Telstra has formed a strategic relationship with Genesys to bring to market its new cloud-based contact centre solution - Telstra Cloud Contact Centre - targeted for Telstra’s business, government and enterprise customers. Telstra aims to help organizations to increase engagement and interact with customers through their communication channel of choice. These omni-channel options include contextual web chat, mobile and fixed-line communication, all backed up by smart analytics.
The cloud-based solution is offered in three packages - Business Edition, Premier Edition and Interactive Voice Response (IVR) Self Service that is suited for mid-market, large enterprise and government customers. Telstra said that the solution enables the latest omni-channel capabilities, providing organizations a holistic view of their customers across all mediums. Telstra Cloud Contact Centre will use the strengths of Telstra’s network, reach and expertise, coupled with Genesys’ global presence to enable organizations to connect with their customers whenever and wherever they are in the world.
Philip Jones, Executive Director Global Products and Solutions at Telstra
In today’s competitive environment, successful companies will be those that anticipate their customers’ mindsets and transform how they connect with them by personalising communications across all available channels – not just voice. Research tells us 89 per cent of consumers use at least one digital channel when prospecting, with an average using three.
Paul Segre, President and CEO of Genesys
Telstra will help Genesys extend beyond enterprise customers into the mid market. Through this partnership more customers will have access to leading contact centre technologies featuring low up-front capital requirements, simple deployment, high levels of security and responsive scalability.
