Friday, 15 December 2017

Telstra Global powers Flat Planet’s Asia expansion

Telstra Global
Wednesday 10 April 13

Telstra Global, a leading global supplier of managed network and hosting services, today announced an agreement with Flat Planet to provide cloud-based Virtual Contact Centre (VCC) services to support its global expansion. Flat Planet, Australia's leading virtual talent company, provides Business Process Outsourcing (BPO) services to customers across Australia, Asia, North America and Europe. Telstra Global's VCC service is an innovative cloud…

Telstra Global, a leading global supplier of managed network and hosting services, today announced an agreement with Flat Planet to provide cloud-based Virtual Contact Centre (VCC) services to support its global expansion.

Flat Planet, Australia's leading virtual talent company, provides Business Process Outsourcing (BPO) services to customers across Australia, Asia, North America and Europe.

Telstra Global's VCC service is an innovative cloud-based software solution combined with world class voice and data networks, which enables BPO contact centres to improve customer service. Flat Planet is Telstra Global’s first external customer on the VCC global platform.

Chris Moriarty, Chief Executive for Flat Planet said: “Flat Planet prides itself in delivering high quality BPO services and in today’s market this means a contact centre technology platform that delivers strong functionality combined with greater direct control and agility.

“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.

“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. Having a true partner for our business is important to us and we have been impressed by the strength of Telstra Global’s team and the VCC solution,” Mr Moriarty said.

Telstra Global Director for Portfolio and Marketing Nathan Bell said: “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”.

Key features of the Telstra Global VCC solution include:

• Global cloud platform accessible by agents at different locations – main contact centre, remote contact centre as well as from home, via secured internet connection;
• Concurrent licencing model which reduces cost by allowing global organisations to share licences across contact centres in different countries and locations;
• Advanced inbound features such as rapid IVR (Interactive Voice Response) and script change activation, routing selection and instant scalability in response to dynamic environments and market demand;
• Advanced outbound features such as lead management and campaign, script editing, automatic call recording capabilities;
• Multi-media agent queue and campaigns – the ability to create a single queue across voice, SMS, email, web chat and social media;
• Multi-device real-time reporting is available on desktop, mobile or tablet devices;
• Rapid disaster recovery – a live disaster recovery site can be accessed by agents, activated from various locations, even from home; and,
• Integration capability with existing technologies, enabling businesses to introduce innovation, functionalities and scalability, whilst still able to drive value from their existing platform.


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