Telstra and Genesys: personalising customer relationships

PRESS RELEASE: Telstra announced a new strategic relationship with Genesys to 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 will provide access to the very latest contact centre technologies needed in this new age of digital communications.

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Telstra Cloud Contact Centre – Genesys allows 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, suited for mid-market, large enterprise and government customers.

Philip Jones, Executive Director Global Products and Solutions at Telstra, said, “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.

“Research tells us 89 per cent of consumers use at least one digital channel when prospecting, with an average using three . With our new Cloud Contact Centre solution able to employ the latest omni-channel capabilities, 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 let’s 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.

Telstra Cloud Contact Centre – Genesys will use the strengths of Telstra’s network, reach and expertise, coupled with Genesys’ global presence to connect with their customers whenever and wherever they are in the world.

Paul Segre, President and CEO of Genesys, says Telstra will help Genesys extend beyond enterprise customers into the mid market.

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

This announcement builds on Telstra’s experience in operating and delivering contact centre solutions as a Genesys gold partner, as well as being awarded the Frost & Sullivan: Hosted Contact Centre Service Provider of the Year accolade each year from 2009 to 2014.

1Accenture Global Consumer Pulse Research 2013.