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What does the future hold for voice-based communication?

Telstra Careers Inspiration

Posted on August 22, 2019

4 min read

As the Voice and Video Group Owner and Executive at Telstra, our team is responsible for the millions of voice and video calls that go through Telstra’s products, platforms and networks every day, whether it’s for consumers, enterprises or contact centres. Put simply, our job is to keep Australians connected.

But the nature of these connections has changed over time. We have reached ‘peak telephony’ in the developed world – people are using less traditional voice and SMS and more data-driven messaging applications, a trend that began in 2015.

At Telstra, we find ourselves at the forefront of these communication changes. In order to create a technology strategy that will allow our customers to do business and keep in touch with loved ones, we must be able to accurately predict their future needs.

What does this future look like? Let’s take a look at a few key insights that currently colour Telstra’s voice-based thinking.

Voice-based consumer trends

The switch to mobile is the overarching trend in communications tech that ties almost all others together. Consumers will soon be almost wholly mobile or smart device-based. Small to medium-sized businesses will still see the fixed line as ‘the face of the business’, but most calling will be on mobiles. Large or enterprise businesses meanwhile will shift to unified communications – for every fixed number there will be an associated mobile, and URL calling will become more popular.

These shifts will be enabled by the following technologies:

  • The transformation of all voice and messaging to IP: Eventually all services and network traffic and carriers will be migrated to IP (NBN, VoLTE, IP Interconnect). This enables the provision of enterprise-grade features for business and consumers with fixed and mobile convergence, and a ‘one number, one voice’ experience.
  • Integration to any IP-based endpoint: The number of internet-connected devices is exploding and there are now more IP-based calling devices than mobiles SIM-based devices in the home. Hypothetically each of these could function as an additional communication device in the home or on the road. Smart cars, smartwatches and smart speakers are the first examples of devices with calling and messaging capabilities, but you can expect the likes of smart TVs and others to follow.
  • Scam calling: The communications industry is offering many solutions to the issue of scam calling. SHAKEN/STIR is a certificate-based authentication for IP voice calls equivalent to the HTTPS certificate system on the internet. Combined with real-time call analytics and call blocking capabilities (as well as law enforcement activities), the industry is confident that impact of this scourge can be diminished and eliminated over time.
  • Rich Communication Services (RCS): SMS is still incredibly valuable, as it remains the only ubiquitous messaging service. RCS utilises its unique proposition by providing instant messaging features to SMS (presence, groups, interactions and file transfers). It is native on Samsung and has the potential to integrate to Apple iMessage for seamless operation across all device platforms.
  • Virtual agents (AI): Artificial intelligence (AI) will be better utilised by contact centres, with interactive voice response (IVR) set to improve call deflection. Other promising contact centre technologies include voice biometrics for identification, agent co-browsing, interactive visual responses, click to connect with agents, and automated quality management that can generate reports on customer interactions.

At Telstra, we are perfectly placed to meet the upcoming challenges that will be posed by this transitional period in voice-based communication. We are confident that we’ll continue to provide a higher quality, more reliable and more functional service that offers the customer a far better overall experience.

Keeping Australians connected. It’s what we’ve always done, and it’s what we’ll continue to do.

Are you fascinated by all things communication? Great news – we’re looking for talented people to join our team. You can search and apply for jobs on the Telstra Careers website.  

Why I applied for the Telstra Graduate Program

Telstra Careers Students

Posted on March 4, 2019

4 min read

I applied for the Telstra Graduate Program because I wanted to be part of an organisation that would allow me to create and build innovative products and services, and I felt like Telstra would help me do this.

I had also worked in a Telstra retail store for many years, so I know how great the company is, and how well it supports its people.

Since starting in the Program last year, I have loved every experience. I haven’t felt like ‘just a grad’. Everyone has been welcoming, approachable and willing to give their time to teach and help me out.

What’s been really beneficial to my career is that I’ve been able to reach out to numerous leaders within the organisation and say “hey, I like the sound of your role, can you tell me about it over a coffee to see if it’s something I want to do?” There’s a lot of career opportunities available here.

What I’ve learnt so far

In my first rotation I worked with our Enterprise Sales and Service team and learnt what it takes to make a sale and deliver the best service possible to some of our largest customers.

I also played a part in developing a national strategy to drive sales, and worked with a wide variety of customers from different industries (both at Telstra offices and theirs) and got to see firsthand how they operate their business.

In my second rotation, I’ve had the benefit of working with our Internet of Things (IoT) M2M Connectivity team. I’ve been able to learn what we need to do to take something from ideation to a fully-fledged Telstra product that we can replicate and sell to our customers.

Across both of my rotations, I’ve been able to work with different areas of the business, grow my network and engage with people all over the world.

I think one of the best aspects of the Telstra Graduate Program is that I haven’t had that feeling of “why am I doing this?” But I have had the feeling of “why am I doing this?”

Another one of the great aspects of the Program is that I been given the freedom to explore where I want to go for my next rotation and have gained the skills and experiences I need to help shape my future career.

Advice I would give to graduates

Make sure you apply for the Program. Most people don’t realise just how big the organisation is and how it touches so many things in everybody’s daily lives.

