Telstra Global recently launched its Virtual Contact Centre (VCC) solution, powered by contact centre applications provider, IPscape.
The announcement follows a recent investment by Telstra’s Applications and Ventures Group in the company.
According to Telstra, the solution is the first enterprise grade Cloud application to be fully integrated into a global telecommunications portfolio.
The VCC service aims to deliver the latest in-Cloud technology supported by highly resilient hosting and network services and offer companies of all sizes access to a global multi-channel customer service experience with a single service level agreement.
Telstra Global director of portfolio and marketing, Nathan Bell, said it inked the deal as global businesses are looking to innovative public Cloud technology solutions to help them respond faster to changing customer demands, whilst also demanding greater business and commercial flexibility.
“Today’s customer service environment is the most challenging and complex we have ever faced. Customers are using a variety of different devices to connect with businesses so customer service needs to be smarter, more agile and responsive.
“At the same time businesses need their contact centres to accommodate fluctuating customer demand and the rising demand for contact centre solutions in the high growth Asia region,” Bell said.
IPscape CEO, Simon Burke, said the new partnership will accelerate the adoption of Cloud solutions in the Asia region.
“In five years we expect Cloud solutions such as the Telstra Global VCC to be the ‘norm’ and the traditional to simply be seen as ‘out of date’,” he added.
Telstra has also signed a new agreement with Australia Post to provide the company with a managed IP network.
The deal will see Telstra provide a managed IP network, mobile services including the latest smartphones and tablets, unified communication services as well as a locally based, secure Cloud services to support the new Digital MailBox service.
Under the terms of the agreement, Telstra will help Australia Post move its current product-based infrastructure to a new managed services network that enables it to deliver new products and services to its customers throughout its retail and distribution network.
Australia Post post digital general manager, Catriona Larritt, said it partnered with Telstra as it was looking to expand its capabilities through digital services.
“The investments Telstra has been making in network application and services, such as our $800 million investment in Cloud computing capabilities, means we can provide nation-wide reach and secure, reliable services,” Telstra enterprise and government group managing director, Paul Geason, said.
The agreement will also see Telstra provide service management expertise for the roll out of the Australia Post IT network transformation project, as well as a new integrated service desk for all Telstra services provided to the organisation.