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TELSTRA

PureCloud Contact Centre Genesys Powered

Enhance your customer engagement across all channels

Global customer engagement made simple

Balancing the demands of customers with your business needs and bottom line has never been easier. PureCloud gives you advanced tools in a complete cloud solution that's easy to set up, use and budget for.

Now you can improve customer experience across channels like web, chat, email, voice and social, with access to full customer history to personalise every contact.

You can easily manage routing to optimise workloads or direct customers to the right agent for faster resolution. And monitor agents to ensure peak performance. All through an intuitive web interface accessed from the desktop or mobile.

Cloud hosted, there is no hardware/software installation or integration required so you can be set up in as little as 6 weeks. Internet access is all you need to connect across the world.

 

Hear from the experts at Telstra and Genesys on the future of Customer Engagement

 

Benefits and features

Offer a seamless experience

Easily respond and switch between multiple channels as needed.

Enrich experiences

Track customer history with Self Service IVR and CRM to personalise every contact.

Dynamically resolve issues

Identify customer frustrations and take action fast with optional analytics

Optimise performance

Assign channel priority, set rules to direct customers, record, monitor and coach calls.

Easy to set up

Variety of network options available to meet customer requirements.

Adapt quickly

Easily gear capacity up or down to meet business fluctuations.

Subscription-based pricing

Includes all of the contact centre features and platform maintenance.

Routing

For all channels - single queue or multiple queues

Open platform & APIs

Connect or create your own applications

Web, chat and email

With standard response templates

CRM integration

Screen-pop, plus full call control functions

Real-time analytics

Monitor queues and agents and respond in realtime

 

Resources

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