Contact centres are centralised offices within businesses to handle all inbound (and sometimes outbound) customer contact. They are a natural evolution of the traditional ‘call centre’, but allow businesses to effectively manage a more diverse set of customer communications. Contact centres have expanded beyond just calls/voice to support email, letters, live-support, social media and instant messaging to deliver a better experience to your customers and better cost control and visibility for the business.

Talkware has implemented over 50 contact centre systems across Australia since 2002. We work with NEC, Alcatel Lucent, IPFX and Enghouse to deliver the best solution for your specific business size and requirements.

Why does my business need a contact centre?

A better customer experience

Allow your customers to contact the way they want to, and resolve their issues more quickly.

Optimise your workforce

Being able to tightly track your contact centre metrics means you can identify problem areas and work to improve call agent’s efficiency over time.

CRM Integration

Instant access to your customer’s profiles/history to help your call agents solve issues quickly and easily.

Engage customers in new ways

24/7 monitoring of social media and website enquiries, allowing you to engage customers where they are.

More contact methods

Voice can be an inefficient means for your customers and call-centre agents to solve problems, more flexibility means faster response times and quicker resolutions.

Better reporting

With better visibility over your entire system, you can see where problems are occurring and fix them in real time – even if you aren’t on site.
Contact us

Thinking of implementing a contact centre in your business?

Get in contact with us to start reaping the benefits of lower costs, better customer experience and a simpler communications infrastructure.
Contact us