Telstra, Genesys team for personalized customer relationships

Staff writer
13 Aug 2015
00:00
News
Daily News

Telstra has entered into a new strategic relationship with Genesys to bring to market its new cloud-based contact center 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 center technologies needed in digital communications.

Telstra Cloud Contact Centre-Genesys promises to allow organizations to increase engagement and interact with customers through their communication channel of choice — be it 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 for global products and solutions at Telstra, said that in today’s competitive environment, successful companies will be those that anticipate their customers’ mindsets and transform how they connect with them by personalizing communications across all available channels – not just voice.

“Research tells us 89% 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 organizations a holistic view of their customers across all mediums,” said Jones.

“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.”

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