Meet, recognise, delight, and secure each client interaction for a unified customer experience.
Why Choose Optus Customer Experience (CX) Managed Services
Over the past 20 years we’ve built, operated, and managed contact centres across Australia, from the smallest to the largest, supporting over 100,000 contact centre agents delivering a comprehensive customer experience technologies that supports every phase of customer experience across complex, omnichannel environments.
Optus CX Managed Services empowers your business to:
- Maximise the value of your technologies: Access expert support through 50+ in-house engineers, offering quick responses and proactive issue management.
- Meet customers where they are: Deliver fast, responsive service across all customer channels, supported by real-time monitoring and streamlined operations.
- Delight by exceeding expectations: Enhance every interaction with automation, proactive issue management, and an integrated, unified CX system that reduces friction and adds value.
- Secure customer trust with robust protection: Safeguard customer information and uphold compliance standards, creating a trustworthy environment for every interaction.
- Compliance support: Adherence to policies and procedures through the deployment of advanced quality management tools.
- Drive observability with clear, actionable insights: Achieve full visibility across your CX architecture, covering network, applications, devices, and user experience.
What is Optus CX Managed Services?
Optus CX Managed Services is a comprehensive customer experience solution designed to support businesses in delivering high-quality, consistent customer interactions across multiple channels. We combine advanced technology, data insights, and strategic management to enhance every phase of the customer journey.
Intelligent Managed Services
Our Intelligent Managed Services combine robust lifecycle management with insights-driven strategies to maintain a streamlined CX operation:
- Manage full lifecycle efficiency: We can handle every phase of your CX journey, from setup through continuous optimisation, making operations seamless and focused.
- Service model options: Choose between fully managed or co-managed models, each designed to integrate with your team and deliver scalable support.
- Deliver focused expertise: Optus’s data-backed insights and strategic guidance keep your CX system efficient and adaptable, aligning with evolving business demands.
- Transition smoothly to the cloud: With a phased approach to cloud migration, Optus introduces cloud functionalities progressively, reducing disruption and boosting resilience
Digital Experience Monitoring (DEM)
Our DEM service offers continuous, real-time oversight to streamline customer and agent experiences, with capabilities that drive high service standards and proactive issue management:
- Real-time visibility across channels: DEM integrates data from all CX platforms, providing a single, unified view essential for fast, effective service adjustments.
- Resolve issues early: DEM flags potential problems before they impact service for quick solutions and consistent service quality.
- Complete experience management: DEM delivers seamless interactions across customer touchpoints and agent workflows, keeping all aspects of CX visible and coordinated.
Continuous improvement, CX and AI innovation
Optus’s continuous improvement model empowers businesses to scale and enhance their CX systems as customer needs evolve:
- Optimise with data-driven insights: Key CX metrics highlight improvement opportunities, driving efficiencies that boost both customer engagement and agent productivity.
- Rely on dedicated CX success teams: Our consulting and customer success teams deliver actionable recommendations and introduce new features that align with your business objectives.
- Focus on targeted innovation: Optus helps keep your CX strategy relevant and resilient by advancing CX capabilities with automation, compliance tools, and performance tracking.
Retail
Optus CX Managed Services handles high-volume calls through AI-driven routing, connecting customers with the right support during peak times like holiday shopping seasons. This approach improves first-call resolution rates, reduces bounce rates, and enhances both in-store and online customer experiences.
Healthcare
Optus CX Managed Services uses predictive analytics to optimise staffing based on fluctuating patient inquiry volumes, especially during health crises or seasonal spikes. Providers maintain appropriate support levels by forecasting peak times, which reduces wait times, improves staff allocation, and controls operational costs.
Financial Services
Optus’ cross-channel platform aggregates customer interaction data from secure voice, chat, and digital channels. Agents can personalise interactions based on customer history, building trust and loyalty in a regulated sector. This approach keeps service consistent across channels, strengthening customer confidence.
Government
Optus CX Managed Services provides a unified, scalable contact centre platform to replace fragmented systems with secure, low-maintenance infrastructure. Optus customer experience supports high-volume telephony with rapid setup across multiple sites during critical events to maintain essential networks and streamline operations in urban and rural locations.
Why choose Optus for Contact Centre and Customer Experience?
Leading CX expertise
Optus provides reliable, scalable CX management with 50+ CX experts and experience supporting more than 100,000 contact centre agents. With greater than average renewal rates, our customer retention is amongst the highest in the country.
Strategic partnerships
Optus delivers secure, AI-driven communications and modular customer experience solutions with analytics, automation, and customisation options through partnerships with leading technology providers. Our independent expertise lets us help you maximise the value of your technologies.
End-to-end CX support
Optus provides comprehensive support across customer experience, employee experience, network, and mobile services, delivered through advisory and design, technology engineering, and managed services. With flexible models—fully managed or co-managed—Optus creates a tailored, integrated ecosystem that aligns with your goals and drives superior customer experience outcomes.
Case Studies and Resources
How La Trobe University is transforming the future of higher education
Discover how Optus modernised La Trobe University’s contact centre with AI-driven tools and cloud integration to provide seamless, omnichannel support for 37,000 students and 3,000 staff.
New technology foundations by Optus for CouriersPlease
Learn how Optus modernised the CouriersPlease contact centre with inbound and outbound numbers to enhance customer and driver communications through a reliable, cloud-based system.
Transforming OES customer experiences for online education
Discover how Optus partnered with OES to enhance online education experiences with NICE CXone, delivering real-time insights, streamlined workforce management, and improved self-service tools for students and partners.
How Great Southern Bank delivered service excellence and improved operational efficiency with Optus
Discover how Great Southern Bank improved customer satisfaction, reduced wait times, and boosted employee engagement by partnering with Optus to deploy a cloud-based contact centre solution.
The Contact Centre: The heart of the modern enterprise
Discover how modern contact centres drive business success by enhancing customer experience, boosting productivity, and ensuring seamless communication.
Empowering success: AI in your business arsenal
See how Optus is unlocking the potential of AI to streamline operations, improve customer experiences, and drive measurable business outcomes with cutting-edge, responsible AI solutions.
How to get started
Learn how Optus CX Managed Services delivers end-to-end support for your customer experience journey. Speak to an Optus CX expert today.