Technology
AI running across live customer contact, software that guides every agent, and a resourcing model that scales the moment you need it
AI is doing the work. Our people do the rest.
Three AI capabilities already run across live customer contact for some of New Zealand's best-known brands - answering routine calls the moment they arrive, doing the logging and write-up that used to be typed by hand, and reading every single conversation so nothing important stays buried in a call nobody had time to listen to.
Underneath it sits ContactSuite, the CRM we built ourselves after 30 years of running contact centres, and a resourcing model that means you pay for interactions rather than seats. Together they are why we can put a capable agent on your calls in days, scale to whatever arrives, and do it all from a distributed workforce across New Zealand.
Explore Our AIVoice AI
Answers at any volume
Agent support AI
The admin, done automatically
Interaction intelligence
Every call and email analysed
Proprietary CRM
Guides every interaction
Not a pilot.
Already running.
Most contact centres are still trialling AI. Ours is in production across tens of thousands of live conversations a month - and it does the work no team could ever be staffed to do.
Answers your customers
An AI voice assistant that takes high-volume routine calls - outage updates, fault triage, status enquiries - instantly, around the clock, and hands over to a person the moment it should.
Explore Tulip →Supports your agents
The administrative work around a contact, done automatically - requests read and entered into the right system, and call conclusions written up the way an agent would.
Explore Iris →Reads every conversation
Every call and email analysed, themed and made searchable - so emerging issues surface in days, and every finding comes back with the conversations that prove it.
Explore Fern →Of all inbound calls handled by AI during Cyclone Tam
Full-time agent equivalents deployed in seconds
Hold time for customers during a major fault event
The software that lets any agent handle your calls like a specialist.
Most contact centres run on off-the-shelf platforms. We built our own. Thirty years of running contact centres taught us exactly what the industry was missing, and ContactSuite was built from that - not a generic CRM bent into shape, but software designed by people who knew what an agent needs in the moment a call connects.
The idea behind it is simple: put the expertise in the system rather than in the person. The moment a call arrives, the agent is shown who is calling, what it's likely about, and exactly what to say - with the right knowledge in front of them before they've said hello. That one decision is what makes everything else on this page possible.
It guides the agent
Guided screen pops bring up the customer's context and the right script for that specific interaction. A knowledge base with natural-language search finds the accurate answer however the customer phrased the question. Nobody is relying on memory.
Days to competent, not weeks
When the system carries the detail, training is about how to handle a customer rather than memorising a product catalogue. New agents take live calls in days, and new clients are onboarded without a training programme standing in the way.
One agent, many clients
Because guidance is delivered per interaction, an agent can move between clients through the day without dropping quality. That's what makes blended teams work - and blended teams are what let you pay for interactions instead of idle seats.
Scale in hours
A campaign lands harder than forecast, or an outage triples your volume. Agents already working elsewhere in the business can be pointed at your queue and be effective on the first call, because the system briefs them as they go.
Works anywhere
Everything an agent needs lives in the browser, so our people work from home across New Zealand with the same guidance, oversight and quality as a room full of desks - and without a single building being a point of failure.
Everything is recorded
Call recording, quality assurance and real-time dashboards are built in, on Amazon Connect telephony. It's also what gives Fern something to read - every interaction captured properly is an interaction our AI can analyse.
A model of efficiency.
Pay for what you use.
Telnet's blended resourcing model means clients pay per customer interaction, not per seat. This eliminates the idle time cost that makes in-house contact centres so expensive - you only pay when we're actually serving your customers.
Our agents are trained across multiple clients simultaneously, which means we can scale to your demand instantly without the lead time of traditional recruitment - and absorb the quiet periods that would otherwise sit idle on your payroll.
Talk to UsIdle time cost - you pay per interaction, not per seat
Scale up or down - no recruitment lead time required
Cost reduction vs offshore for clients who've switched
"What makes them stand out is their reporting capability and understanding of large volumes of data and the best use of this information."
Simon Forgie - Genesis Energy
Insightful Reporting
We capture extensive data from thousands of daily interactions and use Business Intelligence tools to generate actionable insights about customer behaviour, satisfaction, and trends. We collaborate with clients to define KPIs and provide real-time dashboards for continuous performance monitoring.
Your contact centre shouldn't just be a cost - it should be a source of insight about your customers. Telnet makes that happen.
Seamless Continuity
Multi-site operations, a network of home-based agents, and redundancy layers across diverse locations mean your contact centre stays operational regardless of what happens. We conduct realistic disaster recovery exercises - taking primary systems offline to test real-world performance.
When the real thing happens, we're already prepared. Your customers won't know anything went wrong.
"Since we brought Telnet on board they have become an invaluable and completely integrated part of our team."
Sony Mobile
Ready to talk technology?
Whether you want to understand our stack, discuss a migration, or explore what our AI could do for your contact centre - let's talk.