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. Contact Centre Genesys Cloud 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.
Key features
Routing
For all channels - single queue or multiple queues. Advanced routing, auto-response, and AI capabilities.
Workflows
Workforce and quality management.
Pre-built integrations
For common applications such as SalesForce, ZenDesk and MS Dynamics.
Interactive Voice Response (IVR)
Cloud-based voice, touch phone and text-to-speech.
Open platform and APIs
Connect to or create your own applications.
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.
How it works
PureCloud contact centre workflow diagram
Downloads
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866 KB | pdf | tDownload the Telstra Contact Centre Genesys Cloud Datasheet to learn more.Click to download Telstra Contact Centre Genesys Cloud datasheet
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
Request a call back
Register here and we'll get back to you.
Things you need to know
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.
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All PureCloud data is stored and processed in Australia. The platform meets all industry standards to keep interactions and private.
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Assurance of highly reliable operations through 99.95% target availability.