CT Cloud Call Centre
Efficient, convenient, flexible customer contact management With 24/7 availability, omnichannel access and scalable service
Product Details
  • Product Highlights
    Over 60 thousand agents for inbound and outbound calls. Capacity for more than 40 thousand calls an hour. Close to 100% active High Availability and infrastructure availability. Evolving service: 700+ new features per year.
  • Product Description

    CT Cloud Call Centre

     

    As your business expands, the way you attract, serve and retain customers must adapt. When that expansion is into new territories that might include offering additional languages, extra services, more time zones and more flexible capacity.

     

    That’s why forward-looking businesses are turning to cloud-based call centres to manage their customer contacts and deliver excellent customer experience. With 24/7 availability, omnichannel access and scalable service, it’s the most efficient choice.

     

    China Telecom’s Cloud Call Centre system delivers outstanding business value. Ever-evolving product features, modern architectures and unparalleled performance are at the heart of our service. Your business and your customers will benefit from our combination of mature technologies in the field of customer experience and proven capabilities and capacity in serving a wide variety of industries, organisations and functions.

     

    Key benefits of CT Cloud Call Centre adoption

    Intelligent availability

    Over 60 thousand agents for inbound and outbound calls

    Queue management ensures the best fit for every caller, directing calls to the right agents based on agent knowledge and customer profile.

     

    Scalable as your business grows

    Capacity for more than 40 thousand calls an hour

    China Telecom’s Cloud Call Centre copes with varying call volumes that happens in today’s dynamic business environment including during sales campaigns, new office launches or emergencies.

     

    Stable and secure communications

    Close to 100% active High Availability and infrastructure availability

    China Telecom’s voice and data networks provide robust and reliable connections worldwide, backed by strong SLAs to give your business peace of mind.

     

    Evolving service

    700+ new features per year

    As cloud services and customer contact strategies develop, we’re constantly upgrading and updating our CT Cloud Centre solution. So you never have to worry about your business being left behind.

     

    High-level features of CT Cloud Call Centre solution 

     

    IVR – supports large call volumes, intelligent, AI enabled

    Telephone Management – flexible, compatible and stable

    Agent Queue Management – productive, smart-routing and transparent

    Assistive Features – supports wide variety of 3rd party plug-ins

    Pop-Up Screen – context-based, user-friendly and comprehensive

    Customer Profiling – with procedures to guarantee data consistency

    SMS – personalised, context-aware, choice of policies

    Service Records – easy access, comprehensive tracking

     

    We work to fit your business needs

     

    Choose a CT Cloud Call Centre package to best match your requirements:

     

    Standard

    with most popular call centre features

    • Inbound Call (CRM Integration)
    • IVR & TTS
    • ACD
    • CDRs & Recordings (12mo)
    • SMS
    • Voice Mail
    • Real-time Monitoring Intervention
    • Standard Reporting
    • Call-Back Scheduling

     

    Advanced

    with omnichannel & collaborative features

    • Omni Channel
    • Mobile App
    • Visitor Journey (Web & IM)
    • Conference Call
    • Work Order Management
    • Salesforce & Zendesk Integration
    • Instant Messaging
    • Group Messaging
    • Dashboard
    • Knowledge Base

     

    This service could be delivered in countries/regions below:

    China Telecom (Europe) existing number coverage

  • User Guide
    Click here to read detailed user guide.
Support
  • Support Service Scope
    Email: ctecontactcenter@chinatelecomglobal.com ( Monday to Friday 8:00AM to 5:00PM UK time )
  • End User License Agreement

    CT Cloud Call Center End-User License Agreement

     

