ContactSuite: Contact Centre as a Service
The cloud contact centre platform Telnet built from 35+ years of running contact centres
What is ContactSuite?
ContactSuite is Telnet's contact centre as a service (CCaaS) platform. Built on Amazon Connect, it combines omnichannel queues, a built-in CRM, guided scripting, a knowledge base, call recording and real-time analytics in the browser. It runs every Telnet contact centre and call centre, and businesses can also license it to run their own team.
We built it because the platforms we used weren't designed around the agent. ContactSuite is - and that one decision is why our agents can be competent on a new client in days.
Talk to UsYears of operations
Built into the software
To train agents
Down from 5 weeks for Z Energy
Australia hosting
Amazon Connect telephony
Browser-based
Agents work from anywhere
Everything a contact centre needs, in one place
Guided screen pops
The moment a call connects, the agent sees who is calling, what it's likely about and the right script for that interaction.
Knowledge base
Natural-language search finds the accurate answer however the customer phrased the question. Nobody relies on memory.
Built-in CRM
One view of each customer across phone, email, SMS and webchat, with full contact history.
Amazon Connect telephony
Cloud telephony, routing, call recording and Contact Lens speech analytics, hosted on AWS in Australia.
Quality and reporting
Quality assurance, real-time dashboards and business intelligence reporting against the KPIs you set.
Integrations
Web services, APIs and file exchange with your systems, plus integrations with tools such as Salesforce, HubSpot and Zoho.
Two ways to use ContactSuite
Our onshore agents in New Zealand and Australia run your contact centre on ContactSuite, with AI, reporting and resourcing included. You pay per interaction, not per seat.
Outsourced inbound call centre services ›License ContactSuite AX for your own agents - omnichannel, CRM, analytics and onboarding tools in one cloud contact centre platform.
Visit ContactSuite.com ›No single building to fail
Because everything lives in the browser, Telnet's agents work from home across New Zealand and Australia with the same guidance and oversight as a room full of desks. That's how we kept clients running through COVID-19 lockdowns and major storms - and why we can point extra agents at a queue during an outage or call surge.
After-hours answering serviceAI on top of the platform
Every interaction captured properly in ContactSuite is one our AI can work with. Tulip, our AI voice assistant, answers routine calls, and Fern call analytics reads every conversation - not a sample.
All contact centre technologyContactSuite and CCaaS FAQs
What is contact centre as a service (CCaaS)?
Contact centre as a service is cloud software that provides everything a contact centre needs - telephony, call routing, omnichannel queues, recording, reporting and agent tools - on subscription, without on-premise hardware. ContactSuite is Telnet’s CCaaS platform, built on Amazon Connect telephony.
What's the difference between CCaaS and outsourcing?
CCaaS is the software; outsourcing is the people and operation as well. With ContactSuite you can either run your own team on the platform, or have Telnet’s onshore agents run your contact centre on it as a fully managed, outsourced service.
Can we use ContactSuite with our own agents?
Yes. ContactSuite AX is available to license directly through ContactSuite.com for businesses that want to run their own team. It integrates with tools including Salesforce, HubSpot, Zoho, Dialpad and Amazon Connect.
Where is ContactSuite data hosted?
ContactSuite runs on AWS infrastructure hosted in Australia, which meets New Zealand government data residency requirements and keeps data in-region for Australian clients.
Why did Telnet build its own contact centre platform?
Because off-the-shelf platforms weren’t designed around what an agent needs the moment a call connects. ContactSuite puts the expertise in the system - customer context, the right script and the right knowledge on screen - so new agents take live calls in days, not weeks.