There are so many great projects that people are working on here at Telstra, which will transform the way we live and work today and in the future.

I’d say that if you want to help shape the future, if you want to be a disrupter, if you want to get out there and do something real as part of your Graduate Program, then don’t look elsewhere, make sure you apply at Telstra.

So what’s next?

My final rotation will be in the IoT Devices and Technology team where I hope to learn about the different technology and devices Telstra offers and how we launch and support them.

My end goal is to take the knowledge and experiences I have gained from my three rotations, and help to create and launch new products.

Learn about Telstra’s Graduate and Internship Programs. 

4 technology projects our teams are working on this year

Telstra Careers 5G

Posted on February 4, 2019

3 min read

From launching 5G to creating new Internet of Things (IoT) experiences for our millions of customers, we continue to be at the forefront of technological advancements that are changing our industry.

This means 2019 is going to be another big year for all of our technology teams as they’ll be at the centre of this exciting journey.

So what are the biggest projects our teams will be working on this year? Here are the top four:

2019 is the year of 5G

5G will take us from a world of connecting people to each other and the internet to a world of ultra-fast mobile speeds and IoT on a mass scale.

Our people have already made some pretty huge advancements in this space, including turning on 5G in all major Australian cities, and opening our 5G Innovation Centre on the Gold Coast.

But this is only just the beginning of what we are hoping to achieve together. See how our teams are helping to turn 5G into a reality.

Creating new IoT experiences

Our talented tech teams are creating the future of IoT and this means in 2019 we’re going to continue to deliver new experiences to Australian families and businesses, so they can be better connected, protected and empowered.

Since launching our IoT network, our people have created the Telstra Locator and helped to transform the agriculture industry.

With over 50 million connected devices expected on our network over the next five years, this is just the start of new innovations that our people will deliver.

See how our people are bringing new IoT experiences to life and the skills we’re looking to hire in.

Using AI and Machine Learning

Customers are at the heart of everything we do, so we believe it’s important they can speak with us in a way that’s easiest and convenient for them.

That is why our teams will continue to use Artificial Intelligence and Machine Learning in innovative new ways, to help create amazing digital experiences.  Get a look into the work our people are doing.

Cyber security remains top of mind

With one of the largest cyber security teams in Australia, our hundreds of information security specialists will continue to play a big role in helping to keep Australia secure in 2019.

As an organisation, we’re committed to addressing cyber security threats, and continue to invest heavily to make sure our customers are supported.

We’ll continue to do this in a number of new ways including how we keep our code secure and help our people to keep up to date with latest cyber security trends.

Want to know what else we have planned for 2019?
Hear from our tech leaders.

Go big in the year of the pig

Tech and Innovation

Posted on January 31, 2019

2 min read

At Telstra, we’re proud of the role we play in connecting family and friends during Lunar New Year, both within Australia and overseas.

As we welcome the Year of the Pig across Australia and the world, how are you celebrating this Lunar New Year?

Last year we celebrated by inviting you to share your messages to friends and family on our 26-metre tall interactive billboard on the outdoor Telstra Discovery Store billboard on Bourke Street, Melbourne.

It proved such a success, with over 19,000 messages displayed over the holiday, that we thought, let’s do it all again.

Chinese Lunar New Year - Year of the Pig - 2019

Wish your friends and family overseas or interstate good luck and good fortune from 1-5 February by texting your first name and then the first name of a family member or friend to 0484 800 800 (for a standard national SMS charge), and a personalised Lunar New Year greeting will appear on the outdoor Telstra Discovery Store billboard on Bourke Street, Melbourne.

Once approved, we’ll also send you a text with an MMS picture message of your personalised billboard that you can share via social media – so it doesn’t matter if your family member or friend is in Sydney or Shanghai, they’ll be able to see your BIG billboard greeting.

Happy New Year for the Year of the Pig.

Telstra’s Lunar New Year billboard will be active from 9:00AM on 1 February to 11:59PM on 5 February. Please note that names need to be in English, and SMS must be sent from an Australian mobile phone. Max 160 characters.

View the full terms and conditions of use.

Complimentary Piggy Bank at speciality stores

Telstra is celebrating the Year of the Pig with complimentary premium Piggy Banks for community members who come in and say hello to our teams, at 41 special stores (while stocks last). We’re also offering Lunar New Year special mobile offers, with inclusions such as unlimited calls to standard international numbers to 13+ destinations from Australia, including China, Hong Kong, Malaysia, Singapore, South Korea and Vietnam on selected mobile plans.

Using AI to create great customer experiences

Telstra Careers Inspiration

Posted on December 3, 2018

1 min read

How do we create great customer experiences using our best tech?

Customers are at the heart of everything we do, so it’s important they can speak with us in a way that’s easiest and convenient for them.

One way our teams are doing this is by using Artificial Intelligence and Machine Learning to create amazing digital experiences for our millions of global customers.

You can get an insight into the innovative work our people are doing in customer experience in this video with our Sales Executive, Gretchen Cooke.

Want to be part of the Telstra team? Head to our Careers Website to learn more.