Telstra and Genesys Partner
Telstra has forged a strategic partnership with Genesys to bring to market the Telstra Cloud Contact Centre-Genesys cloud-based contact center solution. Available in September to Telstra's business, government, and enterprise customers, it will provide access to the very latest contact center technologies.>/p>
Telstra Cloud Contact Centre-Genesys allows organizations to increase engagement and interact with customers through their communication channel of choice. These omnichannel options include contextual Web chat and mobile and landline 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 and large enterprise and government customers.<.p>
"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," said Philip Jones, executive director of global products and solutions at Telstra, in a statement. "Research tells us 89 percent 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 omnichannel capabilities, we're able to offer organizations 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 redirect 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 customers whenever and wherever they are in the world.
Telstra will help Genesys extend beyond enterprise customers into the mid market, according to Paul Segre, president and CEO of Genesys.
"Through this partnership, more customers will have access to leading contact center technologies featuring low up-front capital requirements, simple deployment, high levels of security, and responsive scalability," Segre said in a statement. "We are bringing world-class customer experience solutions to a wider range of organizations."