The complete virtual contact centre.
Ready to go. Anywhere, anytime
To remain competitive, you need to offer the ultimate in customer service, before, during and after every sale. But call centre infrastructure can be complicated and costly. TELUS CallCentreAnywhere is the cost-effective solution for your organization.
- Fully hosted solution provides predictable costs with a fixed monthly fee, and freedom from maintenance concerns
- Integrated multi-channel services mean customers can choose to interact with you by phone, Web, email and more
- Customers reach the right person the first time with dynamic multi-channel routing
- Provides the scalability and flexibility to respond rapidly to evolving business needs
TELUS CallCentreAnywhere is one of a suite of multi-channel Managed Contact Centre solutions that provide secure, stable, low-cost and scalable infrastructures designed to help you work and collaborate more effectively within your company and externally with customers, suppliers and partners.
- Provide agents flexible working hours and the freedom to work at home
- Extend your hours of service without incurring overtime costs
- Advanced agent reporting capabilities let you respond quickly to issues or increased demand
Reduce the risk of business interruption. CallCentreAnywhere is housed at TELUS Internet Data Centres, which feature fully redundant architecture, 24/7 monitoring
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.
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