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Telstra Global Virtual Contact Centre enables Asian growth for Axiem Corporation


Telstra Global's VCC combines the latest in cloud innovation with world class voice and data networks, enabling Axiem to deliver unique, state-of-the-art customer service experiences. The solution was chosen to support Axiem's expansion into the Philippines market following the company's successful growth offshore.

Axiem Sales Director Maryann Farrugia said a streamlined and reliable solution was critical as the company entered the next stage of its Asian growth strategy.

"When looking for a vendor to supply our network and call centre solution, it was difficult to find a company that was able to cater to all of our requirements," Ms Farrugia said.

"Not only is Telstra Global providing us with a call centre platform, something critical to our business, but also the data and voice network capability that we require to run a successful offshore operation. When assessing our options, Telstra Global was the only provider which could accommodate all of our business requests in one streamlined solution, which creates great peace of mind when it comes to managing and maintaining our network.

"Our expansion into the Philippines shows how our company is rapidly growing. With Telstra Global's reputation for quality and its history of success in this region, we are confident it will enable our business to capitalise on immediate business opportunities and beyond."

Telstra owns one of the most technologically advanced IP backbone global networks in the Asia Pacific region, offering an extensive portfolio of solutions to global customers, including voice, mobile, broadband, IP, MPLS and managed services.

Telstra Global Director for Portfolio and Marketing Nathan Bell said Axiem's expansion signified the scope of opportunity in Asia.

"Telstra Global prides itself on providing small and medium businesses with enterprise grade solutions that allow for the business elasticity they need to adapt to market change which ultimately enables them to compete on a domestic and global stage," Mr Bell said.

"Through deploying the VCC, Axiem is ensuring they remain at the forefront of their industry with automated access to the latest innovations in scalable call centre solutions without ever paying for upgrades.

"Our knowledge and experience in the Asian region allows us to support organisations such as Axiem, a company that is looking to expand overseas, to unlock new opportunities and we are excited to be a part of Axiem's journey.".

Key features of the Telstra Global VCC include:

  • a global cloud platform accessible by agents at different locations — main contact centre, remote contact centre as well as from home, via secured internet connection;
  • advanced inbound features such as fast IVR and script change activation, routing selection and scalability in response to dynamic environments and market demand;
  • advanced outbound features such as lead management and campaign, script editing, automatic call recording capabilities;
  • multi-media agent queue and campaigns — the ability to create a single queue across voice, SMS, email, webchat and social media;
  • multi-device real-time reporting is available on desktop, mobile or tablet devices.
  • rapid Disaster Recovery — a live disaster recovery site can be accessed by agents, activated from various locations, even from home; and,
  • integration capability with existing technologies, enabling businesses to introduce innovation, functionalities and scalability, whilst still able to drive value from their existing platform.