Managed network and hosted services provider, Telstra (News - Alert) Global, has announced the availability of its global Virtual Contact Center (VCC) solution. IPscape, a contact center application provider, powers the VCC, the first cloud CRM application of its kind to offer full integration into a global telecommunications portfolio.

This new service offers the unique ability to deliver the latest in cloud innovation supported by highly resilient network and hosting services, according to this Wireless Federation report. In addition to the availability of Telstra Global’s data and voice networks, this cloud CRM supported solution provides companies of all sizes easy access to a multi-channel experience managed by a single service level agreement.

The VCC also enables innovative companies to take full advantage of their technology to create an agile and state-of-the-art service experience. The benefit is greater commercial flexibility and business agility. As a result, companies can quickly scale their contact center capabilities to meet new initiatives, including product launches and peaks in customer demand, without making a long term commitment.

The platform is easily updated or changed within minutes when campaign scripts need to be updated, new agents need to be added, campaigns change or when remote agents need to be activated. Real-time cloud CRM integration is also available to ensure customer calls are directed to the right operator, regardless of the communication channel selected.

According to Nathan Bell, Telstra Global’s director of portfolio and marketing, leading global businesses are now turning to innovative public cloud CRM solutions to help position them for better response to consistently changing customer demands. At the same time, they also want greater business and commercial flexibility.

In the market today, customers are using a variety of different devices to connect with businesses to meet customer service needs and ensure they do so in a more agile and responsive way. Likewise, contact centers need to be able to accommodate fluctuations in customer demand, something cloud CRM can improve.

IPscape (News - Alert) CEO, Simon Burke, believes this new partnership can help to accelerate the adoption of cloud solutions within the Asian region as more businesses are using Telstra Global VCC in the creation of an agile and smart customer experience solution.

The partnership between Telstra Global and IPscape will enhance the experience for those customers leveraging the new virtual contact center solution. The integration with a cloud CRM application ensures the solution can deliver added value within the customer care environment. Likewise, deployment takes weeks instead of months to minimize downtime and speed time to a solid return on investment.

Want to learn more about cloud communications? Then be sure to attend the Cloud Communications Expo, collocated with ITEXPO West 2012 taking place Oct 2-5, in Austin, TX. The Cloud Communications Expo will address the growing need of businesses to integrate and leverage cloud based communications applications, process enhancement techniques, and network based communications interfaces and architectures. For more information on registering for the Cloud Communications Expo click here.

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