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When customers contact you, they want to be understood, helped quickly and treated with care. Whether they call your contact centre, use live chat, send an email or start with self-service, the experience should feel connected from the first interaction to the final outcome.
Datacom helps organisations design, run and improve contact centre experiences across voice, digital and messaging channels. We bring together people, process, technology, data and insight so customers get the right support, teams can work with confidence and every interaction can help improve the next one.
From multi-channel support to real-time analytics, we provide the tools to create exceptional interactions at every touchpoint.
Deliver seamless, omnichannel customer service across voice, chat and digital channels
Improve satisfaction and loyalty with fast, personalised support.
Scale easily to handle any business need or campaign size.
Gain efficiency, insights and automation with the latest technology.
Protect customer data through strong security and compliance.
Free up your teams to focus on business priorities while we manage your customer care.
We combine strategy, design, platform delivery and run services so improvements don’t stop at a pilot – they become sustainable operational change.
We connect voice, chat, email, webforms, social and virtual assistants so customers get help where they prefer it. Our approach combines a single knowledge base, consistent routing rules and virtual assistants to increase self‑service and reduce repeat contacts.
Give your customers a consistent answer across voice, chat, email, social and web so they can use their preferred channel.
Increase self‑service and reduce repeat contacts with a shared knowledge base and guided virtual assistants.
Improve customer experience by defining clear channel roles and consistent routing rules.
Make transitions between channels seamless so fewer interactions are escalated or repeated.
We design and support the contact‑centre technology ecosystem, including cloud contact platforms, CRM and knowledge integrations, conversational AI and automation. These tools power agent assist, intelligent routing and conversational experiences while keeping humans in control for sensitive moments.
We align forecasting, rostering and intraday management with service targets so the right people are in the right place. We also provide coaching, capability‑building and workforce analytics to reduce wait times, improve adherence and lift agent performance.
We monitor interactions, score quality and turn customer signals into action using dashboards, reporting and feedback loops. Tools such as interaction monitoring help identify high‑risk moments, support proactive coaching and feed changes to content, workflows and routing for steady improvement.
Omnichannel customer service
Customers do not think in channels. They think about the problem they need to solve.
We help organisations create support experiences across voice, live chat, asynchronous chat, email, virtual assistants, social media and webforms. For many people, a “call centre” is still the everyday phrase they use when they need help. We help modernise that experience so call centre support connects with digital channels, customer information and service workflows.
AI in contact centres
We help combine empathetic human support with cloud contact centre platforms, knowledge management, automation, conversational AI, virtual assistants, chatbots and analytics. These tools can help teams find information faster, reduce manual effort and give customers clearer, more consistent answers.
The aim is not to remove the human touch. It is to make sure people get human help when it matters, and simple support when that is all they need.
Every contact centre interaction tells you something. We help you understand why your customers are getting in touch, where friction is building and where service can improve.
We offer tools that can monitor call recordings, analyse topics and phrases, and flag strong positive, negative or high-risk sentiment. This helps your teams identify issues earlier, support coaching and improve service quality over time.
Contact centre as a service
We provide flexible contact centre and business process outsourcing support across Australia, New Zealand and Asia. This can include inbound and outbound services, customer service, technical support, citizen services, social media management, back-office operations and end-to-end process management.
We work with a trusted ecosystem of global technology leaders to deliver flexible, future-ready solutions tailored to your needs. These partnerships allow us to build and modernise platforms that are not only robust and scalable, but also deeply integrated with your business goals.
A call centre usually refers to customer support by phone. A contact centre is broader and can include voice, live chat, asynchronous chat, email, virtual assistants, social media and webforms. We help organisations connect these channels so customers can get support in the way that suits them.
With over 30 years’ experience managing contact centres, we help organisations of all sizes to streamline customer engagement and support. Our expertise and advanced technology enable customers to focus on their core business while optimising operational efficiency and achieving impactful results that impact the bottomline.
Our teams are highly experienced in managing inbound and outbound contact centres across various disciplines including service, sales, technical support and citizen services.
We provide a range of communication channels, including voice, live and asynchronous chat, email, virtual assistants, social media and webforms, with multilingual options available.
We provide flexible options from short campaigns to long-term contracts, tailored to your organisation’s needs.
Our teams range from 15-seat operations to over 1,000 seats across Australia, New Zealand and the Philippines, providing scalable contact centre solutions to meet various requirements and budgets.
We use advanced technologies to transform contact centre operations and elevate customer experience.
Our solutions include cloud contact centre platforms, knowledge management systems, conversational AI and virtual assistants, to chatbots and machine learning. These innovative and human-centred solutions ensure seamless interactions, reduced wait times, personalised engagement and efficient issue resolution, available 24/7.
Our team uses reporting, analytics, feedback loops and interaction monitoring to understand what is happening across support interactions. We provide tools that can monitor call recordings, analyse topics and phrases, flag sentiment and help teams identify issues earlier.
Yes. We offer flexible options from short campaigns to long-term contracts, including scalable operations across Australia, New Zealand and Asia.
