Telstra Web Contact Centre

The Telstra Web Contact Centre solution is a feature rich multimedia contact centre solution, hosted on Telstra’s network and accessed via the internet or private data network. Capital investment is minimal and, in most cases, additional on-site equipment is not required.

The Telstra Web Contact Centre solution is a cost-effective managed solution that gives the customer the choice to contact your organisation by telephone, email, fax, web chat 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 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 PC, a Telstra landline phone and access to the internet or a private data network.* It also provides the flexibility to rapidly scale up or down, depending on business needs.

Cost effective
As a hosted solution, 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 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 internet access, PC and a Telstra landline phone to be part of a virtual contact centre.

Helps support business continuity
As a hosted solution, Telstra Web Contact Centre can cost-effectively support your organisation’s business continuity plan.

Experience the Telstra difference
Telstra Web Contact Centre is hosted centrally and delivered securely via Telstra’s extensive network, providing full geographic redundancy and reliability. This is a pre-integrated, carrier-grade hosted solution, so there is no risk of future obsolescence.

Standard features
Telstra Web Contact Centre comes with standard features such as interactive voice response (IVR), automatic call distribution (ACD) and pre-defined report templates.

The report templates can help your business manage customer interaction, view customers across all media channels and observe agent performance and utilisation.

Other standard features include:

• Pre-defined report templates 
• Pricing per agent per month 
• Agent and administrator user interfaces
• IVR, ACD and basic skills routing 
• Standard historic reporting
  • Basic screen-pop interaction information 
• Technical support

Value add-on features
Not only can the solution be scaled according to the number of staff your business needs, you can also pick-and-choose the value add-on features.

Available value add-ons include:

• Outbound management (with preview dialler) 
• Multimedia management (email, fax, chat, web call-back) 
• Call recording 
• Voicemail 
• Supervisor user interface 
• 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 allows agents – your contact centre staff – to communicate with customers using a PC and any landline phone pre-selected to Telstra in Australia.

Supervision Manager
The optional Supervision Manager function enables supervisors to monitor workgroups, queue volumes and access historical data and staff performance. Supervisors can also listen to live and recorded calls, and coach staff using voice or text.

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

Important things you should know
* To access Web Contact Centre user interfaces, PCs must have 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 comply with recommended minimum hardware requirements (Pentium   III processor and 128 MB of RAM). Telstra Inbound Services and associated charges are mandatory and in addition to the Web Contact Centre Solution. External calls made by nominated agents on the Telstra Web Contact Centre Solution will be charged at existing or negotiated customer call charge rates.