Why choose Optus Cloud Contact Centres?
Meet, recognise, delight, and secure each client interaction. Optus Cloud Contact Centre provides a modern, managed service with next-generation AI capabilities, designed to elevate customer experience (CX) through omnichannel support and a commitment to continuous improvement.
- Expert support: Access to expert CX consultancy and support via a dedicated team of more than 50 engineers and practitioners, offering industry-leading advice and assistance.
- Enhanced customer satisfaction: Improved customer engagement with seamless omnichannel support, creating a smooth, unified experience.
- Improved response times: Faster responses with advanced AI, helping customers find answers quickly and reducing wait times.
- Reduced agent workload: Fewer post-call tasks with auto-summarisation, logging conversation details directly into CRM systems.
- Compliance support: Adherence to policies and procedures through the deployment of advanced quality management tools.
- Personalised interactions: Tailored customer engagements with predictive analytics that address individual needs.
- Customisation: Adapts to specific CX requirements through flexible AI and analytics options, adjusting to changing needs.
- Continuous improvement: Optimal CX performance with proactive updates and feature enhancements, supported by quality management tools that uphold compliance standards—such as confirming the compliance statement, "all calls are recorded for training and compliance requirements", at the beginning of each call.
- Flexibility: Suitable for organisations at different CX maturity levels, from initial setup to advanced AI-driven environments, enabling seamless adoption of new AI and automation capabilities.
- As-a-Service model: Operates as a Service to reduce the complexity of managing infrastructure, while offering flexibility and scalability for evolving CX needs.
What is Optus Cloud Contact Centre ?
Meet, recognise, delight, and secure each client interaction. Optus Cloud Contact Centre provides a modern, managed service with next-generation AI capabilities, designed to elevate customer experience (CX) through omnichannel support and a commitment to continuous improvement.
Core features and capabilities include:
- Omnichannel engagement: Connects across voice, SMS, email, and social channels, providing a unified customer experience that transitions smoothly between channels.
- Advanced AI automation: Powers natural, conversational interactions through AI, enhancing issue resolution and reducing response times.
- Auto-summarisation: Logs conversation summaries directly into CRM systems, saving time on manual tasks and supporting compliance requirements.
- Flexible AI and analytics options: Provides analytics tools, including topic and journey tracking, offering insights that optimise CX strategies based on real-time data.
- Customisation through vendor partnerships: Combines best-in-class technologies to deliver secure communications and flexible analytics, adapting to unique CX needs.
- End-to-end lifecycle support: Covers every phase of CX of the CX journey, from initial planning to deployment and continuous improvement.
- Proactive updates and feature rollouts: Adopts, aligns, and optimises CX solutions with evolving business needs and goals.
- Scalable solution: Supports organisations at various CX maturity levels, from consolidating systems to implementing advanced, AI-driven CX innovation.
Optus Customer experience partnerships
We’ve partnered with best-in-class technology providers for over 25 years to bring advanced CX capabilities that modernise your customer experience. With independent expertise in leading customer experience technologies, we help you maximise the value of your ecosystem and manage all services end-to-end.
Together, Optus and NICE deliver the next generation of customer experience, powered by NICE CXone technology.
What we've achieved:
- Over 10 years of joint experience and 65+ deployments make Optus NICE’s largest partner in the APAC region, supported by 50+ specialists in NICE CXone technology.
- Named NICE Partner of the Year for six consecutive years, including APAC Partner of the Year in 2023.
- Carrier-grade infrastructure combined with advanced AI and predictive analytics supports rapid scaling and future-ready capabilities.
What we offer:
- Enhanced CX, backed by a dedicated team of consultants to optimise each step of the process.
- Proven deployment, drawing on insights from nearly 65+ implementations for smooth, low-risk execution.
- Simplified management with a single point of contact for all CX needs.
Try free NICE CXone in your contact centre for 60 days*
*Terms and conditions apply
Optus and Cisco Webex combine secure, managed connectivity with the latest tools for modern collaboration.
What we've achieved:
- A 25+ year partnership with 2,000+ joint customers, 500+ Cisco Black Belt certifications, and dedicated go-to-market resources.
- A multi-year program focused on secure managed network services that adapt to evolving business needs.
What we offer:
- End-to-end contact centre and voice calling solutions powered by Webex.
- Dedicated consultants to optimise deployment and ensure low-risk execution.
- Proven deployment strategies that minimise disruptions.
- A single pane of glass for unified management and real-time visibility across systems and sites.
- Flexible deployment options for a smooth transition to the cloud.
Try free Cisco Webex in your contact centre for 60 days*
*Terms and conditions apply
Challenge:
A healthcare provider needed a centralised, compliant contact centre to replace an outdated system.
Solution:
Optus deployed a 150-seat contact centre with integrated quality management and audio recording tools.
Results:
Achieved 93% first-call accuracy, full customer journey visibility, and mobile access for coordinators.
Financial services
Challenge:
Managing over one million interactions yearly, a financial services firm needed a scalable, cloud-based contact centre.
Solution:
Optus launched a 208-seat omnichannel contact centre with AI-powered auto-summary.
Results:
Scaled from 140 to over 400 agents, reduced costs, and improved call processing times with AI. Challenge:
Utilities
Challenge:
A utility company sought to replace ageing infrastructure and handle 10,000 daily interactions.
Solution:
Optus provided a cloud platform with voice, email, call recording, and analytics.
Results:
Enhanced digital engagement, reduced operational costs, and callback options for customers.
Government
Challenge:
A government organisation required a scalable, low-management telephony platform to support election sites across NSW.
Solution:
Optus implemented a cloud telephony solution for 300 head office and up to 1,000 event users, with centralised management and rural support.
Results:
Transitioned the incumbent telephony service within three months for efficient provisioning and decommissioning across all election sites statewide.
Why choose Optus for Contact Centre and Customer Experience?
Leading CX expertise
Strategic partnerships
End-to-end CX support
Case Studies and Resources
How Great Southern Bank delivered service excellence and improved operational efficiency with Optus
New technology foundations by Optus for CouriersPlease
Transforming OES customer experiences for online education
Articles
The Contact Centre: The heart of the modern enterprise
How to get started
Discover how to make your contact centre the heart of your organisation with Optus Cloud Contact Centre. Speak to an Optus CX expert today.