Virtual Contact Centre (VCC) empowers you to take control of technology, creating an agile service experience with greater commercial flexibility. It is simple and scalable, helping you meet customers’ needs for communication across multiple channels.
VCC gives you leading edge software innovation backed by global, highly resilient hosting and network services. It allows changes to be made in minutes as opposed to days and services to be deployed in days rather than weeks. All of this means your business can get on with dealing with customers faster, rather than managing infrastructure.
Telstra’s VCC has advanced inbound and outbound features that will see your customer service thrive. You can expect agile IVR, skills-based and priority based-routing, automatic call-back, lead management, automatic call recording, quality management and more. Near real-time CRM integration means your customers are always directed to the right operator, whatever channel they contact you on. You’ll have the right people speaking to the right customers with the right message.
Accessed via Telstra’s IPVPN, you can change or update your VCC software within minutes. Campaign scripts can be updated and agents added to different campaigns and IVRs redirected. Sophisticated standard and custom reports – including near real-time activity reports – are created and accessed via mobile or tablet devices for ultimate convenience and productivity.
Benefit from a single managed solution that encompasses cloud software, hosting and voice anddata networks. There is no need for expensive systems integration, as deployment takes weeks,not months. It’s fast to get up and running, with easy integration into most cloud or on-premisesCustomer Relationship Management (CRM) systems.