Telstra ramps up play in customer experience market following link up with Content Guru

Telstra has embedded a cloud comms platform into its network following a link up with Content Guru, the creator of the storm integrated comms and collaboration platform.

The deal enables Telstra to more effectively operate in the customer experience market, boosting its customer engagement capabilities in sectors including health, finance and logistics, with a particular focus on cloud contact centre services to global enterprises.

The global customer experience market is forecast to grow to more than $10bn by 2020 as customer demands to interact with organisations at any time, from any place and across any device continue to increase.

Tom Homer, Country Managing Director United Kingdom and Director Global Enterprise and Services EMEA at Telstra, commented: "The customer engagement and contact centre markets are extremely dynamic. The usage of cloud-based technologies represents enormous opportunities to transform the way organisations operate, communicate and transform the customer experience.

"The strength of our global network coupled with our partnership with Content Guru enables us to provide customers with multi-channel and location-agnostic communication services to help manage how organisations communicated globally."

Sean Taylor, Global CEO at Content Guru, added: "Customer engagement is going through massive change, driven by the vastly increased consumer adoption of digital channels.

"Over the past couple of years there has been a significant adoption of cloud contact centres and these are now integrating with Internet of Things applications in areas such as telehealth and connected-home to produce exciting new customer engagement hubs. Add Artificial Intelligence to the mix and it makes for interesting times."

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