    PLEASE READ THIS CT CLOUD CALL CENTER END-USER LICENSE AGREEMENT (“AGREEMENT”) CAREFULLY BEFORE INSTALLING, EXECUTING OR USING CT CLOUD CALL CENTER SOFTWARE OR SERVICES PROVIDED BY CHINA TELECOM (EUROPE).  BY INSTALLING, EXECUTING OR USING CT CLOUD CALL CENTER SOFTWARE OR SERVICES, YOU SIGNIFY ASSENT TO THIS AGREEMENT.  IF YOU ARE ACTING ON BEHALF OF AN ENTITY, THEN YOU REPRESENT THAT YOU HAVE THE AUTHORITY TO ENTER INTO THIS AGREEMENT ON BEHALF OF THAT ENTITY.  IF YOU DO NOT ACCEPT THE TERMS OF THIS AGREEMENT, THEN YOU MUST NOT INSTALL, EXECUTE OR USE CT CLOUD CALL CENTER SOFTWARE AND/OR SERVICES.

    This is an Agreement between China Telecom (Europe) Ltd.  ("CTE") and the individual or entity which purchased CT Cloud Call Center Subscription Services from the Service Provider for use in the Portal (“You” or “you”).  

    1. Background and Definitions. 

     

      1. Definitions.

     “Instance” means a virtual or physical system on which you or the Service Provider installs or executes all or a portion of the Software.  “Portal” means the Service Provider’s online portal through which you purchase and/or receive access to Software and Services. “Software” means the CT Cloud Call Center software, including all modifications, additions and further enhancements, in each case, which are provided by CTE and obtained directly or via a Service Provider or another third party. “Services” means access to Software maintenance in the form of Software fixes, updates, upgrades, modifications, images and security advisories, when and if available, provided by CTE and delivered to you by the Service Provider.  "Service Provider" means the CTE authorized third party from whose Portal you receive access to Software and Services.  “Subscription Services” refer to the CT Cloud Call Center Software and Services provided to you for a specific term and made available by a Service Provider.

      1. Agreement Background. 

    You have purchased the right to access CT Cloud Call Center Subscription Services from Service Provider for use in the Portal.  This Agreement establishes the terms and conditions under which CTE will provide those Subscription Services to you in connection with your use in the Portal, which are in addition to the terms contained in the agreement between you and the Service Provider.  CTE is not responsible for (a) the actions of Service Provider, (b) any additional obligations, conditions or warranties provided by Service Provider or (c) any products and/or services that Service Provider provides to you under agreements between you and Service Provider, including any access, outages or unavailability of the Software or Services on the Portal.  In order to provide a positive support experience, CTE and Service Provider may collaborate on issues relating to your Subscription Services on the Portal and you consent to CTE discussing your Subscriptions Services and related information with the Service Provider for such purposes.

    1. Terms of Service

     

      1. Software Access and Services. 

    For each Instance purchased from Services Provider for use in the Portal, you will receive access to the Subscription Services.  Subscription Services are provided only for your own benefit and use within the Portal.  Support services, if any, will be provided to you by the Service Provider.

      1. Purchase Requirements. 

    During the term of this Agreement as set forth in Section 6, you are required to purchase Services for each Instance from either (i) Service Provider or (ii) CTE or an CTE authorized business partner.  If you are using any of the Services to support or maintain Instances of CT Cloud Call Center or non-CTE software (other than Instances obtained under a paid Subscription) either within or outside the Portal, then you are required to notify CTE of such use and pay CTE the standard published software subscription fees for such use. Distributing the Subscription Services (or any portion) to a third party outside the Portal or using the Subscription Services to support a third party without paying the respective fees is a material breach of this Agreement even though the open source license applicable to individual software packages may give you the right to distribute those packages (and this Agreement is not intended to interfere with your rights under those individual licenses). For clarification purposes, this Agreement does not apply to Software subscriptions purchased from CTE directly for use outside the Portal.

    1. License. 

    Use of the Software is governed by this Agreement. No right, express or implied, is granted under this Agreement to (i) use any CTE’s or its affiliates’ trade names, service marks, or trademarks or (ii) distribute the Software utilizing any CTE’s or its affiliates’ trademarks.

