Technology
Proprietary technology and a resourcing model that eliminates waste and delivers results at scale
Built from 30 years of doing this. Proven in the field.
Most contact centres run on off-the-shelf platforms. Telnet built its own. After 30 years of running contact centres for New Zealand's most demanding clients, we knew exactly what technology the industry was missing — so we built ContactSuite to fill that gap. It's not a generic CRM adapted for contact centres; it was purpose-built from the ground up for exactly this environment.
Alongside ContactSuite, our Tulip AI voice assistant handles high-volume automated interactions at scale, our blended resourcing model eliminates idle time costs, and our analytics platform turns thousands of daily interactions into actionable business intelligence.
Talk to UsProprietary CRM
Built for contact centres
Voice AI
Automated interactions at scale
Interaction model
Zero idle time, zero waste
Analytics & reporting
Insight from every interaction
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
ContactSuite CRM
Thirty years of running contact centres taught us what software the industry was missing. So we built it. ContactSuite was created directly from that operational experience — designed by people who know what agents need in the moment, what clients need to see in reporting, and what it takes to onboard a new customer or a new agent quickly without compromising quality.
At the heart of ContactSuite is its knowledge management and guided screen pop capability. When a call comes in, agents are immediately presented with contextual information, scripted guidance, and the right knowledge articles for that specific interaction — so they always know what they're talking about, from day one. New agents get up to speed in days rather than weeks. New clients are onboarded with minimal friction.
Its SenseIQ knowledge base uses natural language search — agents find accurate information instantly, regardless of how a customer phrases their question. The result is faster resolution, fewer escalations, and a better experience for every caller.
"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
Tulip AI — when volume
exceeds human capacity
Tulip is our AI voice assistant, built to handle the interactions that would otherwise overwhelm your human agents. Outage announcements, routine enquiries, fault triage, status updates — Tulip manages them instantly, at any volume, with no hold time.
During Cyclone Tam, Tulip handled 33% of all inbound fault calls — the equivalent of six additional full-time agents deployed in seconds, at no extra cost. Customers got immediate answers. Human agents focused on the cases that actually needed them.
And fault handling is just the start. Tulip can do far more — from automated account enquiries to intelligent call routing to self-service transactions. Learn what's possible at contactsuite.com/tulip.
Of all inbound calls handled by AI during Cyclone Tam
Full-time agents deployed instantly at no additional cost
Hold time for customers during a major fault event
Ready to talk technology?
Whether you want to understand our stack, discuss a migration, or explore what Tulip AI could do for your contact centre — let's talk.