Telstra Global has signed an agreement with Flat Planet to provide cloud-based Virtual Contact Centre (VCC) services to support its expansion in Asia.
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Flat Planet is Telstra Global’s first external customer on the VCC global platform.
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Chris Moriarty, Chief Executive, Flat Planet, said, “Flat Planet needs to be able to respond quickly to changing customer needs and Telstra Global’s VCC public cloud infrastructure means we will be able to make changes to campaigns and projects faster than the competition. This type of public cloud innovation blended with the reliability of Telstra Global’s network and hosting services is an unbeatable combination.”
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He added, “Having worked with Telstra Global’s VCC provider IPscape in Australia, we were pleased to be able to extend our relationships in Asia through the new Telstra Global VCC solution.”
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“The commercial and operational agility delivered by the VCC platform acts as an enabler to accelerated growth for businesses like Flat Planet as it allows them to flex technology consumption directly in line with customer demands. This is not possible with traditional on- premise contact centre solutions,” said Nathan Bell, Director for Portfolio and Marketing, Telstra Global.
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The key features of Telstra’s VCC solution include lead management and campaign, script editing, automatic call recording capabilities; the ability to create a single queue across voice, SMS, email, web chat and social media and availability of multi-device real-time reporting on desktop, mobile or tablet devices. It also comprises of features such as rapid IVR (Interactive Voice Response), script change activation, routing selection and instant scalability in response to dynamic environments and market demand.
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