PureCloud Contact Centre Genesys-Powered

Satisfy customers across all channels

A simple, cost-effective, ready-to-go solution that enables you to delight customers with rich, personalised and memorable experiences. PureCloud is affordable and quick to deploy, ideal for contact centres with 10 to 500+ seats, or larger businesses with simpler requirements. Fast and easy to configure, all you need is internet access to get started.

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Key features


For all channels - single queue or multiple queues.

Open platform and APIs

Connect to or create your own applications


Workforce and quality management.

Interactive Voice Response (IVR)

Cloud-based voice, touch phone and text-to-speech.

Pre-built integrations

For common applications such as SalesForce, ZenDesk and MS Dynamics.

Real-time analytics

Monitor queues and agents, and respond in real time.


Enrich customer experiences

Track customer history with Self-Service IVR and CRM to personalise every contact.

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 - PureCloud 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.

How it works

PureCloud contact centre workflow diagram



  • Testimonial illustration

    “The PureCloud Contact Centre solutions helped us provide a higher level of customer experience.”

    Manager, Oral Health Patient Flow | Oral Health Service Western NSW Local Health District

Why Telstra

cloud infrastructure

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.

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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.

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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.

Getting started

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Things you need to know

  1. Telstra is the only provider of the 100% in-the-cloud PureCloud solution within Australia, with the option to connect your SIP trunks and phones via the Telstra Next IP network.

    All PureCloud data is stored and processed in Australia. The platform meets all industry standards to keep interactions and private.

    Assurance of highly reliable operations through 99.95% target availability.