Cloud contact centre
From five seats to a thousand
A customer starts on chat, rings when it stalls, then emails because the call was not returned, 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 platform is rarely what goes wrong
Contact centre projects fail on the joins. The platform gets stood up and the CRM is not connected, so agents alt-tab between four windows and retype what the customer just said. Channels arrive in separate queues, so a chat and a call about the same problem are two conversations. Reporting covers the phone system and nothing else, so the question of why handling time went up has no data behind it. None of those is a platform fault. Each is a join that was left out of scope, and the agent pays for it on every call.
- 60+ Genesys Cloud contact centres Ericom operates today
- 5 to 1000 seats, the range those deployments span
- 20 years delivering contact centre platforms in Australia
Ericom writes and supports its own integrations.
What it does
One platform, one interface, one set of reporting. Most customers start with voice and digital, then add the workforce tools once the queues are behaving.
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Channels
Every way a customer reaches you, in one queue with one history behind it.
- Inbound and outbound voice
- Web chat, email and SMS
- Social and messaging apps
- Callback instead of hold
- Predictive and skills-based routing
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Automation and AI
Handling the enquiries that never needed a person, and helping the person with the ones that did.
- Speech-enabled IVR and self-service
- Voicebots and chatbots
- Agent assist during live calls
- Speech and sentiment analytics
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Workforce and quality
Forecasting, rostering and coaching, on the same data the queues run on.
- Workforce management and forecasting
- Call and screen recording
- Quality management and scoring
- Post-interaction surveys
- Agent learning and coaching
Usually live in six to eight weeks
A typical deployment, depending on complexity and how many integrations are in scope. Larger programmes phase, and the phasing is agreed at kick-off.
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Week one
Project kick-off and planning, the Genesys Cloud organisation activated, and a customer service workshop covering queues and call flows.
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Week two
Infrastructure workshop covering single sign-on, provisioning and email. CRM integration scoped. Omni-channel design agreed.
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Weeks three and four
Call flows built, single sign-on and user provisioning configured, users and queues loaded, and a working prototype in front of you.
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Weeks five and six
Integrations built, user acceptance testing, training preparation and go-live preparation.
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Week seven
Training delivered, then go-live with support alongside your team on the floor.
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Week eight
Monitoring, daily check-ins, tuning as required, and a structured handover into ongoing care.
Subject to initial planning and your own critical dates, which we ask for at the first meeting so the plan is written around them.
The part most providers subcontract
A contact centre is only as good as what it is joined to. Ericom employs the developers who do that work, which is why the integration is scoped in week two and not raised as a variation in week six.
Leads with
In-house developers
Not implementers who install a platform and hand you a list of things it cannot do. Ericom writes the integrations, the custom actions and the scripts, and supports what it wrote.
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The systems you already run
Salesforce, Microsoft Dynamics, ServiceNow, Zendesk, bespoke CRMs, ERP and data warehouses. Screen pop on answer, click to dial from the record, and call notes written back without anyone retyping them.
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Bots and conversational AI
Google Dialogflow, AWS Lex, Microsoft Copilot Studio and Nuance Mix, chosen for fit with the environment you already have; what Ericom resells does not decide it.
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Payments and compliance
Card payments can be handed to a PCI DSS compliant payment service so card data does not need to be handled by the agent or retained in the call recording.
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Microsoft Teams
Contact centre and Teams calling on one number plan, so the expert on the third floor is reachable from the queue without being an agent.
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Carriage into the platform
Carriage is delivered into the platform as SIP trunks, from Telstra or from the carrier you already use, and Ericom integrates and manages that path. There is no separate carriage project to run alongside the deployment and no on-premises voice equipment to keep alive.
One provider, not four
A contact centre programme usually arrives as a platform vendor, an integrator, a carrier and a support desk, none of whom have met, each of whom is right that the problem sits with one of the others. Ericom sells the licences, designs the flows, writes the integrations, manages the voice path and holds the fault when it breaks. When something breaks there is one number to ring, and the first ten minutes are spent on the fault instead of on whose it is.
What this is, and what it is not
Contact centre projects get scoped optimistically, and what was left out comes back as a variation. These are the edges, settled before the licences are.
