Contact Centre as a Service

Manage connected interactions across every channel 

What we do

Whether you prefer to insource or outsource your contact centre environment, Datacom has a range of solutions to enhance the way you engage with your customers.

As leaders in customer experience and contact centre operations, we will work with you to improve your customer retention, drive loyalty, and grow your business, utilising scalable, innovative contact centre solutions.

We are experts in applying advanced technologies including; Genesys PureConnect, Genesys PureCloud and other leading CX platforms solutions, to meet customer demand and surpass customer expectations. Datacom has a portfolio of services to help you realise your contact centre’s true potential. Our expertise includes:

• Human-centred service design
• Customer experience automation and optimisation
• Integration, implementation and ongoing support of your environment
• Knowledge management
• Customer intelligence, analytics and industry insight

Regardless of which channel your customers prefer, Datacom’s holistic solutions ensure you exceed expectations in a constantly changing environment while delivering exceptional levels of service, now and into the future.

How we can help

Our customers have unique objectives and aspirations about how to transform customer engagement. We have a proven track record of collaborating with customers to determine the best CX platforms, and then design bespoke solutions to support these ambitions.

Contact Datacom (Australia) or Datacom New Zealand to speak with a contact centre expert to help determine the best fit technologies to support your environment. We have specialists spanning Australia and New Zealand to discuss Genesys PureCloud, Genesys PureConnect, and other contact centre technologies.

Datacom Difference

Customer Experience: Get results with our extensive experience in contact centre operations and design, our commitment to service improvement, and our consultative approach, coupled with our innovative partners.

Insight: Gain business insights and drive continuous improvement through customer interaction aggregation, CRM integration, and speech analytics. Customised dashboards allow simple, personalised visualisations of key data points that translate into actionable insights and allow for evidence-based decision making.

Partnering: Be confident in your technology as we support, administer and maintain our solutions to ITIL standards, backed by global contact centre leader, Genesys®. Datacom utilises the same range of technologies internally that we advocate to our clients. This platform intimacy is crucial to building trusted solutions for our clients.

Let our contact centre solutions help you:

• Improve your customer retention and loyalty while increasing employee productivity, through full visibility of your operation
• Differentiate your organisation and stay ahead of the game with a service offering that flexes with your business and has all of the contact centre features you need in a single, all-in-one solution.
• Lower your costs by moving expensive, on-premise solutions to the cloud
• Implement and integrate with ease. We will define, build and deploy your solution, and provide training, reporting and ongoing support. Pre-built CRM integrations, database lookups and PCI payment integration will further enhance the customer experience.
• Scale your solution as your business evolves, maximising your investment in IP and employees while increasing resilience and disaster recovery options through remote access.

Contact Datacom (Australia) or Datacom (New Zealand) to speak with a contact centre expert to help determine the best fit CX platform solutions for your environment.