Medium & Large Business

TELUS CallCentreAnywhere is a cost-effective hosted contact centre solution, providing integrated multi-channel access, easy self-service, and 24/7availability for organizations requiring effective customer collaboration tools.

Dynamic, multi-channel routing

Calls, e-mails, callbacks, Web chats and voice mail are distributed to agents based on specific business rules, while matching the skill-level attributes of available agents.

Benefit: Providing customers with flexible ways to contact agents skilled to help them, giving a more positive experience and providing your business with a key competitive advantage.

Seamless interaction management

Agents can seamlessly manage all media interactions from a single, browser-based interface. As new interactions arrive, agents receive Computer Telephony Integration (CTI) screen pops from ODBC-compliant data sources.

Benefit: Allows call centre agents to identify inquiries quickly and guide customers to a speedy resolution. It allows agents to work more efficiently, handling more inquiries more successfully, and increases customer satisfaction.

Advanced e-mail capabilities

E-mail inquiries are routed to agents according to business rules to accommodate callers who want to contact agents via e-mail. Supervisors can track e-mail transcripts so customer-agent correspondence can be monitored.

Benefit: Agents can collaborate more effectively and efficiently with your customers, suppliers and partners by referring to written transcripts documenting the history of any correspondence.

Co-browsing and Web collaboration

Agents and clients can simultaneously engage in live, interactive collaboration sessions using integrated push technology. Clients can interact with agents in real time, who can guide them effortlessly to online forms, URLs, special offers or general information.

Benefit: Extends agent interaction capabilities to deliver customers a more meaningful call centre experience. Agents can respond to questions immediately, and provide assistance and support in real time, providing a more personal call centre experience, helping to build customer loyalty.

Interactive Voice Response (IVR)

Automated voice menus can be customized to gather critical routing information, such as client IDs, or deliver pre-recorded announcements – instantly and without programming – to route clients to workgroups quickly, so they can get the information they need.

Benefit: Enhances the call centre experience for customers on the go, by putting simple information, such as business hours, or critical information, such as service outages, directly in their hands, without having to wait for an agent.

Advanced supervision and coaching capabilities

Supervisors can listen in on calls without detection and can coach agents if required, join calls, and view agents' screens; giving them the ability to monitor Web chats or e-mail responses, and even take over agent screens.

Benefit: Allows supervisors to work with agents to improve job performance, and subsequently job satisfaction, decreasing call centre turnover. Improved performance leads to an increase in the number of successful interactions and customer satisfaction.

Automated/On-demand call logging

Supervisors can automatically record calls or make call recordings on demand to help them with coaching agents or monitoring call centre initiatives. On demand call logging can also be performed by agents.

Benefit: Improves the overall level of quality assurance within the call centre by providing supervisors with the opportunity to analyze caller interaction and provide detailed feedback to agents.

Administration and instant report generation via browser menu selections

Contact centre administrators can easily customize applications using parameter-based configuration. They are able to create complex routing and business rules, based on customer priorities and agents skills, to meet the multi-faceted needs of their call centre.

Benefits: Since all technologies are integrated by design, implementation takes just hours, which accelerates time-to-market initiatives or plans and guarantees a lower cost of deployment.