Telstra Unified Contact Centre Express

A complete premise-based contact centre, Unified Contact Centre Express connects smoothly with your new or existing Telstra Unified Communications solutions. It offers the flexibility to start small and scale up to 400 agents.

This virtual contact centre offers a host of features to help improve inbound, outbound and email interaction management. These include sophisticated capabilities such as automatic call distribution, interactive voice response, database integration and real-time and historical reporting.

Unified Contact Centre Express draws on the high security and availability of Telstra's networks, as well as our deep knowledge of contact centre operations and Cisco solutions. You'll gain the assurance and simplicity of a single contact across equipment and networks to support your operations.

Telstra Unified Contact Centre Express brochure (PDF, 781kB)

Easy to deploy

Unified Contact Centre Express integrates seamlessly with your existing Telstra Unified Communications Solutions so that it’s easy to set up and use.

Improve agent productivity

Unified Communications, presence technology and sophisticated routing helps you improve answer times and first call resolution rates. Reporting and management tools can help optimise performance.

Enhance customer engagement

Access a customer’s history to personalise the interaction, then engage with them through a range of media.

Reduce costs

Cut operating expense and maintenance by using a single IP network for voice and data. You can also consolidate equipment to reduce capital costs.

Flexible access

Agents and supervisors can log in from branch offices or from home using a simple web interface via a secure virtual private network.

Simplicity

Enjoy the convenience and assurance of a single point of contact for equipment, networks and support.

The Telstra difference

• Accredited Cisco Authorised Technology Provider for enhanced support
• Vast experience in diverse contact centre environments
• The scale and reach of Australia’s largest integrated national IP network to connect you in more places, plus unique end-to-end visibility to help ensure network reliability
• Highly secure - the Telstra Next IP® network has ISO-27000 certification

Unified Contact Centre Express is an ideal solution for mid-sized organisations, enterprise branches or corporate departments wanting sophisticated interaction management. Key features include:

Intelligent routing

Routes calls to the most appropriate agent using defined business rules.

Cisco Agent Desktop

A computer telephony integration suite offering powerful productivity and management features including ‘screen pop’ and customer data lookups to personalise service.

IVR and self-service capabilities

Help save the cost and time agents spend on routine activities.

Cisco Agent Email (optional)

Queue and route email messages to help strike a balance between email and call handling activities.

Cisco Unified CallConnector™ for Microsoft® Dynamics CRM (optional)

Make better business decisions based on actual call metrics.

Cisco Outbound (Optional)

Build campaigns with this outbound dialing feature.

Cisco Unified Workforce Manager (optional)

Optimisation tools that help supervisors align contact centre performance with business objectives.

Cisco Unified Quality Manager (optional)

Scalable voice and screen recording to evaluate agent performance.

Management Options

Choose from self-managed or Telstra managed service options with reactive or proactive service levels.