networks.” said Mr Jones.

President and CEO of Geneys Paul Segre said: “Genesys partners with many of the world’s leading companies to transform their contact centres and customers’ experience.  

“Telstra has always been a customer service trailblazer and innovator.  Together we’ve accomplished a lot of ‘firsts,’ which clearly demonstrates the strategic partnership we have developed over the last 11 years.”  

View a video demonstration of Telstra’s Network Contact Centre Solution: