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From establishing new contact centres to building on existing operations for customer service support, we work with our globally recognised contact centre technology partners to boost operational excellence in your business and create consistent, positive customer experiences (CX).
Datacom will support you in designing, implementing, and onboarding contact centre technology ecosystems that deliver enquiry resolution, improved customer interaction, engagement, self-service, loyalty, and retention.
A high-performing contact centre is a critical foundation to build a deeper connection with your audiences. To optimise the customer journey, you need to combine the latest technology with features that are easy to use.
Human-centred experience design solutions, cloud contact centre platforms, automation, knowledge management systems, app and web content, and integrated analytics services back our contact centre customer experience technology.
We work with you to improve your customer retention, drive loyalty, and grow your business, using scalable and innovative contact centre solutions.
Enhance customer satisfaction and increase employee engagement and productivity through great experiences, easy to use solutions, and full visibility of your operation.
Enhance customer satisfaction and increase employee engagement and productivity through great experiences, easy to use solutions, and full visibility of your operation.
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.
Move expensive, on-premise solutions to the cloud and gain control with increased self-sufficiency and reduced support needs.
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.
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.
Datacom is one of only two Gold Partners that service the Australia and New Zealand markets, which we use to your advantage. We unlock the full value of cloud contact centre platforms and contact centre automation to enable your organisation to meet your strategic objectives, reduce risk, enhance the productivity of your people, and deliver more meaningful experiences for your customers.
Our team are in touch with the evolving contact centre technology ecosystem and work with industry-leading partners, including Amazon, Auraya, Cognigy, Google, livepro, Microsoft and Snowflake.
Customers want seamless, convenient, and personalised experiences that create memorable engagements. Datacom provides you with the right technology to connect with your customers genuinely and authentically.
Interact across every communication channel and empower your contact centre team to resolve enquiries the first time.
To support this, our CX experts help you navigate your journey and allow you to realise your contact centre’s true potential.
We offer a comprehensive suite of Experience Technology capabilities, leveraging our deep expertise in solution consulting, deployment and ongoing service management. Our specialist customer experience solutions include:
Our integrated solutions use analytics, omni-channel engagement and automation to deliver seamless, data-driven customer journeys, enhancing excellence and personalisation at every touchpoint.
Cloud Contact Centre as a Service (CCaaS) technology empowers organisations to streamline customer interactions across multiple channels with cloud-based telephony, omni-channel support, workforce management and advanced analytics.
It enhances scalability, improves customer and employee satisfaction, and reduces operational costs by integrating seamlessly with CRM systems and simplifying contact centre operations − allowing organisations to deliver a more impactful service to their customers.
Start by clearly defining your project’s success metrics to align with your organisational strategy. Identify pain points and constraints and assess the impact of inaction to emphasise the initiative’s urgency.
Next, conduct a customer experience audit to benchmark your performance − review key metrics, gather customer feedback and analyse competitors. It’s essential to align leadership on transformation goals and metrics to support the transformation. Datacom’s CX experts can help you get started.
When selecting a technology partner, investigate their approach to educating your team and driving platform adoption. Understand how they will keep you informed about relevant updates, support your innovation agenda, licencing inclusions and manage service transitions. Ensure they can support your organisational change plan and maintain a high level of skill and capability in the product.
When choosing a technology platform, assess the vendor’s commitment to your region, their investment in the product and its longevity in the market. Look for incentives to reduce the cost of change and evaluate the features and capabilities that are crucial for your business’s compliance and productivity. Check for available integrations that can enhance productivity within your existing environment.
Datacom’s specialist CX technology practice partners closely with various tech providers to deliver the most relevant and tailored solutions, ensuring you receive the best-fit technology to meet your unique needs.
When considering security and operational impacts, first assess how artificial intelligence (AI) will affect your workforce, including potential changes to roles and how to prevent burnout. Plan for customer channel activation by organising your data early to understand projected contact volumes and ensure smooth activation.
Define clear reporting requirements to track key performance measures and ensure training and resources are available to support a smooth transition. Additionally, prioritise data security by understanding and implementing necessary measures including data sovereignty, encryption, access controls and conducting regular security audits.
