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TELUS Business Connect Contact Centre Services Details – Features and Options

Appendix 1

TELUS Business Connect Contact Centre includes the following key features based on selected package, contracted entitlements and Professional Services:

  • Inbound Contact Centre

  • Omnichannel routing

  • Outbound Contact Centre

  • Skills based routing

  • Preview, Predictive and Progressive Dialer

  • Intelligent Call Suppression

  • CRM integrations

  • Actionable analytics

  • Workforce Optimization

  • Management Interface

  • PCI compliance

All versions of the TELUS Business Connect Contact Centre include voice routing and management, agent desktop, administration tools including reporting, and dashboards, call monitoring, call recording, powerful administrative and development tools. 

TELUS Business Connect Contact Centre
Basic
package includes the following features: 

  • Phone calls

  • Skills-based routing

  • Transfer

  • Conference

  • Open, close times with multiple branch options

  • Emergency routing

  • On-hold music (stock or uploaded)

  • Customized messages to

  • inbound callers

  • Zip tones

  • Follow-the-sun routing

  • Priority account queuing

  • Inbound call VM with email delivery

  • Touch-tone menus

  • Call recording

  • Simple screen pops

  • Warm call transfer

  • Whisper tone

  • Promise keeper

  • Agent-level routing

  • Agent notification on desktop with key customer information

  • Blind call transfer

  • Customized text to speech

  • After call disposition

  • Extension-to- extension dialing

  • Glip expert consultation

  • Voicemail handling

  • Fax handling

  • Meetings

  • Video conferencing

  • Screen share

  • Transfer / conference across UC and CC

  • Monitor, whisper, barge-in

  • Real-time and historical reports

  • Prebuilt and custom reports

  • API-level access to reporting data

  • Customizable for agents and managers

  • Apple mobile supervisor app

  • Call recording and playback

  • Security-based profiles

  • Central administrative environment

  • Skills-based proficiencies

  • Agent address books

  • Drag and drop studio development environment

  • Customizable for agents and managers

  • Advanced multi- input reporting and dashboards

  • Manual outbound dialing

  • Click to call

  • Outbound compliant calling mode

  • Admin APIs

  • Agent APIs

  • Authentication APIs

  • Real-time data APIs

  • Reporting APIs

  • Active / active disaster recovery

  • Compliant to PCI / HIPAA / and many other security standards

  • Flexible system scalable to thousands of agents, fast and easy to add agents as needed

  • Voice Ports: 1

TELUS Business Connect Contact Centre
Advanced
package includes the following features, in addition to all the features in TELUS Business Connect Contact Centre Basic package: 

  • Omnichannel agent desktop

  • Email

  • Web chat

  • Chatbot (keyword based)

  • Outbound phone call from chat

  • Fax (Requires third- party capability: see option table below)

  • Social media (Requires third- party search)

  • Work item / Case routing

  • SMS

  • Advanced screen pop— highly customized interactive integration

  • Inbound call VM with email delivery

  • Self-service IVR with data dip

  • IVR speech recognition (Requires speech recognition licenses)

  • Customer callback

  • Audible queuing times, status, count

  • Inbound call VM with custom queue inclusion

  • Programming-based customizable IVR actions

  • Voice Ports: 1 (total 2)

  • Omnichannel and advanced function dev tools

TELUS Business Connect Contact Centre
Ultimate
package includes the following features, in addition to all the features in TELUS Business Connect Contact Centre Advanced package: 

  • Campaign management

  • Blended inbound and outbound automated dialing

  • Predictive, progressive dial

  • Voice Ports: 0.5 (total 2.5)

The following optional capabilities are available as
add-ons
with additional charges for Basic, Advanced and Ultimate editions. 

  • inView performance management

  • Workforce management

  • Quality management

  • Speech and text analytics

  • Extended short term storage

  • Archiving / long term storage

  • Echo survey

  • CRM vendor monthly fee

  • Screen and voice recording

  • Auto attendant

  • TTS language packs

  • Embedded agent

  • Contact center premier support

The following optional capabilities are available as
add-ons
with additional charges for Advanced and Ultimate editions. 

  • Speech recognition 

  • Social media support

  • Advanced chat and co-browse

  • Fax handling 

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