    1. Service Provider Specific Services. 

    Service Provider may offer specific services, offerings or protections related to its Portal, including but not limited to the provision of Services by compliance with certain regulations or regimes or other such Service Provider specific obligations (“Service Provider Offerings”).  Other than as specifically agreed to by CTE in writing, the Subscription Services are not provided subject to the terms of those Service Provider Offerings, and any Service Provider Offerings solely relate to the Service Provider or the Portal itself and not to the CT Cloud Call Center Software and/or Services operated on the Portal. 

    1. Confidentiality. 

     

      1. Obligations.

    During the term of this Agreement, both parties agree that (i) Confidential Information will be used only in accordance with the terms and conditions of this Agreement; (ii) each will use the same degree of care it utilizes to protect its own confidential information, but in no event less than reasonable care; and (iii) the Confidential Information may be disclosed only to employees, agents and contractors with a need to know, and to its auditors and legal counsel, in each case, who are under a written obligation to keep such information confidential using standards of confidentiality not less restrictive than those required by this Agreement. Both parties agree that obligations of confidentiality will exist for a period of two (2) years following initial disclosure of the particular Confidential Information. "Confidential Information" means all information disclosed by either CTE or you ("Disclosing Party") to the other party ("Recipient") during the term of this Agreement that is either (i) marked confidential or (ii) disclosed orally and described as confidential at the time of disclosure and subsequently set forth in writing, marked confidential, and sent to the Recipient within thirty (30) days following the oral disclosure.  

      1. Exclusions.

    Confidential Information will not include information which: (i) is or later becomes publicly available without breach of this Agreement, or is disclosed by the Disclosing Party without obligation of confidentiality; (ii) is known to the Recipient at the time of disclosure by the Disclosing Party; (iii) is independently developed by the Recipient without use of the Confidential Information; (iv) becomes lawfully known or available to the Recipient without restriction from a source having the lawful right to disclose the information; (v) is generally known or easily ascertainable by parties of ordinary skill in the business of the Recipient; or (vi) is software code in either object code or source code form that is licensed under an open source license. The Recipient will not be prohibited from complying with disclosure mandated by applicable law if, where reasonably practicable and without breaching any legal or regulatory requirement, it gives the Disclosing Party advance notice of the disclosure requirement.

    1. Term, Reporting and Inspection.  

    The Agreement begins on the date that you accept this Agreement or the date you first obtain access to the Subscription Services in the Portal (subject to Section 11), whichever is earlier, and continues for the period of time you have access to the Subscription Services in the Portal. A party may terminate this Agreement for breach if the other party has failed to cure a breach within ten (10) days of written notice by the non-breaching party, provided that you may have other or additional obligations to the Service Provider in order terminate access to the Subscription Services and the terms of this Agreement shall apply until such access is terminated.  During the term of this Agreement and for one (1) year thereafter, CTE or its designated agent may inspect and review your facilities and records in order to verify your compliance with this Agreement. CTE will give you written notice of any non-compliance, and you will have fifteen (15) days from the date of such notice to make payment to CTE for any amounts owed. You acknowledge and consent to CTE’s receipt of usage information with respect to the Subscription Services from the Service Provider.

    1. Limitation of Liability and Disclaimer of Damages.

     

      1. Limitation of Liability. 

    FOR ALL EVENTS AND CIRCUMSTANCES, CTE’S AND ITS AFFILIATES’ AGGREGATE AND CUMULATIVE LIABILITY ARISING OUT OF THIS AGREEMENT, INCLUDING WITHOUT LIMITATION ON ACCOUNT OF PERFORMANCE OR NON-PERFORMANCE, REGARDLESS OF THE FORM OF THE CAUSE OF ACTION, WHETHER IN CONTRACT, TORT (INCLUDING WITHOUT LIMITATION NEGLIGENCE), STATUTE OR OTHERWISE WILL BE LIMITED TO DIRECT DAMAGES AND WILL NOT TO EXCEED THE AMOUNT THAT YOU PAID TO SERVICE PROVIDER ATTRIBUTABLE TO THE CT CLOULD CALL CENTER SERVICES PROVIDED UNDER THIS AGREEMENT (AS DEFINED IN SECTION 1.1 ABOVE) DURING THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE FIRST EVENT GIVING RISE TO LIABILITY UNDER THIS AGREEMENT, LESS THE AMOUNT RECOVERABLE BY YOU FROM SERVICE PROVIDER RELATING TO SUCH LIABILITY. 

