Name: TELUS Digital CCaaS and CRM
Rating: 6.3 (2 reviews)
Author: TELUS Digital

Customer Training

Help Desk

Web and Video Conferencing

Customer Support

Continuous Integration

Virtual Reality

Development

Attendance Tracking

Education

Business Intelligence (BI)

Collaboration

Document Generation

Emissions Management

Streaming Analytics

Enterprise

Accounting

CTRM

Cash Flow Management

Crypto Tax

Financial Close

Finance and Accounting

401(k)

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Technical Skills Assessment

Workforce Analytics

Workforce Management

Human Resources

API Design

Application Virtualization

Cloud Storage

Container Management

Enterprise Backup

Fraud Detection

Game Engine

Integration Platform as a Service (iPaaS)

IoT Security

Network Performance Monitoring

Penetration Testing

SSL Certificate

Security Validation

Service Virtualization

Wireless WAN

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Audience Intelligence

Community

Content Management

Content Marketing

Demand Generation

Digital Experience Platforms (DXP)

Email Marketing

Marketing Automation

Predictive Analytics

Retail Media Advertising

Sales and Marketing Automation

Social Media Management

Survey & Forms Building

Video

Web Analytics

Marketing

Interactive Whiteboard

Professional Services Automation

Project Management

Professional Services

Construction CRM

Customer Relationship Management (CRM)

Sales

API Security

Security Information and Event Management (SIEM)

Security

Animal Shelter

Banking

Debt Collection

Intelligent Document Processing

Interior Design

Legal Billing

Retail Execution

Tax Practice Management

Vertical-Specific

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The TELUSCloud Contact Center is a cloud-based solution designed to streamline customer interactions and enhance contact center management. According to the vendor, this product is suitable for larger deployments of 50+ agents and can be utilized by various professions and industries, including customer service professionals, contact center managers, sales and marketing teams, as well as the healthcare and travel/hospitality sectors.

## Key Features

**Cloud Contact Center (TC3)**: The vendor offers a hosted, on-demand, multi-tenant omnichannel contact center solution based on Cisco's Hosted Collaboration platform. They claim that it allows entities to focus on their core business while leveraging TELUS International's CX expertise, with no capital expenditure, maintenance, or upgrade costs.

**Cloud Contact 360 (CC360)**: The product is described as a pure-cloud, omnichannel service accessible anywhere with an internet connection. It leverages a partnership with Thrio and integrates with remote virtual desktops and a full suite of CX solutions. The vendor states that it offers scalability for small to enterprise-sized clients and features a drag and drop IVR workflow engine application.

**Human-centered design**: According to the vendor, the integrated DX and CX solutions prioritize building human connections and recognize the impact of corporate culture on engagement and innovation.

**Improve cost of ownership & scalability**: The vendor claims that no contact center specific hardware is required, and the solution can easily scale up or down as business needs change. They state that it offers a predictable monthly per seat fee and minimal capital expenditure.

**Full support & management**: The TELUSCloud Contact Center is fully engineered, hosted, and managed by TELUS, providing a single point of contact (SPOC) with superior support levels. According to the vendor, this frees up IT resources to focus on core business activities.

**Business continuity & security**: The vendor offers risk and security assessments based on required cloud configurations. They state that the product includes features such as centrally managed IT, encryption VPNs, encrypted data in the cloud, two-factor authentication, and access to TELUS Tier 1 Data Centers for superior redundancy and security.

**Superior tech stack**: The TELUSCloud Contact Center leverages the latest CX technology integrated and managed by TELUS. The vendor highlights partnerships with industry-leading companies like Cisco, Thrio, itopia, Google, Verint, Avature, and more, ensuring optimal features and functionality.

**Agent flexibility**: According to the vendor, the cloud-based access enables agents to work from anywhere, supporting work/life balance and work-at-home/Work Anywhere solutions.

TELUS Cloud Contact Center (TC3) is a hosted, on-demand, multi-tenant omnichannel contact center solution based on Cisco’s Hosted Collaboration platform - an end-to-end, fully managed, enterprise grade solution that allows entities to focus on their core business while leveraging TELUS International's CX expertise.

TELUS International is the company formed from Xavient Digital, after that company's acquisition by TELUS in 2018.

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

Genesys Cloud CX 1 - Voice

Genesys Cloud CX 2 - Digital

Genesys Cloud CX 2 - Digital + Voice

Genesys Cloud CX 3 - Digital + WEM

Genesys Cloud CX 3 Digital + WEM + Voice

TELUS Digital CCaaS and CRM

Product Implementation Services

Likelihood to Recommend

Contact Center Software

Workforce Optimization (WFO)

Agent dashboard

Validate callers

Call forwarding

Click-to-call (CTC)

Warm transfer

Interactive voice response

Call tracking

Inbound call routing

Recording

Quality management

Call analytics

Historical reporting

TELUS International (formerly Xavient Digital) designs, builds and delivers digital solutions to enhance the customer experience (CX) for global brands. The company’s services support the full lifecycle of its clients’ digital transformation journeys. TELUS International’s integrated solutions and capabilities span digital strategy, innovation, consulting and design, digital transformation and IT lifecycle solutions, data annotation and intelligent automation, and omnichannel CX solutions that include content moderation, trust and safety solutions, and other managed solutions. TELUS International partners with brands across high growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality.

TELUS Digital

Dropbox

Dropbox Business

Splashtop Business Access edition

Microsoft Teams

TELUS (formerly Xavient Digital) Cloud Contact Center (TC3) 2021-04-20 18:49:25

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

Not flexible

Not difficult

Multiple platforms

Contact center

Multiple customers

Hassle free

Multiple apps

Customer issues

24 7

Easy to manage

Manage users

Customer interaction

Easy to setup

Social media

Multiple device

Home

It is being used across the whole organization. Employees from [a] different location can easily communicate with each other.

Easy to [manage] users
Easy to setup features
Multiple device/apps to access the services

Hardware features
Some set up are not flexible
Cost

Save on cost when combining other services
Easier to communicate with remote employees

Microsoft Teams, Dropbox Business, Splashtop Business Access

TELUS Digital CCaaS and CRM

Overview

What is TELUS Digital CCaaS and CRM?