OVERVIEW OPTUS CONTACT CENTRE SOLUTIONS BE A GREAT PLACE TO CALL

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1 OVERVIEW OPTUS CONTACT CENTRE SOLUTIONS BE A GREAT PLACE TO CALL

2 CONTENTS FRIENDLY VOICES, FRIENDLY SERVICES 01 NETWORK HOSTED CONTACT CENTRE SOLUTIONS 02 CUSTOMER INTERACTION AND EXPERIENCE SOLUTIONS 04 ADDITIONAL SERVICES 05

3 FRIENDLY VOICES, FRIENDLY SERVICES Contact centres are the central point of customer interaction for many organisations. The voice interacting with your customer, their performance and overall effectiveness is often reflected in your company s reputation. This is also true of the systems and processes you have in place in your contact centre. Optus understands the importance of getting it right. We also understand that there isn t a onesize-fits-all approach to contact centres, and that depending on your specific goals, you will have different needs to other organisations. We have developed a range of contact centre solutions for small and medium enterprises through to large enterprise and government organisations. From advanced intelligent call routing, to enterprise contact centre solutions, to a network-based virtual contact centre environment, we will work with you to design the solution that fits you and your customers needs. Also, Optus Contact Centre Solutions are supported by a comprehensive suite of Inbound Voice services giving your local and international customers simple and low-cost ways to contact you, such as Local Rate 13/1300 and Freephone 1800 services, as well as International Global Free Access and Universal Free Access.

4 OPTUS CONTACT CENTRE SOLUTIONS NETWORK HOSTED CONTACT CENTRE SOLUTIONS Optus offers a range of carrier network based contact centre solutions that can provide call services and disaster recovery capability beyond that of a standard inbound telephone service. With advanced control and reporting capabilities, these solutions can also leverage the Optus Intelligent Network and Optus Network Interactive Voice Response (IVR)service to provide call steering and self-service options before routing calls to your contact centre agents. OPTUS ON-DEMAND CONTACT CENTRE With Optus On-demand Contact Centre capability you can rapidly extend your current contact centre resources when and where you need them. Being a network hosted service, all that is required for agents to connect is a phone and a broadband connection, so you can get started quickly and begin taking calls. You can route inbound callers, access real-time reporting and use the automated outbound dialler to deliver a great customer experience while keeping your operations lean and efficient. OPTUS INTELLEMANAGER Optus IntelleManager is an advanced intelligent call routing solution with self-management capabilities allowing you to control and manage routing for inbound calling services, as well as monitor call traffic in real-time. Available via a secure web interface with full edit or read only user access privileges, IntelleManager enables you to make real-time changes to respond to dynamically changing business requirements. KEY BENEFITS OF OPTUS ON-DEMAND CONTACT CENTRE INCLUDE: Rapidly deploy a new contact centre or increase capacity to meet peak or seasonal demands using a cloud based solution. Maintain customer service continuity after a disaster by utilising agents from home or other locations outside your main centre. Manage inbound and outbound calls with full contact centre functionality including automated outbound dialler, inbound skills based routing, campaign management, agent scripts, real-time and historical reporting and a fully featured IVR. You only pay for the resources you require with a cost effective pay-as-you-use agent licensing model, eliminating expensive capital investment costs and ongoing maintenance charges. KEY BENEFITS OF OPTUS INTELLEMANAGER INCLUDE: Monitor the effectiveness of your call routing by viewing the distribution of calls to answer points in real-time. Easily manage and change the distribution of incoming calls to your agents with features such as concurrent call management and call overflow, differentiated call routing based on the calling customer s profile and other sophisticated call routing capabilities. Protect your business with advanced Disaster Recovery capabilities, including alternate destination answer points that can be configured and activated in real-time, and the implementation of preprovisioned standby or emergency call routing scripts that can be invoked in real-time without modifying the primary script.

5 KEY BENEFITS OF OPTUS INBOUND SERVICE MANAGEMENT INCLUDE: OPTUS INBOUND SERVICE MANAGEMENT Optus Inbound Service Management is a web-based application that allows you to view and make real-time changes to the routing configuration of your 13/1300/1800 Inbound Voice services. The Optus Inbound Service Management application gives you flexibility and control over how inbound calls are handled by your organisation. The changes you make to your Inbound Voice services using this application are made directly on the Optus Inbound Services Intelligent Network (IN) and are effective within a matter of seconds and without any service interruption. OPTUS NETWORK IVR Adding Network Interactive Voice Response (IVR) enables you to play messages to your customers, collect responses and route their calls accordingly, allowing your business to tailor how you communicate with your customers. Optus Network IVR delivers advanced IVR applications that are highly flexible and easy for you to update, maintain and support. Optus Network IVR provides your organisation with network-based caller segmentation, call steering and caller self-service capability to effectively and efficiently route calls to your contact centre agents. When combined with an Optus Contact Centre Solution, Optus Network IVR can help you improve the customer experience while increasing operational efficiency and reducing costs. Improve customer service by responding immediately to your customer s changing call patterns and your available resources. Improve business continuity and make decisions faster during unexpected situations by being able to make changes to your service at a moment s notice. Maintain full control and autonomy of your Inbound Voice call routing logic and services 24 x 7 via a simple and easy to use webbased interface, available anywhere with an internet connection. Value-added inclusion offered as part of your Optus Inbound service. KEY BENEFITS OF OPTUS NETWORK IVR INCLUDE: Assists in improving contact centre efficiency and the caller experience by automating routine requests and allowing your agents to focus on higher value and complex calls. Save costs and minimise call transfers by delivering callers to the right location the first time, including intelligently routing calls based on information securely retrieved from your CRM or IT systems. Adapt to changing business needs using self-management tools to modify call flows, answer points and announcements, including instant modification of existing information message content over the web or via the phone. Streamline the customer experience and call flow using Speech Recognition to provide a more natural interaction. Track, trend and monitor the effectiveness of your IVR services using a web-based interface for real-time and historical reporting. A high-availability networked solution that allows you to quickly deploy a scalable and feature rich IVR service with low up-front costs.