      1. Disclaimer of Damages. 

    NOTWITHSTANDING ANYTHING TO THE CONTRARY CONTAINED IN THIS AGREEMENT, IN NO EVENT WILL CTE OR ITS AFFILIATES BE LIABLE TO YOU OR YOUR AFFILIATES FOR: ANY CLAIM BASED UPON A THIRD PARTY CLAIM; ANY INCIDENTAL, CONSEQUENTIAL, SPECIAL, INDIRECT, EXEMPLARY OR PUNITIVE DAMAGES, WHETHER ARISING IN TORT, CONTRACT, OR OTHERWISE; OR FOR ANY DAMAGES ARISING OUT OF OR IN CONNECTION WITH ANY MALFUNCTIONS, DELAYS, LOSS OF DATA, LOST PROFITS, LOST SAVINGS, INTERRUPTION OF SERVICE, LOSS OF BUSINESS OR ANTICIPATORY PROFITS, EVEN IF CTE OR ITS AFFILIATES HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.  

    1. Representations and Warranties.   

    CTE represents and warrants that, to its knowledge, the Software does not intentionally include malicious or hidden mechanisms or code for the purpose of damaging or corrupting the Software.  EXCEPT AS EXPRESSLY PROVIDED IN THIS SECTION 8, THE SERVICES AND THE SOFTWARE ARE PROVIDED “AS-IS” AND WITHOUT WARRANTIES OR CONDITIONS, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY, NON-INFRINGEMENT, AND FITNESS FOR A PARTICULAR PURPOSE.  CTE DOES NOT GUARANTEE OR WARRANT THAT THE USE OF THE SERVICES OR SOFTWARE WILL BE UNINTERRUPTED, COMPLY WITH REGULATORY REQUIREMENTS, BE ERROR FREE, THAT CTE WILL CORRECT ALL SOFTWARE ERRORS OR THAT INFORMATION STORED WHEN USING THE SERVICES ON SERVICE PROVIDER’S PORTAL WILL BE SECURE. CT CLOUD CALL CENTER SERVICES MAY BE SUBJECT TO DELAYS, OR OTHER LIMITATIONS INHERENT IN THE USE OF THE INTERNET AND ELECTRONIC COMMUNICATIONS; CTE IS NOT RESPONSIBLE FOR SUCH DELAYS, DELIVERY FAILURES OR OTHER DAMAGE RESULTING FROM SUCH PROBLEMS. NO ORAL OR WRITTEN INFORMATION OR ADVICE GIVEN BY CTE, ITS AFFILIATES, DEALERS, DISTRIBUTORS, AGENTS, SERVICE PROVIDER OR EMPLOYEES WILL CREATE A WARRANTY OR IN ANY WAY INCREASE THE SCOPE OF ANY WARRANTY PROVIDED HEREIN. Without limiting the generality of the foregoing disclaimer, CT Cloud Call Center Software and Services are not specifically designed, manufactured or intended for use in (a) the planning, construction, maintenance, control or direct operation of nuclear facilities, (b) aircraft navigation, control or communication systems, weapons systems or (c) direct life support systems. You agree that you are solely responsible for the results obtained from the use of the CT Cloud Call Center Software and Services.

