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Do you want an advanced contact centre solution - one where intelligence is located in the carrier network so your disparate resources can be united into a single virtual centre?

Optus IntelleConnect is an advanced contact management system providing intelligent contact routing and multimedia contact centre capabilities. You can unify multi-site call centres and teleworkers within the Optus network, no matter where they are located. Multiple contact channels - from web, phone, chat, collaboration and email - can also be integrated, enabling you to provide a consistent level of service regardless of the channel.

Ask your Optus Account Manager today, how an Optus IntelleConnect solution can optimise your call centre operations. It can be deployed over your existing PBX/ACD equipment, enabling you to leverage existing assets.

Features

Virtual contact centre - Customer contacts are segmented and pre-routed from the Optus network directly to specific agents across single or multiple call centres.

Integrated contact - Multiple contact channels such as phone, chat, collaboration and email can be managed through the intelligent contact centre.

Computer Telephony Integration - A profile of the caller can be presented at the agent’s desktop when the contact is accepted by the agent.

Redundant and scalable - A fully redundant and resilient service, the network is fully managed with 24 x 7 customer support. You also benefit from up-to-date contact centre application technology and software and hardware upgrades that are often unaffordable for stand alone organisations.

Comprehensive reporting - As a network based service, real time call monitoring is available. You can pro-actively monitor and manage the logical call flow of your virtual contact centre with Optus IntelleManager.

Brochures

Optus IntelleConnect Brochure

Optus Contact Center Solutions Overview

Benefits

Helps build customer loyalty with personalised service - Each call is routed to the most appropriate and first available agent across the entire centre while the call is still in the network. As a result, the caller is connected to the agent best suited to assist them with their needs with minimum delay.

Improved agent productivity - A screen pop-up provides a profile of the caller as the call is answered. This allows the agent to spend more time effectively servicing the customer and maximising the value of each contact.

Reduced staffing costs - You can manage over-staffing of individual call centres to handle peak call periods by automatically routing to other centres.

Reduced telecommunication costs - Shorter queuing and conversation times help you to reduce telecommunication costs.

Improved management information - Centralising management information and amalgamating reports from different centres and contact channels allows you to have more accurate and consistent benchmarking of your contact centre operations.

Why buy this product

Optus is a leader in delivering inbound services. One of a suite of services, Optus IntelleConnect is our top of the range service.

We partner with the Contact Centre Practice team at Alphawest our wholly-owned ICT services subsidiary to provide you with the specialised design and services you need to customise your contact centre including:

• Intelligent call routing design and support
• Interactive Voice Recognition (IVR) automation
• Customer Relationship Management (CRM) integration
• Computer Telephony Integration (CTI)
• Work Force Management
• Call Recording
• Reporting

Commercial overview

Contact your Optus Account Manager to design an Optus IntelleConnect solution that meets your specific needs.

Contracts

Optus may contract with its customers either on an individual basis, or by way of a standard form of agreement (Standard Agreement). To view the Standard Agreement documents for Optus Business voice services, please go to www.optus.com.au/standardagreements.

SLA

The target service levels are:

Technical overview

Designed with flexibility in mind, Optus IntelleConnect services are equally capable of supporting a voice centric call centre through to the emerging IP centric applications of the future. We are able to control the applications across both environments simultaneously, so as phone-based and web-based support services converge, the intelligent control and business logic remains unchanged, giving you seamless migration to IP services while leveraging your existing assets.

Support overview

For service enquires, billing, incident handling and changes

To report an incident, log a service request or make enquiries please call your assigned service desk number, otherwise call 134 315, operating 24/7 for incident handling and Monday to Friday 8:00am - 5:30pm AEST for other enquiries

To see other contact details for Optus click here.