Telstra Global offers hosted contact centre

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Telstra Global offers hosted contact centre

Updated: Building an over-the-top portfolio.

Telstra's international network arm has revealed plans to offer a hosted contact centre solution in a bid to build a portfolio of over-the-top services.

The contact centre solution would be offered by Telstra Global, recently rebranded from Telstra International, to its worldwide customers under the same service level agreement as its managed networks and data services.

The system, built on IPscape software, would sit on top of Telstra Global's virtual private network and allow clients to provision, update or change settings on the virtual contact centre solution from a web portal.

Telstra Global also plans to allow integration with existing customer relationship management deployments.

A spokeswoman for the telco said no limitations would be placed on the number of seats an individual company could deploy on the hosted service, with the system set to "scale the VCC platform requirements as our customer requirements grow".

The deal with IPscape comes as Telstra's applications and venture arm injected a reported $5 million in capital investment into the Sydney-based call centre vendor, prompting moves by IPscape to establish sales offices overseas.

Telecom NZ subsidiary AAPT began on-selling a hosted IPscape solution to its customers last year, while also replacing its internal contact centre system with software from the Sydney-based vendor.

Telstra Global portfolio and marketing director Nathan Bell indicated its service was aimed at customers in the Asian region, where the telco as a whole has focused much of its capital spend.

The company has focused its efforts particularly on Hong Kong, where it is based.

The spokeswoman said the platform was being hosted on a Telstra Global data centre outside of Australia, indicating potential residence in Singapore.

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