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Customer experience platforms

Enhance your customers' experience and create connected interactions across every channel with Datacom’s contact centre solutions.
Customer experience platforms
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Enhance your customer experience through connected interactions.

Your customers want you to know them, value them, and enable them. We provide contact centre solutions that enable you to better connect with them across every channel, and help them to self-serve and resolve their issues while respecting their time.

As leaders in contact centre operations and customer engagement, we work with you to improve your customer retention, drive loyalty, and grow your business, utilising scalable and innovative contact centre solutions. Datacom’s range of solutions enhances the way you engage with your customers.

We are experts in applying advanced technologies, including Genesys Cloud, livepro Knowledge Management, IPsoft Amelia artificial intelligence (AI), and other leading customer experience (CX) platform solutions, enabling you to realise your contact centre’s true potential.

Our expertise includes:

  • Definition, implementation, and ongoing support of your environment
  • Integration with your business and associated platforms
  • CX automation and optimisation
  • 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. We have a proven track record of collaborating with customers to determine the best CX platforms, and then deliver the best solutions to achieve your outcomes.

This went above and beyond what we ever expected from this system ... When it came to the crunch and we needed to make things happen, Datacom was there and they delivered.

HA
Hamish Archer
General Manager of Technology, TSB

Improve satisfaction and engagement

Enhance customer satisfaction and increase employee engagement and productivity through great experiences, easy to use solutions, and full visibility of your operation.

Differentiate your organisation

Stay ahead of the game with a service 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

Move expensive, on-premise solutions to the cloud and gain control with increased self-sufficiency and reduced support needs.

Implement and integrate with ease

We will define, build, and deploy your solution, and provide training, reporting and ongoing support. Pre-built customer relationship management (CRM) integrations, database lookups, and PCI payment integration will further enhance the customer experience.

Scale your solution as your business evolves

Maximise your investment in intellectual property (IP) and employees while increasing resilience and disaster recovery options through remote access enabling you and your team to work from anywhere.

Our expertise includes

  • Contact centre operations icon
    CX operations
    Datacom delivers customer experience services at scale. Our solutions offer service design that combines the capability of our people with smart technology to optimise customer experiences.
  • CX transformation icon
    CX transformation
    We're an enabler to support your CX transformation initiatives. We can help with CX consulting, strategy and experience design sessions, and designing and building virtual assistants and bots.
  • Insights and dashboards icon
    Insights and dashboards
    Gain actionable insights and drive continuous improvement through customer interaction aggregation, CRM integration, and speech analytics. Access simple, personalised data.
  • Partnering icon
    Partnering
    We support, administer, and maintain our solutions to information technology infrastructure library (ITIL) standards, backed by global contact centre leaders such as Genesys.
  • Genesys Cloud icon
    Genesys Cloud
    Provide a customer self-service portal that uses speech-enabled interactive voice responses (IVR), voice bots, and chatbots. Learn more
  • livepro icon
    livepro
    A full range of integrated knowledge management solutions from start-up knowledge base software to premium multi-channel knowledge management systems for corporate and government enterprises.
  • IPsoft icon
    IPsoft Amelia
    Unlock human creativity by automating routine tasks and develop solutions that represent the next chapter of human-machine collaboration. We are advocates for the creation of the hybrid workforce. Learn more

Discover more

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.
Read more
  • Financial services
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
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

Useful links

Customer experience operations

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