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Customer experience operations

Delivering customer contact services and customer experience solutions, at scale.
Customer experience operations
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Delivering customer contact services and customer experience solutions, at scale.

As the frontline to customer engagement for Australia’s federal government essential services and commercial customers, Datacom Connect delivers customer experience services at scale.

Connect's suite of experience management solutions offer service design that combines the capability of our people with smart technology to optimise customer engagement.

Connect employs more than 2,000 people in customer care hubs across Australia and New Zealand and has recently accelerated a ‘work from anywhere’ service delivery solution in response to the global pandemic, tapping into a rich and diverse talent pool across multiple geographies.

With Datacom’s deep technical heritage, Connect provides hybrid models using secure technology platforms, automation, and digital and human workers, delivering an optimal mix of both on-premise and virtual delivery.

Our customer service hubs in Australia are on the front lines of the nation’s essential services. It's a privilege to see the positive impact these have, and to create and nurture local jobs, complete with genuine career progression and upskilling.

ST
Stacey Tomasoni
Managing director, Connect

Elevate every customer conversation

As leaders in customer experience, we will work with you to improve your customer retention, drive loyalty, increase employee productivity, and grow your business, utilising scalable, innovative customer engagement solutions.

Differentiated customer experience

Stay ahead of the game with a service offering that flexes with your business and has all of the customer care hub and platform features you need in a single, all-in-one solution.

Lower your costs

Move expensive, legacy systems and overhead costs to multi-channel platforms. Get best-in-class workforce optimisation, improving technological and process efficiency and service delivery.

Scale up or down

Maximise your investment in people and technology while increasing resilience and disaster recovery options through 'work from anywhere' and rapid deployment capabilities.

Our expertise includes

  • Customer experience operations icon
    Customer experience operations
    Acting as the frontline to customer engagement for essential services for federal government and BPO operations at scale.
  • Customer experience platforms icon
    Customer experience platforms
    Connect's suite of experience management solutions offer service design combining the capability of our people with smart technology to optimise customer engagement.
  • Customer experience transformation icon
    Customer experience transformation
    Consulting services that combine in-depth operational knowledge with innovation and smart solutions. Learn more

Discover more

Spotlight: Libby Ewing-Jarvie Over the course of 25 years, and against a backdrop of ever-changing tech, Datacom's Libby Ewing-Jarvie has developed an innate understanding of what's most important in customer service: people.
Read more
  • Technology
A partnership forged in crisis With Alert Level 4 lockdown looming, Datacom pulls out all the stops to help TSB get its virtual call centre operational, and to keep staff safe and customers happy.
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  • Financial services
Meet Stacey Tomasoni Stacey Tomasoni has been with Datacom for ten years and seen significant change in both the company and the wider industry. We talked to Stacey about how the Connect team has grown.
Read more
  • Public sector