Telstra Global announced its global Virtual Contact Centre (VCC) solution powered by IPscape, a global provider of contact centre applications and technology that enables organizations to transform expensive and complex legacy contact centre set up.
The announcement of this partnership with IPscape follows a recent investment by Telstra’s Applications and Ventures Group in the company.
As the first enterprise grade cloud application of its kind to be fully integrated into a global telecommunications portfolio, the new VCC service is unique in its ability to deliver the latest in-cloud innovation backed by highly resilient hosting and network services. Alongside Telstra Global’s world class voice and data networks, it offers companies of all sizes access to a global multi-channel customer service experience with a single service level agreement.
With VCC forward-thinking businesses can take full control of their technology and create an agile, state of the art service experience with greater business agility and commercial flexibility
This flexibility allows companies to quickly scale their contact centre capabilities to accommodate initiatives such as new product launches, trials or peaks in customer demand, with no long term commitment or new license fees.
Accessed via Telstra Global’s Secure IP VPN, the VCC software can be updated or changed within minutes to update campaign scripts, add agents to different campaigns or activate remote agents. It also offers real time CRM integration to direct customer calls to the right operator regardless of the contact channel used.
Telstra Global’s Director of Portfolio and Marketing, Nathan Bell said leading global businesses are now looking to innovative public cloud technology solutions to help them respond faster to changing customer demands, whilst also demanding greater business and commercial flexibility.