Telstra Contact Centre Genesys Engage

Make customer engagement work your way

Provide personalised customer experiences through a tailored solution, delivered with the simplicity of the cloud. Contact Centre Genesys Engage is perfect for sophisticated enterprise contact centres - a dedicated model that’s fully featured, customisable, offers enhanced functions, and ready to integrate with your existing Telstra SIP Connect and Telstra IP network.

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Key features

Omni-channel routing

Move between channels during an interaction in a single queue

Interactive Voice Response (IVR)

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

Digital channels

With standard response templates

Near real-time analytics

Monitor queues and agents, and respond in near real-time.

Omni-channel workforce management

One point of administration across channels

Outbound dialler

Predictive, progressive and preview dialling modes


Personalise contact across omni-channels

Deliver a more intimate customer experience with full contact history across all channels.

Predict customer needs

Use analytics to predict customer needs and proactively take action.

Streamline workflows

Unified dashboards reduce the inefficiency of different applications for different channels.

Real-time control

Identify delays or customer frustration and immediately take action to resolve issues

Orchestrate customer queries your way

Design your own self-service IVR applications with an easy-to-use web tool.

Rapid set-up

The core cloud technology is pre-configured and tested for fast deployment.

Highly customisable

Design features to suit your needs.

Simple budgeting

Replace capital outlays and ongoing upgrade costs with a predictable operating expense.

How it works

Contact Centre Genesys Engage provides omni-channel capabilities hosted in the cloud. Deployment is to a defined scope and time frame with minimal disruption to business.

Agents and supervisors can connect via landline phone and internet, or through integration with dedicated Telstra SIP and Telstra IP network services.

One simple price includes all calling costs from inbound to agent desktop, and outbound for agent transfers. Costs are based on a monthly, price per user license for a 24-, 36-, 48- or 60-month term, with the ability to burst capacity on demand.

Why Telstra

A true, fully hosted solution

Our solution is fully cloud-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

You must use Telstra Inbound Services (1800/1300/13 numbers) for the delivery of inbound calls.

A minimum of five contact centre seats is required.

Private network access must be via a Telstra Next IP® network service (managed or unmanaged). Private network costs are additional to Contact Centre Genesys Engage costs.