Australian operator Telstra has launched its Network Contact Center service, which boasts the potential to scale to several thousand agents across multiple locations.
The solution can either be hosted on Telstra’s cloud infrastructure or co-hosted on customer premises.
Powered by Genesys, the solution promises integration with IP telephony environments, web chat, SMS multimedia capabilities and enterprise workload management tools.
Telstra executive Philip Jones said the workload management capability provides allows automatic prioritization, distribution and monitoring of work tasks to improve customer resolution time.
He said Telstra has 14 years experience in customer deployments, including a current roll out at the federal government's Department of Human Services. Telstra’s own contact centers also use the Network Contact Center technology, fielding more than 100 million calls annually.