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PureCloudContact CentreGenesys PoweredEnrich customer experiences across all channelswith a low cost, ready-to-go, global cloud solution.Find out more

ContentsProduct summary03Features and Benefits05Why Telstra?11Things you need to know12Contact13

ContentsPureCloud Contact Centre GenesysPowered is ideal for organisationswanting a simple ready to go ContactCentre solution starting at just 10 seatsand scaling up to 500 plus seats forthose larger businesses with simplerrequirements too.It is a fully featured configurablesolution delivered with the simplicityof the cloud, combining the advancedcapabilities of Genesys, the leaderin omni-channel contact, with ourexpert support, experience andglobal networks.Product Summary PureCloud Contact Centre Genesys Powered

ContentsProduct Summary PureCloud Contact Centre Genesys PoweredAnticipate and enhance customer experienceEasy to deploy and to manage PureCloud covers Voice, Email, Chat, SMSand Social channels via a single, intuitiveweb interface. PureCloud requires no hardware/software installationor integration and can be set up in as little as 6 weeks. The core solution provides essential contactcapabilities like auto-attendant, call routing,customer response, and reporting functions. You can provide a true omni-channel experienceby maintaining context and reporting across allcommunication channels. You can also map customer activities acrossyour entire business to predict needs andproactively respond. This helps you provide a seamless, intimateand consistent experience across every stageof the customer conversation, while supportingcontinuous improvement in customer serviceand operational efficiency. The fully hosted model eliminates the need foron-premises equipment and maintenance. Staff can work from home or the office – all theyneed at a minimum is internet access to connectto the world. Together with low set-up costs and competitive,monthly usage plans, PureCloud provides advancedcontact centre functionality with a significantlylower TCO than comparable on-premises solutions. All functions are easy to control. You won’t needtechnical skills, IT teams or a managed serviceprovider. Anyone in your organisation will be ableto manage the solution. PureCloud is available in a range of plans to suit.You can take advantage of new contact channelsand features without major capital cost ormanagement complications. You can easily scale,and as it works with most phone and CRM systems,your existing investments can be protected.

ContentsFeatures and Benefits PureCloud Contact Centre Genesys PoweredFeatures and benefitsInbound routing/queuingof communicationsFeatures Auto-attendant – provides call routingbased on customer touchphone input Voice, email and chat communicationscan be routed through the same queue Skills-based routing based on staffproficiency and call priority Open APIs – predefined adaptersto integrate with supported CRMsolutions like Salesforce, Zen Deskand MS DynamicsBenefitsQualitymanagement Interaction recording Real-time monitoring Search tools to locate recordedinteractionsAgent A single interface to manage customerinteractions across channels Scripting, document access andcanned responses Track, replay and store inbound/outbound interactions via interactivedashboards Automates initial contact to save timeand reduce the load on your staff Assess agents and train them inareas where they need to improve An easy to use dashboard helpsagents work more efficiently Agents can efficiently handleinteractions from all channels, andeasily switch to the channels with thehighest incoming queries Enhance customer experienceand speed of resolution Improve quality and timelinessof agent responses Send the call to the most skilled agent,or according to call importance Pushes call context so agents canidentify customers, personalisecontact, or provide a premium serviceto valued customers

ContentsFeatures and Benefits PureCloud Contact Centre Genesys PoweredPerformance toolsFeatures Assign agents to queues where needed Monitor, coach, and offer supervisorassistance on callsReal-time analytics Interactive dashboards and viewsdisplay real-time metrics for thecontact centre, queues, agents,and interactions Statistics of queues across channelsin real-timeHistorical reporting Easily schedule and run a wideselection of reports about interactionsin PDF or XLS APIs allow you to connect historical andreal time data to external sources Up-to-the minute staff responsetimes, types of queries and more Real-time and historical performancestatistics for queues in yourorganisation Ability to specify daily, weekly,or monthly viewsBenefits Full visibility and control of agentsfrom an easy to use interface Quickly assign priority to channelswith high usage at any given time Fine tune staff performance andservice Identify areas of customer delaysor frustration and quickly rectify No need to install software Easily customise views and reportsto suit your needs Flexibility to supervise and coachstaff when you’re on the move Access reports from anywhere youhave internet access Gain insight to continuously improvestaff performance and customerservice Understand the performance of yourcontact centre View reports from anywhere you haveinternet access

ContentsFeatures and Benefits PureCloud Contact Centre Genesys PoweredInteractive Voice Response (IVR)Features Cloud hosted platform Simple point and click control with a web-based tool Support for voice and touch phone interactions,plus text to speechWeb chat and email Seamless integration with your corporate emailand chat servers Customers can email or chat with staff usingstandard response templates Integrated IVR and contact centre capabilitiesBenefits No costly set-up or integration required Scale up and down based on demand Simple configuration – pre-built templates mean nocoding/technical skills or professional help needed Easily create and modify your own IVR scripts Use the best interaction method – Directed Dialogueor Touchtone Provide a seamless interaction journey for your customersand more personalised service Have cost certainty as well as flexibility to meet increasedcall volumes Add new communications channels with minimumtime and effort Enables customers to communicate with you in theway they prefer

