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Satisfy customers quickly and easily across all channels.

A simple, cost effective, ready to go solution enabling you to delight customers by offering rich personalised and memorable experiences.

Global customer engagement made simple

Balancing the demands of customers with your business needs and bottom line has never been easier. PureCloud gives you advanced tools in a complete cloud solution that's easy to set up, use and budget for.

Now you can improve customer experience across channels like web, chat, email, voice and social, with access to full customer history to personalise every contact.

You can easily manage routing to optimise workloads or direct customers to the right agent for faster resolution. And monitor agents to ensure peak performance. All through an intuitive web interface accessed from the desktop or mobile.

Cloud hosted, there is no hardware/software installation or integration required so you can be set up in as little as 6-12 weeks. Internet access is all you need to connect across the world.

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Benefits

Offer a seamless experience

Easily respond and switch between multiple channels as needed.

Enrich experiences

Track customer history with Self Service IVR and CRM to personalise every contact.

Dynamically resolve issues

Identify customer frustrations and take action fast with optional analytics.

Optimise performance

Assign channel priority, set rules to direct customers, record, monitor and coach calls.

Easy to set up

Uses the internet and the PSTN - no dedicated network or data and voice design needed.

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 web interface.

Protect your investment

Works with most existing phone and CRM systems.

How PureCloud works

How PureCloud works

PureCloud is ideal for organisations wanting a simple ready to go Contact Centre solution starting at just 10 seats and scaling up to 500 plus seats for those larger businesses with simpler requirements too. Telstra is the only provider supplying the 100% in-the-cloud PureCloud solution within Australia. We also offer the dedicated model where we can connect your dedicated SIP trunks and phones via your Telstra Next IP network.

Security

All PureCloud data is stored and processed in Australia. The platform meets all industry standards to keep interactions and private:

What features and deployment models are PCI DSS compliant?

  • Secure Pause and Secure IVR have been validated by an external Qualified Security Assessor as Level 1 PCI DSS-compliant. Both Secure Pause and Secure IVR are certified for PCI Compliance with either local Edge devices or with virtual edges and PureCloud Voice in any deployment region.
  • SSAE 16 Type II - financial records and reporting standard
  • SOC 2 Type II and/or ISO 27001:2013 - security management

Reliability

Assurance of highly reliable operations through 99.95% target availability.

All inclusive subscription-based pricing

One simple price includes all calling costs from inbound to agent desktop, and outbound for agent transfers. With a choice of plans, costs are based on a monthly, price for a 12, 24 or 36 month term, with the ability to burst capacity on demand.

Features

Routing

For all channels - single queue or multiple queues.

Workflows

Workforce and quality management.

Call and screen recording

For inbound and outbound.

Historical Reporting

Historical Reporting.

Pre-built integrations

For common applications such as SalesForce, ZenDesk and MS Dynamics.

Open platform & APIs

Connect or create your own applications.

Interactive Voice Response (IVR)

Cloud-based. Voice, touch phone, text to speech.

Web chat and email

With standard response templates.

CRM integration

Screen-pop, plus full call control functions.

Real-time analytics

Monitor queues and agents and respond in real time.

Customer Success Story

 

Other Resources

PureCloud Datasheet

 

Not all features may be available in all PureCloud Plan types. Refer to your Telstra Sales Specialist for more information.