Telstra Contact Centre Genesys Cloud
Satisfy customers across all channels
Key Features
Routing
For all channels - single queue or multiple queues. Advanced routing, auto-response, and AI capabilities.
Pre-built integrations
For common applications such as Salesforce, ZenDesk and MS Dynamics.
Open platform and APIs
Connect to or create your own applications.
Workflows
Workforce and quality management.
Interactive Voice Response (IVR)
Cloud-based voice, touch phone and text-to-speech.
Near real-time analytics
Monitor queues and agents, and respond in near real-time.
Benefits
Enrich customer experiences
Personalise every contact and pre-empt your customer’s enquiry using AI and BOTs.
Dynamically resolve issues
Identify customer frustrations and take swift action with optional analytics.
Optimise performance
Assign channel priority, set rules to direct customers, record, monitor and coach calls.
Easy to set up
No dedicated network or data and voice design required - Contact Centre Genesys Cloud uses the internet and the PSTN.
Adapt quickly
Easily gear capacity up or down to meet business fluctuations.
Manage on the go
Control operations from the office or when mobile via a simple, intuitive web interface.
Managed for You
Enjoy peace of mind with our experts managing your Contact Centre Genesys Cloud solution for you.
Genesys Cloud Guided Tour
Explore the interface, features and functionality of the Genesys Cloud platform. In this self-guided tour, you get to experience the call centre software through the eyes of your agents, supervisors and management.
Case studies
Downloads
Resources
2021 Contact Centre Buyer's Guide
Trends driving the essentials for modern customer experiences.
The Essential Migration Checklist
Your Checklist for identifying the right customer experience solution.
Why Telstra
A true, fully hosted solution
Our solution is fully hosted in the cloud with the simplicity of one partner across platforms and networks for easier, cost-effective management.
Tap into our experience and partnerships
We’ve designed some of the largest contact centres in Australia, and manage 35,000+ contact centre seats with over 250 million customer interactions per year.
Assurance of local cloud and expertise
Our solutions are hosted onshore for data sovereignty in highly secure data centres, with local experts to help with successful migration.
Telstra is the only provider of the 100% in-the-cloud Contact Centre Genesys Cloud solution within Australia, with the option to connect your SIP trunks and phones via the Telstra Next IP network.
Security: All PureCloud data is stored and processed in Australia. The platform meets all industry standards to keep interactions and private.
Reliablility: Assurance of highly reliable operations through 99.95% target availability.