ContentsFeatures and Benefits PureCloud Contact Centre Genesys PoweredCRM integrationFeatures PureCloud for Salesforce offers advanced call controls insidethe Salesforce CRM system. Features include basic call logsupport, click-to-dial, screen pop, and more PureCloud for Zendesk offers advanced call controls for theZendesk CRM system. Features include basic call attributesupport, click-to-dial, screen pop, and more Microsoft Dynamics 365 data actions provides static actionsand allows you to create custom actions for data in MicrosoftDynamics 365. Use these data actions to make routingdecisions within your interaction flow in Architect, presentinformation to your agents in Scripts, or to act on data inother ways.Benefits Continue to use the platform your people know No extra CRM investment needed Adaptable – APIs integrate with most CRM systems Save time on customer look-up Personalise service by having customer history on hand Provides a unified view to save time and effortWorkforce management Real-time adherence. Compare agents’ current statusagainst scheduled work time. Intraday monitoring. View and monitor the differencebetween original forecasts and what actually occursin the day in real time Historical adherence. See how well agents have followedtheir schedules in the past View an agent’s schedule. Agents can access theirschedules from the agent dashboard, create andview time off requests, and see if they are adheringto the schedule. Configure management units, set up activity codes,and manually create schedules Additional licensing offers you more robust features,including short-term forecasting, load-based schedulegeneration, administration, and time off againstscheduled work-time

ContentsFeatures and Benefits PureCloud Contact Centre Genesys PoweredSecurityand complianceFeatures PCI DSS 3.0 Level 1 – Secure Pause and Secure IVR havebeen validated by an external Qualified Security Assessoras Level 1 PCI DSS-compliant. Both Secure Pause and SecureIVR are certified for PCI Compliance with either local Edgedevices or with virtual edges and PureCloud Voice in anydeployment region.High availability(AWS platform) 99.95% target availability SSAE 16 Type II – financial records andreporting standard SOC 2 Type II and/or ISO 27001:2013 Security managementBenefits Confidence knowing the platform meets all key industrystandards to keep interactions secure and private PureCloud uses a microservice architecture on Amazon WebServices (AWS). Each microservice operates independently,providing extremely high levels of stability and reliability

ContentsFeatures and Benefits PureCloud Contact Centre Genesys PoweredA choice ofnetwork modelsFeaturesSubscription-based pricing Fully hosted – shared network model – calls can be deliveredover the PSTN to a fixed landline number Monthly price per seat for 12, 24, 36 months with theability to burst capacity on demand The WebRTC (softphone) option only requires internet access. Calls to the agent leg and outbound calls to fixed linenumbers within Australia are included in the sharednetwork model Staff desktops and data are accessed via the public internet We also offer dedicated network models to connect yournetwork/dedicated Telstra SIP TrunksBenefits Ready to go – no dedicated network or complex data andvoice design required Avoid large capital outlays on infrastructure Predictable costs for easier budgeting Easily match demand fluctuations Simpler pricing with included fixed line calls

ContentsWhy Telstra? PureCloud Contact Centre Genesys PoweredWhy Telstra?Vast experienceThe combined strengths of Telstra and GenesysTake advantage of our expertise in customising,configuring and integrating solutions, as well astraining and ongoing advice.Telstra is the only provider with the 100% in-the-cloudPureCloud solution in Australia.We manage 20,000 contact centre seats takingover 100 million interactions a year, run one ofAustralia’s largest integrated contact centres, andare fast expanding globally.Local control with global reachAs Genesys’ partner, we offer expert knowledge oftheir solution. Our partnership provides a uniquenetwork architecture, enabling us to deliver a simpleto manage and cost-effective solution.The ability to unify collaboration and contactWe make it easy to link customer contact withUnified Communications solutions from Cisco,All data is stored and processed in Australia for datasovereignty, but you can scale across multiple servers Microsoft and Telstra.and global data centres for fast access from devices.Take advantage of seamless collaboration acrossAs well as internet access, the platform is integrated your entire business to empower productivity andcustomer service.with our SIP Connect networks and private IPnetworks. The dedicated model allows you to connectTelstra has been awarded Hosted Contact Centreyour dedicated Telstra SIP trunks and private networkprovider of the year from 2009 to 2017 by Frostto PureCloud. Our reach, reliability and security help toand Sullivan.ensure your services work at their best.Genesys is recognised as market leader in Gartner’sMagic Quadrant (Contact Centre Infrastructure andSimple and cost-effective network modelsContact Centre as a Service).Have the simplicity of one point of contact and onecharge for your entire solution across platforms andnetworks. Our price includes all calling costs fromfixed line inbound to agent desktop, and fixed lineoutbound costs for agent transfers.