6 OPTUS CONTACT CENTRE SOLUTIONS CUSTOMER INTERACTION AND EXPERIENCE SOLUTIONS In addition to network based solutions, Optus partners with industry leaders to offer you a range of integrated contact centre solutions and services. Optus contact centre team can be trusted advisors to organisations looking to solve business problems with innovative customer service solutions. Through consultation, we can help you to identify new opportunities for development, and also the underlying cause of business challenges and then deliver the best solutions. The technical skills and expertise of our team means we are able to upgrade and implement changes to contact centre environments with minimal disruption to your business. Working with our business partners, we can design and deliver tools and applications to help customers interacting with your contact centre to have a great experience.. These can include: Advanced speech analytics and applications Workforce management and workforce optimisation (WFM/WFO) Computer telephony integration (CTI) Customised desktop applications Quality management processes and applications , web and chat management and digital / social media management Customer relationship management (CRM) integration Advanced reporting capabilities Optimisation of call recording and retrieval functionality Outbound contact management capability Optus provides a one-stop-shop for network, applications and support. Our managed contact centre services can also help organisations to access contact centre technology and stay at the forefront of the customer service industry. Optus offers a full suite of services for contact centres of all sizes. We specialise in five key service pillars: Consult Implement Optimise Plan and design Operate Our consulting capability assists you to identify and define your business challenges, and then design the most appropriate solution to meet your needs and the needs of your customers. Our solution architects, project managers and consultants are able to access global best-practice methodologies and use leading-edge tools to help create and install scalable and robust solutions for you. The service delivery model is also aligned to the IT infrastructure library (ITIL) ensuring the most appropriate resourcing and process is applied to support your infrastructure SOLUTIONS AND SERVICES THAT GROW WITH YOU. Optus has wealth of experience working with small and medium enterprises through to large enterprise and government organisations to address their contact centre challenges. Our capabilities can help you assess your current environment, determine areas for improvement, scope and implement enhanced solutions and even provide managed services to support your needs and the needs of your customers. OPTUS DELIVERS: AGILITY SCALABILITY FLEXIBILITY SIMPLICITY SERVICES YOU CAN DEPEND ON

7 ADDITIONAL SERVICES OPTUS INBOUND VOICE SERVICES Optus Inbound Voice Solutions provide an easy and effective way for your customers to contact you. Callers can contact your organisation on a landline using a single national 13, 1300 or 1800 number at either the cost of a local call or at no charge at all*, and a range of features can help you to handle calls efficiently and respond to changes in call volumes. * Note: Calls from mobile phones are charged at the consumer s applicable mobile rate OPTUS OUTBOUND VOICE SERVICES Optus Outbound Voice services provide a range of solutions to connect your offices to the PSTN, including Evolve Voice for connection to IP PBXs, Optus MultiLine for connection to digital PBXs or IP PBXs with ISDN interfaces and Optus Evolve DirectLine for direct connection to analogue handsets, faxes, EFTPOS equipment or to analogue PBXs and key systems. A range of call handling features are available on all these services to help optimise how your business manages both incoming and outgoing calls. OPTUS BUSINESS MESSAGING Optus Business Messaging solutions are perfect for reaching out to large audiences. Send personalised faxes and voice messages to hundreds or even thousands of recipients just as easily as sending to one person. Promote events, send updates to your business partners or send reminders to your clients. OPTUS BUSINESS CONFERENCING AND COLLABORATION Optus conferencing enables you to communicate with your business associates and employees across distances. Whether it s a simple audio conference or a full virtual meeting experience with high definition video, save time and travel with conferencing and collaboration solutions from Optus. BILLING AND REPORTING A range of billing and reporting services are available to enable easier analysis of your telecommunications spend, including: Single bill combining fixed line, mobile and data charges onto a single bill. Optus Insight Plus - a powerful Web-based reporting tool that provides analysis of call traffic, inventory and billing data. OPTUS OFFERS THE FOLLOWING EXTENSIVE RANGE OF ADDITIONAL SERVICES THAT PROVIDE INTEGRATED SOLUTIONS FOR YOUR BUSINESS VOICE COMMUNICATIONS

8 GIVE US A CALL To discuss how Optus can help you through innovative communications solutions; contact your Optus Account Manager or call the Optus Business hotline on JOIN THE CONVERSATION Web Twitter Blog yesopt.us/blog Copyright 2013 SingTel Optus Pty Limited. OBN TF

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