AI integration significantly enhances the customer experience by handling routine queries through intelligent chatbots and virtual assistants, ensuring immediate, 24/7 support. This frees contact centre agents to focus on complex cases, increasing efficiency and customer satisfaction.
AI also provides real-time assistance to agents by suggesting next-best actions, summarising previous interactions, and offering personalised recommendations, enabling faster and more relevant responses. AI-driven sentiment analysis and predictive analytics help understand customer emotions and anticipate needs, leading to more empathetic and proactive support.
We support Cloud Contact Centre as a Service, (CCaaS), using cloud-based telephony, omnichannel support, workforce management and advanced analytics. Our contact centre technology can also include CRM integrations, automation, knowledge management, conversational AI, virtual assistants, chatbots and integrated analytics.
We employ robust security measures and conduct regular audits to protect your sensitive data. Our compliance with industry regulations and certifications including IRAP, GDPR and HIPAA, underscores our commitment to data protection, ensuring the confidentiality and integrity of client and customer information.
We bring all these parts together as one connected service experience. Contact centre technology connects channels and data, workforce management helps align people to demand, and business process outsourcing (BPO) supports front-office and back-office service delivery.
Datacom provides contact centre services that can be tailored to your operating model, customer volumes and transformation priorities. Options include:
Contact centre strategy, service design and operating model improvement.
Cloud Contact Centre as a Service, or CCaaS, platforms for voice, email, chat, messaging, social and web interactions.
Omnichannel routing and agent desktops that bring customer context together across channels.
Customer self-service, knowledge management, conversational AI and virtual assistants.
Agent assistance, interaction analytics, quality assurance and performance reporting.
Workforce management, including forecasting, scheduling, intraday management and coaching.
Managed contact centre services, blended delivery models and business process outsourcing.
Platform implementation, integration, optimisation and managed support.
CCaaS is a cloud-based contact centre platform that brings customer interactions across channels into a central service environment. It can include cloud telephony, omnichannel support, workforce management, analytics, automation and AI-enabled capabilities.
Start by assessing the current service model, not just the phone platform. Review customer contact reasons, demand volumes, channels, service levels, customer journeys, technology integrations, workforce processes and security requirements.
A typical cloud contact centre migration includes:
Assess the current environment: Identify legacy systems, contact reasons, pain points, customer data sources and priority journeys.
Define the future service model: Decide which channels, self-service options, routing models, knowledge tools and human support are needed.
Select the CCaaS platform and architecture: Assess platform capabilities, CRM integration, data requirements, security, resilience, reporting and workforce tools.
Design and integrate: Configure voice and digital channels, connect CRM, knowledge, identity, analytics and relevant back-office systems.
Pilot priority journeys: Start with selected teams, channels or customer journeys to validate customer and employee outcomes before scaling.
Migrate in phases: Move services gradually, maintain continuity and provide training, change support and clear governance.
Optimise continuously: Use interaction data, customer feedback and operational measures to improve routing, self-service, knowledge and automation.
A phased approach helps organisations achieve early benefits while reducing the operational risk of replacing a core service platform.
CCaaS and contact centre outsourcing solve different parts of the service challenge, although they can be used together.
CCaaS is a technology model. It provides cloud-based software for managing customer interactions across voice and digital channels. Your organisation may operate the platform with its own staff, ask a partner to manage the technology, or combine it with a managed service.
Traditional contact centre outsourcing is an operating model. A provider supplies people and processes to handle all or part of your customer interactions. This may include inbound support, outbound contact, digital channels, back-office processing or overflow capacity.
A combined model gives you both the technology and the operating capability. For example, we can help implement or manage a CCaaS platform while also operating selected customer service journeys, providing workforce management and improving the service model over time.
CCaaS typically offers cloud-based scalability, centralised interaction management, omnichannel capability and less dependence on on-premise hardware. Outsourcing adds flexible service capacity, operational expertise and the ability to run customer-facing and back-office processes.
Omnichannel contact centre software brings voice, email, web chat, messaging, SMS and other digital interactions into a connected service environment. It helps customers move between channels without needing to repeat their issue, identity or history.
It can improve customer experience by:
Maintaining a shared interaction history across channels.
Routing customers using their context, intent, priority and available skills.
Giving agents a single view of customer details, previous interactions, cases and knowledge.
Supporting consistent answers across self-service, digital and human channels.
Improving hand-offs between bots, digital journeys and service teams.
Making it easier to measure demand, wait times, repeat contacts, resolution and customer effort.
The value is not simply having more channels. It comes from connecting those channels around shared customer context, knowledge, workflows and service outcomes.
For regulated industries, choose a contact centre partner that can combine service operations and technology with security, governance, data management and local delivery capability. Important considerations include experience in complex service environments, secure integration with CRM and core systems, privacy and access controls, auditable processes, local support and clear incident management.
Datacom supports contact centre services and cloud contact centre technology for organisations across Australia, including government agencies and complex enterprises. Its contact centre offering includes cloud platforms, knowledge management, conversational AI, virtual assistants and security controls, with stated compliance support across standards and frameworks such as IRAP, GDPR and HIPAA. Datacom also offers sovereign cloud services hosted and managed in Australia for organisations that need stronger in-country control of data, platforms and compliance.
