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Exceed expectations

Deliver richer, more personalised experiences with intelligent, omnichannel contact.

Today's digital consumers want a seamless experience across multiple channels, and the old ways of customer contact can't keep up. Only new and better capabilities can help you manage growing customer expectations. And the best way to get them is through the cloud, with a proven cloud solution.

 

Strengthen customer relationships; empower contact

Cloud Contact Centre Cisco Powered gives you the insight and tools to deliver brilliant experiences to customers, on every channel, wherever they are, and wherever you are.

Now you can get closer to your customers and make every one of them feel special.

  • Help staff respond in new and better ways with intelligent routing and next-generation agent/supervisor desktops
  • Use analytics to predict customer needs
  • Simplify management with one point of control and unique tools from our partner, TTEC

Do more than drive exceptional omni-channel experiences; streamline your equipment footprint, dynamically adapt to change with the flexibility of a simple monthly operating cost, and always have the latest features to keep up with customer demands.

Reach more customers in more places while enjoying a consistent experience, with our integrated, global voice and data networks.

Contact us

Talk to your Account Executive

Not sure who they are?

  Call 1300 835 787

We're available Monday to Friday, 9am-5pm


Talk to a sales specialist

Enquire now

A better way to support customers and staff Watch video
How to deliver a truly omni-channel experience Watch video

The importance of Contact Centres in delivering customer experience 

Access whitepaper


 

Unique partnership capabilities only from Telstra

We've partnered with global leaders in collaboration and contact, Cisco and TTEC, to offer powerful tools that can improve customer satisfaction wherever you operate. Take advantage of Cisco's advanced technologies and TTEC's expert organisation and support, backed by our vast experience and global networks in a partnership that’s unique to Australia.

 

How does it work?

It provides omni-channel contact capabilities hosted securely in the cloud. Agents and supervisors can connect across Australia and to the world via dedicated Telstra SIP Connect and IP network services. So whether a customer reaches out via phone, email, chat, web or social media, you can be there for them.

 

End to end solution

Cloud Contact Centre Cisco Powered also enables customers to build on their existing Telstra Cloud Collaboration Cisco Powered solution by adding advanced contact centre functionality. The architecture of our intelligent IP-based infrastructure provides an end-to-end solution from the network to the application to the end user - including third party applications. Customers can streamline collaboration and customer contact through fully integrated solutions from one touch point.

 

Features

Offer high-quality, omni-channel customer experiences. Get a complete view of all interactions, simpler control through our exclusive tools, and easily add interaction channels to suit demands.

 

Core features

Essential features to get you up and running fast

A choice of add-ons

Powerful options to empower customer contact

Benefits

Seamless and consistent omni-channel experiences

Provide the same personalised experience every time on every channel including phone, chat, web, mobile and social. Easily add interaction channels according to customer demand, and have a complete view of all interactions.

Respond faster and smarter

Agents can see full customer history across channels to personalise interactions. Intelligent routing directs queries to the most suitable agents. Integrated tools assist agents to resolve issues first time. Analytics help you predict customer needs and proactively take action.

Simple to manage

One point of control lets you assign the right agents on the right channel. Gain full visibility across all channels to improve customer satisfaction and agent efficiency. Intuitive management tools means no technical skills are required to build, deploy and manage applications. Make updates and changes to the IVR, add or delete agents, and more.

Powerful functions only from Telstra

A mobile-friendly portal provides a customisable, intuitive interface to manage interactions, employees and workflow productivity. Plus, you have actionable, real-time metrics for added insight. Only Telstra provides these functions through the intellectual property of our partner, TTEC.

Enjoy greater flexibility and cost-efficiency

Enable staff and supervisors to work from separate offices or from home, and quickly scale according to demand. Replace capital cost with an affordable monthly operating expense.

Always have the latest features

There's no need to invest in ongoing equipment upgrades; get the latest features automatically. Access emerging technologies and features without major investment or integration - new functionality is designed to work effortlessly with your existing capabilities.

We keep you protected

Cloud Contact Centre Cisco Powered provides best practice industry standards to maintain the security and privacy of your information. All data is stored securely onshore so you can be assured of data sovereignty.

 

Why Telstra?

Enjoy better functionality through our partnership with TTEC

In a partnership unique to Australia, we've joined forces with TTEC, a leader in customer service solutions. Take advantage of the knowledge and tools developed over 30 years to simplify operations, and access functions not available with other providers.

Tap in to our experience to super-charge your solution

Benefit from our experience designing some of the largest contact centres in Australia, and managing 35,000 + contact centre seats with over 250 million customer interactions per year.

Take advantage of our cloud expertise

With one of the largest number of cloud deployments in the country, across multiple industries and organisations, you can rely on our experts for a smooth path to the cloud. Our Consulting, Managed and Professional Services teams are ready to advise, plan and implement your journey. Our knowledge and insight can help ensure the right solution for your business, now and in the future.

Peak performance through the Telstra/Cisco alliance

As Cisco’s number one partner for conferencing and collaboration in Australia, we offer a breadth of capability unmatched by our competitors. Our unique strategic partnership provides a shared vision, architecture and product roadmap, enabling us to deliver the latest features designed for peak performance on our networks.

The simplicity of a unified approach

Our alliance with Cisco lets you build on your existing Telstra Cloud Collaboration Cisco Powered solution by adding advanced contact centre functions. Streamline collaboration and customer contact through fully integrated solutions all from one touch point.

Unrivalled networks to keep you in touch

Your services are only as good as the network that delivers them. Our fixed and mobile networks create Australia’s largest integrated national IP platform and connection to the world. The reach, reliability and security of our global IP and SIP Connect networks allow you to connect from more places, and help ensure your services work at their best.