Telstra-Genesys Alliance Partnership

Innovate faster in a multi-cloud world to drive digital transformation

Genesys and Telstra’s 20-year partnership focuses on enriching customer experiences and optimising contact centre performance by adapting quickly to your needs. 

Telstra’s deep expertise in contact centre solutions, combined with unrivalled network and carriage services globally, can provide you with a fully supported, end-to-end service. Together we draw on our vast experiences to design and provide the best customer experience solution for your business. 

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The Telstra-Genesys Partnership – where we can help you

Customer engagement

Powerful routing and analytics features connect the right call, to the right agent, at the right time, so you can reach your customers directly through voice, email, web chat or social media.

Modern workplace

Equip your agents with the tools they need to serve your customers quickly and effectively from anywhere and from a range of devices.

Performance management

Real-time metrics and historical reporting help you to assess the performance of individual agents and overall operations to make smarter business decisions.

Rapid deployment

Genesys Cloud can be up-and-running in as little as 4 weeks. A simple and intuitive interface gives you the control to manage users and customise features with minimal technical expertise.

Cost-efficiency

Replace large capital expenditure with an affordable monthly operating expense that is easy to manage.

Joint Service Offerings

Enrich relationships across each of your channels with flexible premise-based or cloud solutions to meet your changing needs. Our contact centre solutions can help improve visibility and control, increase efficiency and lower the cost of each customer interaction.

Telstra Contact Centre Genesys Cloud

Telstra Contact Center Genesys Cloud is an end-to-end managed solution, with real-time analytics and help you manage on the go.

Telstra Contact Centre Genesys Cloud delivers rich and personalised customer experience across channels, with voice and network fully integrated through the Genesys Cloud platform.

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Telstra Purple Genesys Professional Services

Telstra Purple puts people at the centre of solving real business problems to deliver digital transformation with purpose. We help customers like you to boost the value of your Genesys Cloud investments.

With Telstra Purple Genesys Cloud Professional Services you have access to expert consultants and the resources you need for rapid deployment, optimisation and multi-vendor integration.

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Discover how we’ve helped our enterprise customers transform their business—and how you can do the same for yours.

Delighting staff and members with a cloud-based contact centre solution

To address the changing pandemic circumstances in 2020 Super SA, the state government agency providing superannuation for public sector employees in South Australia, deployed Telstra Contact Centre Genesys Cloud.

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Delivering a seamless contact centre experience for one of the biggest fundraisers in Victoria

The Good Friday Appeal demonstrates the power of a community coming together for a great cause. The success can be measured not only by the total funds raised, but also the number of people who participate in fundraising activities and, most importantly, the impact it makes on the community.

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Expanding into the growth markets of the Asia Pacific region with Telstra’s Global IP VPN service

Telstra customer for close to ten years, Renishaw, adapts and grows its Global VPN in an easy and progressive fashion and develops the use of its network as its business needs changed, backed by 24/7 technical support from Telstra.

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Why Telstra?

Two decades of partnership

For over 20 years, Telstra and Genesys have serviced a large number of complex, highly customized enterprise, commercial and government contact centre organizations with our unique network architecture.

Together, we’ve designed some of the largest contact centres, and manage 35,000+ contact centre seats with over 250 million customer interactions per year.

Single point of contact

Instead of managing multiple independent vendors, simply deal with one expert provider for responsiveness and accountability.

With the scale, expertise and infrastructure to deliver a complete solution, Telstra is your single source for Genesys Cloud sales and 24/7 support.

Experienced in seat management

Telstra manages over 35,000 contact centre seats, taking over 250 million interactions a year while running one of Asia’s largest integrated contact centres.

Awards and Accreditations

Genesys APAC Cloud Partner of the Year 2019 and 2020

Frost and Sullivan Hosted Contact Centre Service Provider of the Year 2009 to 2018

More about Telstra and Genesys

Transform your customer experience with cloud

Romil Agarwal, Customer Technology Executive and Contact Center Practice Lead at Telstra, comprehensively looks after the customer experience and modern workplace portfolio for the South Asia region. 

He discusses how companies can adopt disruptive industry innovation at the speed of business by migrating to the cloud.

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Building the modern cloud contact centre

Criticised for their inflexibility, customer contact centres are being reborn in the cloud, where they can leverage flexible working practices and provide better customer experience.

For many organisations, the last decade’s move away from mono-channel, voice only customer contact to an approach which embraces new channels such as online chat, email and even social media has posed some significant challenges.

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Genesys and Telstra celebrate partnership milestone with more than 150 customers delivering personalised and scalable customer experiences

Through the Telstra Contact Centre Genesys Cloud CX offering, organisations of all sizes connect and create meaningful experiences for their customers, building trust and loyalty.

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Woman and man meeting each other and shaking hands

Discover how Telstra and Genesys can enrich your customer experience.