Cloud contact centre
From five seats to a thousand
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 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 nobody can answer why handling time went up. The technology was never the hard part.
- 60+ Genesys Cloud contact centres Ericom manages today
- 5 to 1000 seats, the range those deployments span
- 20 years delivering contact centre platforms in Australia
Ericom is one of the largest Genesys partners in the Asia Pacific region, and writes its own integrations rather than subcontracting them.
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
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 rather than discovered in week five.
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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 rather than after the plan is written.
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 at week two rather than raised as a variation at 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 Power Virtual Agents and Nuance MIX, chosen against the environment you already have rather than against what we resell.
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Payments and compliance
PCI compliant payment gateways integrated into the flow, so a card number is never read aloud to an agent or captured on a 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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Hosted voice in Australia
A fully hosted voice network, so there is no separate carriage project 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, provides the voice network and answers the phone at two in the morning. When something breaks there is one number, and nobody on the call is being asked to prove it is not their fault.
What this is, and what it is not
Contact centre projects get scoped optimistically, so it is worth being exact about the edges.
What it does
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Designed around your queues
Call flows, routing and skills built from how your team actually works, established in a workshop rather than assumed from a template.
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Integrated, not adjacent
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
Local support, 24/7 for anything critical, moves and changes handled, and a team who know your configuration because they built it.
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 handles the enquiries that never needed a person. 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. If nobody owns it 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. Among the first federal agencies in Australia to move to a cloud contact centre, and used to support national elections.
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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.
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 rather than discovered halfway through.
How small can it be?
Five seats. Ericom manages 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 rather than subcontracting them, 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 business.
What happens to our recordings?
Recordings and data storage are included under a fair use allowance, which generally supports three to four years of retention. Archive and deletion policies are set to your obligations at design, not discovered when a storage charge appears.
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 will model both against your roster rather than quoting the one that is easier to sell.
Who supports it afterwards?
Ericom, locally, with 24/7 telephone support for anything critical. 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. It also tells you quickly whether the answer is a full platform or something considerably smaller.
Book a contact centre workshop