What it does
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Designed around your queues
Call flows, routing and skills built from how your team actually works, as established in a workshop with the people who take the calls.
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Integrated with what you already run
Connected to the CRM, the ticketing system and the payment gateway, by the people who will support those connections afterwards.
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Scales both directions
Five seats to a thousand on the same platform, with the ability to burst capacity for a campaign or a peak and drop back down.
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Operated afterwards
An Australian service desk in business hours, moves and changes handled, and a team who know your configuration because they built it. Contracts generally include 24x7 cover for critical faults. After hours a critical fault is phoned in and a hunt group rings the engineers; no desk is staffed outside business hours. The support document sets out escalation to Telstra or Genesys, who provide 24x7 support behind Ericom.
What it does not do
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Not a phone system swap
Replacing a PBX changes what you own. If the queues, the routing and the reporting stay as they were, nothing improves and you have bought a project.
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Not a licence resale
Anybody can sell you Genesys licences. The value is in the design, the integrations and who answers when it misbehaves at month four.
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Not a bot that replaces your team
Automation takes the enquiries that can be resolved without a person: a balance, a status, a booking change. It does not remove the need for people, and a deployment sold on headcount reduction alone usually disappoints.
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Not finished at go-live
Queues drift, campaigns change and reporting needs re-cutting. Without an owner after week eight, it degrades like anything else.
Where it has been deployed
Sixty-plus deployments across government, education, financial services and enterprise. A few of them, described without naming the customers.
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A federal government agency
More than 700 agents across multiple departments, integrated with Microsoft Dynamics 365.
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A large university
A 180 concurrent agent deployment across several departments and countries, integrated with Microsoft Teams, Salesforce and ServiceNow, with voice, chat, outbound and workforce optimisation.
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A digital bank
More than 250 seats with Dynamics 365 integration, migrated off a competing cloud contact centre platform.
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Local government
Councils replacing end-of-life on-premises systems with Microsoft Teams calling and Genesys together, so staff could work from the office, from home, or both, without the queues noticing.
“I can honestly say that I have never encountered such a quality technology partner in a system implementation before. You are responsive and deliver quality solutions and I would be happy to recommend you to other potential customers.”
Manager Customer Experience, Shoalhaven City Council
Common questions
Short answers first.
How long does it take?
Six to eight weeks for a typical deployment, from agreement to go-live, depending on complexity and how many integrations are in scope. Larger programmes phase, and the phasing is agreed at kick-off.
How small can it be?
Five seats. Ericom operates deployments from five seats to a thousand on the same platform, and the smaller ones are not a lesser version of the service. If a five-seat team is what you have, that is what gets designed.
Will it work with our CRM?
Salesforce, Microsoft Dynamics, ServiceNow, Zendesk and bespoke systems are all in production across Ericom deployments. Ericom employs the developers who build those integrations, which is why integration scope is settled in week two.
How does it work with Microsoft Teams?
Contact centre and Teams calling run together, so a specialist who is not a contact centre agent can still be reached from a queue. Several deployments run exactly this way, including councils that moved off end-of-life on-premises systems.
Do we have to move everything at once?
No, and usually you should not. A contact centre first approach delivers the customer-facing benefit early and leaves the wider telephony migration to follow at a pace that suits the organisation.
What happens to our recordings?
Recordings sit on the platform, and how long they are kept is settled at design against your own obligations. Archive and deletion policies are agreed before a storage charge makes the decision for you.
Are we buying named or concurrent licences?
Either, and it materially changes the cost. A named licence covers a specific person; a concurrent licence covers whoever is logged in at the time, which suits shift-based teams. Ericom models both against your roster before quoting either.
Who supports it afterwards?
Ericom, from Australia. The service desk runs in business hours with an after-hours path for critical faults, and the team supporting it are the team who configured it, so a change request does not begin with somebody reading your call flows for the first time.
Start with your queues, not a demo
A workshop on how your team actually handles contact tells us more than a product demonstration will. Bring the queue reports, the list of systems an agent has open on a call, and whatever you know about how often a customer had to repeat themselves last month. The workshop ends with where the joins are, what the integration scope actually is, and whether the answer is a full platform or something considerably smaller.
Book a contact centre workshop