of Cisco Unified Contact Center Enterprise. (UCCE) and Cisco Unified Customer
Voice. Portal (CVP). UCCE and CVP are state of the art solutions with a track ...
Telstra Unified Contact Centre
Enable the improvement of customer interactions, revenue and efficiency while reducing complexity and the demands of contact centre management and support.
Product Summary Today, contact centres face the traditional challenges of customer satisfaction, cost containment and efficiency. New technologies, distributed and virtualised environments, and diverse customer interaction channels are creating an opportunity to address these challenges. The introduction of more complexity and a pressing need to upgrade infrastructure challenges customers to choose the best of breed contact centre solution to meet their complex requirements. Telstra Unified Contact Centre (TUCC) is an advanced contact centre solution – incorporating design, integration, implementation and management services, with the advanced technology of Cisco Unified Contact Center Enterprise (UCCE) and Cisco Unified Customer Voice Portal (CVP). UCCE and CVP are state of the art solutions with a track record of addressing these challenges. Telstra Unified Contact Centre combines Cisco’s advanced contact centre technologies, Telstra’s proven expertise in contact centre design, deployment and integration, and Telstra’s IP infrastructure. It can also integrate with a range of existing contact centre applications.
Telstra Unified Contact Centre is a natural extension for customers who have Cisco Unified Communications Manager. As a multi-faceted on-premises solution, Telstra Unified Contact Centre is ideally suited for organisations with large, sophisticated, multi-site contact centre environments.
Benefit from our experience and best practice Telstra can advise on the most appropriate design to take full advantage of the highly developed capabilities of the Telstra Unified Contact Centre solution and can help you reduce the complexity of managing and supporting the contact centre. We apply the significant experience we have gained in managing our own contact centre environment and those of our customers. We offer specialist knowledge in call routing design, technology choice, transition management and integration with Unified Communications. What’s more, we have deployed Cisco Unified Contact Center Enterprise and Cisco Unified Customer Voice Portal for leading organisations, leveraging the best practice methods of Telstra Next Generation Services™ in optimising contact centre environments.
Product Benefits Telstra Unified Contact Centre can assist you to: Improve efficiency through enhanced interaction routing to the most appropriate resource based on defined business rules Increase customer satisfaction by allowing customers to interact via their preferred channel Improve monitoring and management with sophisticated reporting tools Reduce answer times through automated call classification and self service options Maximise contact centre efficiency through integration into customer relationship management data bases Reduce complexity of support and management with Telstra’s advice on best practices Maintain high availability with Telstra’s proactive management option Lower capital and operating costs and simplify infrastructure management with Cisco Unified Computing System server virtualisation
Seamless integration for better performance As an accredited Cisco Authorised Technology Provider for Cisco Unified Contact Center Enterprise and Cisco Unified Customer Voice Portal Telstra is uniquely placed to integrate UCCE and CVP with our world class assets – the Telstra Next IP® network and the Telstra Next G® network – which together form Australia’s largest fully integrated IP network. That means we can offer new capabilities faster, with less risk and more cost effectiveness. Our unique visibility of these networks also enables proactive management to assist in maximising the availability of your network and connectivity with your customers. At the same time, you can benefit from the enhanced reach, capacity and security.
Product Features Depending on what optional enhanced features you select, your Telstra Unified Contact Centre can include a combination of the following: Automated Call Distribution: processes, queues and balances the distribution of incoming calls. Sophisticated routing: intelligent distribution of interactions to the most appropriate available resource based on your defined business rules. C omputer telephony integration: delivers call and customer data to the agent desktop as interactions arrive (screen pop), enabling personalised service and assists to increase efficiency. C isco Agent Desktop1: ready to use desktop allow agents to perform call and contact control functions. C isco Supervisor Desktop1: an easy to deploy, configure and manage desktop application that incorporates the agent desktop functionality plus allows for integrated control, agent monitoring and response to changes in the contact centre.
C isco Unified Customer Voice Portal1: advanced call management and call treatment tools with a self service IVR option enabling personalised call classification and steering of the call to the correct agent. Courtesy call back also allows customers to request a call back. C isco Unified IP Interactive Voice Response1: as an alternative to Cisco Unified Customer Voice Portal, IP Interactive Voice Response provides entry level IVR functionality. U nified Web Interaction Manager1: agents can interact via web chat or share web pages and complete online forms with customers through web collaboration. U nified Email Interaction Manager1: manage, categorise, prioritise and respond to large volumes of emails aiding fast, accurate turnaround of inquiries. C isco Outbound1: supports predictive, progressive, or preview dialling, and may be integrated for either a blended or non-blended approach. M anagement portal: a simple, web based user interface for provisioning and configuration. C isco Unified Intelligence Center: a comprehensive and easy to use reporting suite with near realtime and historical reports for all interaction types. The historical reports can be executed down to 15 minute interval granularity. C isco Unified Computing System Server Virtualisation: enables multiple core Cisco applications to be deployed on a single server. Other options available include1: disaster recovery plan; high availability for applications; ability to develop a custom desktop; ability to integrate with third party Work Force Optimisation incorporating Workforce Manager, Call Recording and Speech Analytics and Customer Relationship Management systems
Why Telstra?
About Cisco
Telstra provides network services
Cisco Systems, Inc. is the worldwide
and solutions to more than 200 of the
leader in networking for the internet.
world’s top 500 companies. They rely on
Cisco hardware, software and service
us to do business across 240 countries
offerings are used to create internet
and territories and to enable greater
solutions that allow individuals,
productivity, efficiency and growth.
companies and countries to increase
Telstra solutions offer the best of all
productivity, improve customer
Self management is not available – you must select Reactive or Proactive1 management for Telstra Unified Contact Centre.
worlds – skilled people and a rich
satisfaction and strengthen competitive
portfolio of services delivered on our
advantage. Cisco’s, vision is to change
world class Telstra Next IP® network
the way people work, live, play and learn.
If Proactive management is selected, then Telstra Managed Data Networks solution is also required.
performance, they’re monitored and
Pre-requisites for Telstra Unified Contact Centre and incompatible products Unless we agree with you otherwise, a pre-requisite is the Telstra Unified Communications solution (which includes the Cisco Unified Communications Manager) with Reactive or Proactive management.
If Reactive management is selected, you will need to provide us with a remote access method (providing connection to the managed equipment) that is approved by us.
and Next G® network. To ensure reliable maintained from our dedicated centres using advanced management and operational systems. And they’re backed by Telstra Enterprise grade Customer Service™ and one of Australia’s largest and most qualified field and technical workforce.
IF YOU HAVE ANY QUESTIONS PLEASE CONTACT YOUR TELSTRA ACCOUNT EXECUTIVE VISIT TELSTRA.COM/ENTERPRISE OR CALL 1300 TELSTRA
1.These are optional enhanced features of Telstra Unified Contact Centre. © 2011 Telstra Corporation Limited. All rights reserved. ®Registered trade mark of Telstra Corporation Limited. ABN 33 051 775 556. Cisco, Cisco Systems, and the Cisco Systems logo, are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document are the property of their respective owners. ®Registered trade mark of Telstra Corporation Limited. ABN 33 051 775 556.
DS070 Aug 11
