#contactcenterworld, @optus, @googlecloud
Macquarie Park, Australia, Oct 12, 2021 -- Presented at Google Cloud Next ’21, Optus announced that it has received a Google Cloud Communication and Service Providers Customer Award. The award recognises Optus’ commitment in creating innovative technology solutions that provide an improved service environment for customers, improving their overall experience.
"Customers expect more from their experiences in this digital-first era so we’re always looking at ways to better analyse and improve our customer service model," said Richard Webby, Optus Managing Director Digital. "Google Cloud, alongside innovative and agile thinking from our Digital AI Conversations team has been a key enabler in helping us to fundamentally change our customer service for the better by providing additional options for customers to reach us in the way that best suits their needs.
Some of the areas judged as part of the award include Optus’ accelerated implementation of Optus Assistant, during a period where contact centres were impacted by COVID-19. The rapid deployment of this service allowed Optus to utilise the application’s virtual agent to prioritise the needs of its most vulnerable customers as well as being able to deliver immediate answers to common queries.
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Optus was the first company outside North America to embark on a multi-year partnership with Google Cloud to use Contact Centre AI to provide customers with personalised, meaningful conversations powered by artificial intelligence. The partnership with Google Cloud includes co-creating advanced modelling agents for the Optus Assistant to have more accurate and enriched conversations with customers and underpins Optus’ ‘Community of Experts’ program, a transformation in the customer service space through the introduction of every single customer having their own dedicated team.
"It’s an honour to be recognised for our dedication to creating digital solutions by Google Cloud. We are committed to raising the bar on value and service and listening to our customers so that we can make it easier for them to do business with us," added Richard Webby.
Posted by Veronica Silva Cusi, news correspondent
SingTel Optus Pty Limited is the second largest telecommunications company in Australia, and is a wholly owned subsidiary of Singapore Telecommunications. The company primarily trades under the Optus brand, while maintaining several wholly owned subsidiary brands, such as Virgin Mobile Australia and Boost Mobile in the mobile telephony market, Uecomm in the network services market and Alphawest in the ICT services sector.
Published: Wednesday, October 13, 2021
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