Interactive Voice Response

Man at desk on phone

Speed up call redirection with automated IVR

Calling an organisation and being transferred to numerous departments before reaching the correct person can be frustrating for customers.

Speed up the process and connect callers to the right location with Telstra’s self-service, automated Interactive Voice Response. When a customer calls, you can provide updated information 24X7.

Key features

Caller Routing Menu

Route calls to various answer points.

Caller Message Bank

Customers can leave a message when they call after hours or on busy

Caller Information

Have pre-recorded information for your callers to hear

Remote Access Dynamic Voice Recording

Update voice recording immediately using a PIN

Data Entry Routing

Allow callers to enter data from their keypad and be routed to a particular answer point.

Location-Based Call Routing

Transfer callers to the store or office nearest them by having them enter their postcode on the keypad.

Benefits

People shaking hands

Increased customer satisfaction

Allow customers to access information quickly without having to wait in a queue or speak to an agent.

People at desk talking over phone on conference call

Single-number advertising

Use the same number across all marketing collateral, so when a customer calls they will be redirected based on location or request.

Person using calculator at desk while holding light bulb

Reduce costs

Get access to efficient and effective contact centres, professional studio audio and greetings, and easily scale up for a once-off event.

Why Telstra

Experience that's second to none

We manage 20,000+ contact centre seats handling over 100 million interactions a year, and run one of Australia’s largest integrated contact centres. We draw on this vast experience across diverse industries to design the best solution for your needs.

We know what works

Take advantage of our expertise in customising, configuring and integrating contact centre solutions, as well as providing training and ongoing advice. You can also rely on our proven capability in designing and both cloud and premise-based communications solutions.

Deep understanding of vendor technologies

We have forged strategic partnerships with some of the most innovative players like Genesys and Cisco. You'll have the assurance of expert advice, set up and support for their solutions.

Getting started

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