TELUS Digital CCaaS and CRM

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.