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Inbound voice services

Inbound voice services

Helping to deliver great customer service.

While the world is busy embracing the digital age, many people still like to pick up the phone and talk to a person.

Channels consumers expect to be able to use
Source: Optus Future of Business Report 2013

First impressions count

The experience callers have when they contact your organisation can be critical to your success - a key challenge is how to deliver a great service while still running your business efficiently and containing costs.

A reliable and cost effective inbound voice solution using the Optus Business network is just the start.

Maintain your business presence

Using National Inbound services your customers can use easy to remember single 13, 1300 or 1800 numbers from anywhere in Australia, while overseas callers can easily contact you using our International Inbound services.

Enhance your marketing.

13SMS - Allow customers to contact your business by sending a simple SMS to your existing voice enabled 13, 1300 or 1800 numbers. A range of features help your business benefit from the popularity of mobile messaging as a customer contact point.

Phonewords - Turn your phone number into a word for easy recall and brand reinforcement. Easy to use and hard to forget, Phonewords are an effective sales and marketing tool that can help you engage with your prospects and customers.

Intelligent call steering and self service

We offer a range of services to enhance your standard Optus inbound telephone service. These solutions leverage the Optus Intelligent Network and Optus Network Interactive Voice Response (IVR) service to provide call steering and self-service options before routing calls to your contact centre agents.

The services deliver value to large organisations seeking call centre efficiency and an enhanced customer experience but can be just as valuable for smaller organisations to streamline response on their inbound service numbers.

Easy management and reporting

Controlling, monitoring and managing inbound services - The Optus Inbound Service Management (ISM) web application gives you real time control over your call routing, so you can easily react to changing business conditions or even divert all calls to another service in the case of an emergency at a call centre. The changes you make to your Inbound Voice services using this application are effective within a matter of seconds and without service interruption.

Inbound service reporting - Gain customer and business insights with Optus Insight Plus comprehensive online reporting tool. Designed to make reporting of your Inbound Voice services smarter and more efficient, it offers an easy and hassle free way to manage your business telecommunications costs and service traffic, helping you to save time, identify potential cost savings and make reporting simple.

On-demand contact centre

We also offer on-demand contact centres hosted in the cloud, giving you the flexibility to rapidly scale your contact centre up and down, paying as you use.

With Optus On-demand Contact Centre capability you can add contact centre resources as and when you need them. All that is required for agents to use the Optus On-demand Contact Centre solution is a phone and a PC with internet connection, so you can get started quickly and begin taking calls. You can route inbound callers to agents, use the automated outbound dialler and deliver a great customer experience while keeping your operations lean and efficient.

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Why use on-demand?

On-demand contact centre solutions are perfect for:

  • Growing organisations - with low upfront costs there is no need for you to invest in expensive capital equipment, and you can scale up easily as your business grows.
  • Meeting seasonal demand - you can provide great customer service during times of high demand while not paying for excess capacity when it's not required.
  • Engaging teleworkers - it's so easy for home workers to log in and start work. All they need is a PC and broadband internet connection.
  • Building resiliency - you can use an on-demand contact centre to maintain customer services during natural disasters or other unforeseen circumstances impacting your main contact centre operations.

Our range of options and call handling features support you in creating the solution that is right for your business - whether you have a large call centre or single business outlet. We can help you to direct callers to where you want to receive calls and react rapidly to dynamic changes in your business environment.

More information To complement your inbound voice solutions for customer care communications.
Outbound voice services

Optus Inbound Solutions

Communications solutions that encourage your customers to call.

Find out more

Optus International Inbound Services

Communications solutions that encourage the world to call.

Find out more

Network IVR and call routing

Intelligent call steering and self-service.

Find out more

On-Demand Contact Centre

Extend your contact centre with on-demand capability

Find out more


Customer contact solutions as a service.

Find out more