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)