Telstra Contact Centre Genesys Cloud

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.

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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.

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.

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.

Getting started

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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.