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Datacom’s customer experience operations and service desk businesses answers tens of thousands of calls every day, and regularly needs to set up brand-new call centre services almost overnight.
Datacom’s contact centre technology teams started working with Twilio on several campaigns back in 2019 and began seeing benefits straight away. Dealing with Twilio meant Datacom no longer needed to work with traditional telco providers, and instead, Twilio’s Elastic SIP Trunking solution united all the telcos and provided a new level of speed, flexibility and agility.
“We dipped a toe in the water and saw what could be achieved,” says Dean Fox, Director of Experience Technology at Datacom.
“We also saw Twilio investing in our region, building their capabilities on the ground in Australia, so we knew they were serious about delivering across Australia and New Zealand. We made the decision to migrate over fully, and that was completed in December 2021.”
Running large-scale contact centres means managing huge volumes numbers of phone numbers, which has traditionally meant heavy administration processes and changes, sometimes taking several weeks. Previously, Datacom needed to work with multiple telcos to provide back-up and redundancies in case of any outages, so every contact centre was always available.
When it was setting up a new centre, Datacom had to estimate how many landlines the service would require, based on how many calls might come in, then pay for the lines for one to three years. That meant a potential under- or over-investment in the contact centre that might present problems further down the track.
Twilio Elastic SIP Trunking solves both these problems. First, it aggregates the telco service so there’s a whole network of carriers automatically available to the contact centre, which significantly reduces the risk of an outage. Second, its per-minute system for charging lines means users only pay for exactly what they use.
“Our telco provisioning has reduced from up to two weeks to less than 24 hours,” says Dean. “Our administration and billing management for telco services used to take three days or more. Now they’re consolidated in a single console, it takes less than four hours.”
Cutting weeks off the set-up process for new contact centre services has been particularly important over the past two years when clients – particularly those in the public sector – have often needed to act quickly in fast-changing circumstances. For example, a 1800 number for a pandemic support package could be set up same-day and announced to the public the next day. This is a great result for end users who need access to support or services, Datacom’s clients who can better serve their customers and stakeholders, and for Datacom’s customer experience teams.
“This is saving us time, so we can focus more on building solutions to help customers,” says Dean. “Our clients are happier because we can move faster, and they appreciate the fact that we can meet almost any timeline. We can say yes more, and that’s better for everyone.”
The Twilio team impressed Datacom throughout the initial onboarding and the ongoing partnership.
“Twilio has a great team of solutions consultants – you can throw problems at them and they come back with a way to solve it. They spent a lot of time educating us and showing us the capabilities of their Super Network and Elastic SIP Trunking. The team is really innovative and they think outside the box, which we like because we have a similar mentality here at Datacom.”
