Name: TELUSCloud Contact Center
Rating: 6.3 (2 reviews)
Author: TELUS International

Customer Training

Help Desk

Web and Video Conferencing

Customer Support

Cross-Browser Testing

Feature Management

Product Analytics

Virtual Reality

Development

Business Intelligence (BI)

Collaboration

Contract Analysis

Emissions Management

Payment Facilitation

Workflow

Enterprise

Accounting

Accounts Receivable

CTRM

Travel Management

Treasury Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

API Management

Change and Configuration Management

Cloud Migration

Cloud Storage

Configuration Management

Data Deduplication

Database-as-a-Service (DBaaS)

Fraud Detection

Game Engine

Integration Platform as a Service (iPaaS)

Managed Public Cloud Infrastructure

Migration

Mobile Data Security

Mobile Identity

Network Performance Monitoring

SaaS Management

Sensitive Data Discovery

Software Composition Analysis (SCA)

Time Series Databases

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Content Marketing

Email Marketing

Marketing Automation

Online Reputation Management

Social Media Management

Social Media Publishing

Survey & Forms Building

Web Analytics

Marketing

AI Meeting Assistants

Project Management

Task Management

Professional Services

Customer Relationship Management (CRM)

Lead Generation

Sales Enablement

Sales Incentive Compensation Management

Sales Performance Management

eCommerce Analytics

Sales

Cloud Infrastructure Entitlement Management

Intrusion Detection

Security

Aviation

Banking

Geographic Information

Insurance Agency Management

Insurance Claims Management

Physical Therapy

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.

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Genesys Cloud CX 3 - Digital + WEM

Genesys Cloud CX 3 Digital + WEM + Voice

Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.

CX Cloud Essentials

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CX Cloud Elevate

CX Cloud Elite

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TELUSCloud Contact Center

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

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 International

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Enables agents to track and view their individual and team performance.

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Forwarding of calls to the appropriate agents.

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Tools that allow managers or team leaders to evaluate and track agent performance.

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Record conversations to improve service quality by evaluating agent-customer interactions.

Ability to monitor conversation content, administer evaluations, establish policies etc..

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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

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TELUS Cloud Contact Center (TC3)
Formerly Xavient Digital) Cloud Contact Center (TC3

Overview

What is TELUS Cloud Contact Center (TC3)?