Telstra Global launches 'cloud’ contact center solution


Posted at Jul 25 2012 03:32 PM | Updated as of Jul 25 2012 11:42 PM

MANILA, Philippines - Telstra Global is partnering with IPscape, a provider of contact center technology, for its global Virtual Contact Centre (VCC) solution.

Telstra Global's VCC service is considered the first enterprise grade cloud application of its kind to be fully integrated into a global telecommunications portfolio. It delivers 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 agreement.

Nathan Bell, Telstra Global director of portfolio and marketing, said the VCC will answer the demands of the challenging customer service environment in Asia.

"Customers are using a variety of different devices to connect with businesses so customer service needs to be smarter, more agile and responsive. At the same time businesses need their contact centres to accommodate fluctuating customer demand.  The new VCC solution is perfectly aligned with these needs and with the rising demand for contact center solutions in the high growth Asia region," he said.

Simon Burke, IPscape CEO, said the partnership will hasten the adoption of cloud solutions in Asia.

"The partnership with Telstra Global through the new virtual contact centre solution takes this vision to the next step by providing a global solution which all businesses can use to innovate the customer experience. In five years we expect cloud solutions such as the Telstra Global VCC to be the ‘norm’ and the traditional to simply be seen as ‘out of date’," Burke said.

Telstra Global is a leading supplier of managed network and hosted services. It operates in the Philippines through tie-ups with PLDT and ETPI.