Telstra Corporation has signed a strategic agreement with Oracle Corporation Australia making it the first Australian telecommunications carrier to offer a hosted web based contact centre solution to business and government customers in the Australian marketplace.
Based on a solution developed by Oracle and localised by Telstra for the Australian marketplace, the value of the web-based contact centre has already been recognised by a number of organisations, which are currently trialing the new Telstra solution.
According to Telstra, the agreement with Oracle marks the next phase of the development of Telstra’s portfolio of contact centre solutions, while enhancing Telstra’s commitment to delivering innovation to the enterprise and government sector.
Telstra’s agreement brings together Telstra’s leading data and IP technology and Oracle’s call centre software, Telephony@Work CallCentreAnywhere, to offer businesses a fully integrated, on demand and affordable contact centre solution.
Telstra is committed to offering integrated solutions that give customers major productivity savings. Web-based contact centres reduce traditional technology-related entry costs while providing flexibility, rapid scalability and multi-media capabilities.
As the contact centre now is such an integral part of the customer relationship, the web contact centre can increase customer satisfaction due to the flexibility of the customer being able to use the contact method of their choice.
Oracle’s call centre solution is part of its on demand offering. According to Oracle, this arrangement enables Telstra to offer a hosted, virtual call centre infrastructure to its wide customer base and for Telstra customers, the solution will provide a more accessible, affordable alternative to traditional, capital intensive premises-based systems.
Telstra’s web based contact centre solution is ready for commercial roll-out.