Communications
Every channel, one history
A customer starts on chat, rings when it stalls, then emails because nobody called back, and explains themselves three times. Ericom designs and runs the contact platform that puts every channel in one place with the history attached, and joins it to the systems your team already works in.
Three conversations
To your customer it is one conversation. To your systems it is three: a chat session, a call and an email, each landing somewhere different and none of them aware of the others.
So the customer repeats themselves, and your team works without the context that would have let them resolve it the first time. Every measure you have looks fine. Calls are answered, emails are cleared, chat is staffed. The thing that is failing is the space between them, and nothing in the reporting looks at that.
Contact centre projects fail on the joins rather than on the platform. The technology is rarely the hard part; connecting it to the systems that hold the customer's actual history is.
What we run
The platform, and the work of connecting it to what you already have.
- Teams Phone, carried by Telstra Cloud Calling Microsoft Teams Phone on Telstra Operator Connect. Your numbers move to the Microsoft tenancy you already own, calls route over Telstra, and the phone system is administered from the Teams admin centre instead of a box in a comms room. Ericom raises the Telstra paperwork, ports the numbers, designs the call flows and stays on the end of the line afterwards.
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From five seats to a thousand
Cloud Contact Centre
A customer starts on chat, rings when it stalls, then emails because nobody called back, and explains themselves three times. A cloud contact centre puts every channel in one place with the history attached. Ericom designs it, integrates it with the systems you already run, and operates it.
The joins are the product
Nothing here is difficult on its own. A phone system works, a chat widget works, a case system works. What fails is the space between them, and that space is not owned by any of the vendors who sold you the pieces.
Common questions
Does this have to run on Telstra?
No. The contact centre is a platform rather than a carriage service, so it integrates with the numbers and systems you already have, whoever carries them. Mobility is the part of our portfolio that is Telstra-only.
How small can it start?
From a handful of seats. The design work is the same shape at five seats as at five hundred, which is usually the surprise: the licences scale smoothly and the integration is what takes the time either way.
What about our existing phone system?
It depends what it is and how much life is left in it. Replacing a working system to gain features nobody asked for is a bad trade, and we would rather say so during scoping than after a migration.
Start with your queues, not a demo
A workshop on how your team actually handles contact tells us more than any product tour. We map the channels, the routing and where the history lives before anybody talks about licences.
Book a workshop