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 will 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, will 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.
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.
Telstra did not reply to questions at the time of writing as to where the IPscape-based call centre solution would be hosted, and by whom.
Telstra Global purports to operate data centres in Australia, New Zealand and Singapore.
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Issue: 326 | April 2014
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