    1. Governing Law/Consent to Jurisdiction. 

    Any claim, controversy or dispute arising out of or related to this Agreement is governed by the substantive laws of Hong Kong. To the extent permissible by law, the terms of the United Nations Convention on Contracts for the International Sale of Goods will not apply, even where adopted as part of the domestic law of the country whose law governs the Agreement. Any claim, controversy or dispute arising out of, or in connection with, or with respect to the validity, interpretation and/or enforcement of the Agreement, including the breach, will be settled exclusively in the court of Hong Kong. No claim or action, regardless of form, arising out of this Agreement may be brought by either party more than one (1) year after the party first became aware, or reasonably should have been aware, of the basis for the claim.  

    1. Export & Privacy. 

    As between CTE and you, you are solely responsible for complying with any applicable privacy laws or regulations related to your use of the Subscription Services and you agree not to transmit any illegal information, data or technology under the Governing Law to CTE in the course of your use of the Subscription Services. CTE will not be responsible for compliance by you with applicable privacy obligations or requirements for such technical data.  You acknowledge and agree that to provide the Services it may be necessary for information to be transferred between CTE, its affiliates, business partners, and/or subcontractors, located within Europe.

     

    1. Updates to Terms.

    CTE may modify this Agreement at any time by posting a revised version to Service Provider, by otherwise notifying you, and/or by requiring you to accept the new revised terms. The modified terms will become effective (i) upon posting or (ii) if we notify you by email, as stated in the email message. By continuing to use the Services after the effective date of any modifications to this Agreement, you agree to be bound by the modified terms. It is your responsibility to review this Agreement to be aware of the most recent terms. CTE last modified this Agreement on the date listed at the bottom of this Agreement.

    1. Miscellaneous.  

     

      1. Notices. 

    Notices must be in English, in writing. To give notice to CTE under this Agreement, you must contact CTE using a method that provides for positive confirmation of delivery to: 2nd Floor Bellerive House, 3 Muirfield Crescent, London, United Kingdom. Notices provided by overnight courier will be effective one business day after they are sent an email will be effective on the date it was sent.

      1. Assignment. 

    This Agreement is binding on the parties to this Agreement and nothing in this Agreement confers upon any other person any right, of any nature, save for the parties’ affiliates.  CTE may assign this Agreement to its affiliates or subsidiaries or pursuant to a merger or a sale of all or substantially all its assets or stock. 

      1. Force Majeure. 

    Except with respect to the payment of fees under this Agreement, neither party will be liable for non-performance or delays caused by acts of God, wars, riots, strikes, fires, floods, earthquakes, pandemic, epidemic, government restrictions, terrorist acts or other causes beyond its reasonable control. 

      1. Severability. 

    If any provision of this Agreement is held invalid or unenforceable for any reason but would be valid and enforceable if appropriately modified, then such provision will apply with the modification necessary to make it valid and enforceable.  If such provision cannot be so modified, the parties agree that such invalidity will not affect the validity of the remaining provisions of the Agreement; provided, however, that if Section 7 cannot be modified to be valid and enforceable, this Agreement will be deemed invalid in its entirety.

      1. Waiver.

    No waiver will be valid unless in writing signed by an authorized representative of the party against whom such waiver is sought.

      1. Complete Agreement.

    This Agreement represents the complete agreement between the parties with respect to subject matter hereof and all other agreements with respect to the subject matter hereof are merged therein.

      1. Amendment. 

    Except as set forth in Section 11, this Agreement may not be amended, supplemented or modified except by a written instrument signed by the parties hereto, which instrument makes specific reference to this Agreement. 

      1. Waiver of Jury Trial.

    TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, EACH PARTY WAIVES THE RIGHT TO TRIAL BY JURY IN ANY LEGAL PROCEEDING ARISING OUT OF OR RELATING TO THIS AGREEMENT OR THE TRANSACTIONS CONTEMPLATED UNDER THIS AGREEMENT.

  • Refund Policy
    Alibaba Cloud will continue to process payments and refunds for the Products until the subscriptions of all Existing Subscribers have ended.
  • Delivery Period

    Delivery Period:

    Warranty Period: Calendar Day

Delivery Region
  • This service could be delivered in countries/regions below.
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Seller Information
yunting.wang@chinatelecomglobal.com