Telstra has forged a new strategic relationship with omni-channel customer experience and contact centre solutions company, Genesys. As per the agreement, Genesys will bring to market its new Cloud-based contact centre solution, Telstra Cloud Contact Centre – Genesys.
Available in September to Telstra’s business, government and enterprise customers, it aims to provide access to the latest contact centre technologies needed in a new age of digital communications.
Telstra Cloud Contact Centre - Genesys will use Telstra’s network, reach and expertise, coupled with Genesys’ global presence to connect with their customers whenever and wherever they are in the world.
What the solution will do is allow organisations 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.
Hosted in the Cloud, there will be three solutions available – business edition, premier edition and interactive voice response (IVR) self-service. According to the companies, they’re suited for mid-market, large enterprise and government customers.
Telstra global products and solutions executive director, Philip Jones, said in today’s 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.
“Research tells us 89 per cent of consumers use at least one digital channel when prospecting, with an average using three capabilities. So, we’re able to offer organisations a holistic view of their customers across all mediums.
“Because it’s a complete Cloud-based solution, customers will also be able to easily manage peaks in demand and unexpected events. Cloud Contact Centre lets you easily choose to re-direct calls to other locations to ensure the right call is answered by the relevant agent around the globe,” he added.
Genesys president and CEO, Paul Segre, said Telstra will help Genesys extend beyond enterprise customers and into the mid-market space.
“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. We are bringing customer experience solutions to a wider range of organisations,” he indicated.