Genesys Cloud (formerly PureCloud)

Customer satisfaction across all channels With Telstra Customer Contact solutions

Telstra’s Contact Centre Genesys Cloud (formerly PureCloud and it is referred to simply as ‘Genesys Cloud’) can help boost satisfaction and enrich relationships across various channels, adapting to your changing needs. Genesys Cloud is simple, cost-effective and enables you to delight customers with rich, personalised and memorable experiences—all you need is internet access to get started.

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Telstra Customer Contact solutions key features

Routing

For all channels - single queue or multiple queues.

Pre-built integrations

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

Interactive Voice Response (IVR)

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

Workflows

Add sites with either nbn™ or Telstra fibre access, depending on availability and feasibility.

Open platform and APIs

Connect to or create your own applications.

Real-time analytics

Monitor queues and agents, and respond in real time.

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 terms, with the ability to burst capacity on demand.

Benefits

Enrich customer experiences

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

Dynamically resolve issues

Identify customer frustrations and take swift action with optional analytics.

Optimise performance

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

Easy to set up

No dedicated network or data and voice design required—PureCloud uses the internet and the PSTN.

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, intuitive web interface.

How it works

Security - All Genesys Cloud data is stored and processed in a platform that meets all industry standards to keep interactions private.

Reliability - Assurance of highly reliable operations through 99.9%% target availability.

More about Genesys Cloud

Download the Genesys Cloud Datasheet

Find out more about Genesys Cloud.

Download the data sheet

Telstra Customer Contact redefines customer experience in the new world

Discover how businesses took a look at their existing contact centre infrastructure and how a digitally transformed contact centre is the future of customer service in the 2021 Frost & Sullivan report commissioned by Telstra.

Download the insights paper

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.

Connect reliably in more places

Connect across Australia and the world, and have the confidence of intelligent networks with full redundancy, disaster recovery and multiple security layers. Our customer contact solutions are tightly integrated with the network to help ensure peak performance.