Telstra, Genesys to offer cloud contact centre services

Telstra and Genesys have teamed up to launch a cloud contact centre offering in September which will provide contextual Web chat, mobile and fixed line communications.

Aimed at Telstra’s business, government and enterprise customers, there will be three offerings available including business edition, premier and interactive voice response self-service.

Telstra global products and solutions executive director Philip Jones said that customers will be to manage peaks in demand and unexpected events such as a retail customer delivering an aggressive online marketing campaign.

“Within minutes, it will now be able to increase agent resources to meet this demand. Cloud contact centre lets you easily choose to re-direct calls to other locations to ensure the right call is answered by the relevant agent around the globe,” he said.

According to Genesys president and CEO Paul Segre, the partnership will help it extend beyond enterprise customers into the mid-market.

“Through this partnership more customers will have access to leading contact centre technologies featuring low up-front capital requirements, simple deployment, high levels of security and responsive scalability,” he said.

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