Telstra Web Contact Centre

Telstra Web Contact Centre is a versatile multimedia contact centre solution that can improve customer service, agent productivity and teamwork. Hosted in Telstra’s cloud and accessed via the internet, it requires minimal capital investment and, no additional on-site equipment.

The Telstra Web Contact Centre solution is a cost-effective managed solution that gives your customers the choice to contact your organisation by telephone, email, fax, web chat, voice call-back or web call-back. It is flexible and efficient, scaling up or down to suit staffing levels and your business demands.

Manage your contacts without buying equipment
Telstra Web Contact Centre provides the same functionality as a traditional contact centre without the need to purchase or manage additional on-site equipment or infrastructure.

Easy to set-up and scale
Telstra Web Contact Centre is simple to set up and deploy. All you need is a suitable PC, a phone and internet access*. It also provides the flexibility to rapidly scale up or down, depending on business needs.

Cost effective
Web Contact Centre is a hosted solution, so there is no need to purchase or manage on-site equipment or infrastructure, eliminating most upfront capital expenditure costs. Your business can also choose to pay as you go, with charges listed on a monthly bill.

Personalise your customer service
Customers can contact your staff using their preferred method, whether it is by telephone, voice call-back, fax, email, web chat or web call-back.

Enable workforce flexibility
Employees can work from and be contacted almost anywhere, assisting staff retention. All they need is a suitable PC, a phone and internet access* to be part of a virtual contact centre.

Helps support business continuity
Hosted in the cloud, Telstra Web Contact Centre can quickly and cost-effectively maintain business continuity. If there is an outage at your primary site, agents can log in from multiple locations to continue working. And if your internet service is disrupted, they can still answer calls by phone.

Experience the Telstra difference
Telstra combines advanced contact centre capabilities with the strength and reach of our networks. You benefit from a seamlessly integrated solution from a single point of expertise.

Telstra Web Contact Centre offers multimedia functions and market leading, self-service and speech enabled capabilities. Delivered securely via Telstra’s extensive carrier-grade network, it provides wide geographic redundancy and reliability. As a pre-integrated, hosted solution, it minimises the risk of future obsolescence.

Telstra Web Contact Centre leverages our experience in hosted, co-hosted and premise-based contact centres, plus the combined skills of over 120 specialists across the nation. Telstra is also the largest provider of hosted contact centres in Australia with more than 25,000 seats. Our expertise has been recognised by the Frost and Sullivan Hosted Contact Centre Service Provider of the Year Award in 2009 and 2010.

*See Specifications

Product Features

A range of Web Contact Centre packages are available to choose from depending on your business needs. Customers can choose a basic package with standard features only, or can upgrade by selecting from a range of value-added packages.

Standard features
Standard features available in all packages include:

• Interactive voice response (IVR)
• Automatic call distribution (ACD)
• Pre-defined report templates
• Pricing per agent per month
• Agent and administrator user interfaces
• Interactive voice response, automatic call distribution and basic skills routing
• Standard historic reporting
• Basic screen-pop interaction information
• Technical support

Value add-on features
Depending on which value-added package you choose, the following value-added features may be available:

• Outbound management (with preview dialler)
• Multimedia management (email, fax, chat, web call-back, voice call-back)
• Call recording
• Voicemail
• Supervisor user interface with enhanced monitoring
• Additional pilot numbers packs (10, 20, 50)
• Simple CRM interface

A virtual team environment
The Telstra Web Contact Centre creates a virtual team environment between agents, supervisors and administrators.

Interaction Manager
The solution’s standard Interaction Manager interface allows agents to communicate using a suitable PC, a phone and access to the internet*.

Supervision Manager
The optional Supervision Manager interface enables supervisors to monitor workgroups, queue volumes and access historical data and staff performance. It provides graphical views of key performance information with the ability to customise and display only those statistics that are important to monitor.
Supervisors can also listen to live and recorded calls, and coach staff using voice or text.

Administration Manager
The standard Administration Manager interface helps administrators respond to changing business conditions with the authority to set up, configure and maintain the entire contact centre from the web interface.

Mandatory additional products
To use Web Contact Centre, you must purchase the following products separately:

• Each agent and supervisor must have*:
  o a suitable PC that meets the required technical requirements
  o internet access or a virtual private network such as  Telstra IP MAN or IP WAN service
  o a telephone service in Australia that can be dialled directly
• Telstra’s IN-Control service or IN-Control Call Direct service
• A Telstra Inbound Service

*See Specifications

To view the Telstra Web Contact Centre demonstration please click here.

Important things you should know
To access Web Contact Centre user interfaces, agents and supervisors need a suitable PC with a minimum software requirement which includes a supported operating system, browser and Sun Java, HTTPS secure access via port 443 and HTTP standard access via port 80. PCs must also comply with recommended minimum hardware requirements (Pentium III processor and 128 MB of RAM). Agents and supervisors also need to have a telephone service in Australia to receive inbound calls and for agents and supervisor to make direct dialled outbound calls. Outbound calls will be charged at existing or negotiated customer call charge rates. Agents and supervisors also require internet access or a virtual private network such as Telstra IP MAN or IP WAN service. Telstra will assess the customer’s internet service for suitability and recommend suitable alternatives if needed.