Friday, 31 July 2015 10:49

Telstra to sell Genesys cloud-based call centre system Featured

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Telstra has announced a ‘strategic relationship’ with US contact centre vendor Genesys.

The clumsily named ‘Telstra Cloud Contact Centre – Genesys’ will be available in September to Telstra’s business, government and enterprise customers.

Announcing the deal, Telstra’s Philip Jones said it will “provide access to the very latest contact centre technologies needed in this new age of digital communications. It allows organisations to increase engagement and interact with customers through their communication channel of choice.” That is often nowadays called ‘omni-channel’.

Jones said these channels 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.

“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,” said Jones.

“Research tells us 89% of consumers use at least one digital channel when prospecting, with an average using three.” (The data is from Accenture’s Global Consumer Pulse Research 2013). “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. For example, a retail customer delivering an aggressive online marketing campaign that generates a significant increase in customer enquiries.

“Within minutes, it will now be able to increase agent resources to meet this demand. 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.”

Paul Segre, President and CEO of Genesys, said Telstra will help it extend beyond enterprise customers into the mid market in the Asia Pacific region.

“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,” Segre said. “We are bringing world-class customer experience solutions to a wider range of organisations.”

Genesys is based just south of San Francisco. It has annual revenues of US$850 million.


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Graeme Philipson

Graeme Philipson is senior associate editor at iTWire. He is one of Australia’s longest serving and most experienced IT journalists. He is author of the only definitive history of the Australian IT industry, ‘A Vision Splendid: The History of Australian Computing.’

He has been in the high tech industry for more than 30 years, most of that time as a market researcher, analyst and journalist. He was founding editor of MIS magazine, and is a former editor of Computerworld Australia. He was a research director for Gartner Asia Pacific and research manager for the Yankee Group Australia. He was a long time weekly IT columnist in The Age and The Sydney Morning Herald, and is a recipient of the Kester Award for lifetime achievement in IT journalism.

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