Call Centre Technology Solutions in Australia 

Finding the right call centre technology solution has never been more critical for businesses.

Customers continue to demand higher levels of customer service across not just phone calls but a range of different channels, including email, SMS, live chat, and so on, and businesses are constantly under pressure to reduce costs. 

The good news is that modern contact centre technology platforms enable access to cutting-edge AI-enhanced features for a fraction of the price they used to be.

A modern call centre technology solution can handle multichannel and omnichannel conversations enabling you to efficiently manage customer interactions however they choose to communicate with your business. 

But current call centre technology is now required to handle more than just customer communication channels.

Integration with CRM systems, Knowledge Management Platforms, outbound diallers, and so on all become business-critical functions that are fundamental to being able to provide a great customer experience that is efficient for your business. 

When it comes to the latest contact centre technology, you also need to consider the options —from being 'in the cloud' or on-premise, integrating with Microsoft Teams, and so on that all come with pros and cons. 

The contact centre technology solution providers listed in this category can offer everything from stand-alone solutions for small offices or contact centres to a full omnichannel solution.

Just scroll below to see all the suppliers, or click on one of the search tags to find suppliers who specialise in that technology (and to learn more about it). 

Benefits of Modern Contact Centre Technology Solutions

Modern call centre technology systems offer a myriad of benefits that can significantly enhance the efficiency, effectiveness, and overall performance of a business's customer service operations.

Here are just some of the business benefits of using modern call centre technology:

Enhanced Customer Experience

• Omnichannel Support: Modern systems support multiple communication channels (phone, email, chat, social media), allowing customers to interact through their preferred medium seamlessly.
• Personalisation: Advanced analytics and CRM integrations enable agents to access customer history and preferences, allowing for more personalized and relevant interactions.

Improved Efficiency and Productivity

• Automation: Features like IVR (Interactive Voice Response), chatbots, and AI-powered assistants handle routine queries and tasks, freeing up agents to focus on more complex issues.
• Skill-Based Routing: Calls and inquiries are directed to the most appropriate agent based on their skill set, reducing resolution times and improving service quality.
• Workforce Management: Tools for forecasting, scheduling, and real-time monitoring help optimise agent productivity and ensure adequate staffing levels.

Advanced Analytics and Reporting

• Real-Time Monitoring: Supervisors can monitor interactions in real-time, providing the ability to intervene and assist as needed, ensuring high-quality service.
• Performance Metrics: Detailed reporting and analytics provide insights into key performance indicators (KPIs) such as average handle time, first call resolution, and customer satisfaction scores, enabling continuous improvement.

Enhanced Security and Compliance

• Data Protection: Modern systems incorporate robust security measures to protect sensitive customer information, complying with regulations like PCI DSS and GDPR.
• Compliance Features: Automated compliance checks and audit trails help ensure adherence to industry standards and regulations.

Scalability and Flexibility

• Cloud-Based Solutions: Many modern contact centre systems are cloud-based, offering scalability to accommodate growth and the flexibility to support remote and hybrid work environments.
• Integration Capabilities: Seamless integration with other business systems (CRM, ERP, marketing automation) ensures a unified view of customer data and enhances operational efficiency.

Cost Savings

• Reduced Infrastructure Costs: Cloud-based systems reduce the need for expensive on-premises hardware and maintenance.
• Operational Efficiency: Automation and improved agent productivity contribute to cost savings by reducing the time and resources required to manage customer interactions.

Enhanced Collaboration

• Unified Communication Tools: Integrated communication tools like video conferencing, internal chat, and shared workspaces foster better collaboration among team members, leading to more effective problem-solving and service delivery.

Business Continuity

• Disaster Recovery: Cloud-based contact centre solutions often come with built-in disaster recovery capabilities, ensuring business continuity in the event of a disruption.

By leveraging modern contact centre technology, businesses can significantly improve their customer service operations, leading to higher customer satisfaction, increased efficiency, and reduced operational costs.

How Much Does Call Centre Technology Cost in Australia?

The cost of call centre systems in Australia varies based on factors like the size of the call centre, the features required, and whether the system is cloud-based or on-premises.

Here’s a general breakdown:

Cloud-Based Call Centre Systems

Small to Medium Call Centres: $30 - $100 per user, per month that can includes features such as call routing, CRM integration, analytics, and basic reporting. Suitable for smaller operations or those needing scalable solutions.

Large Call Centres or Advanced Features: $100 - $250 per user, per month.  Offers advanced features like omnichannel support, AI integration, advanced analytics, and customisation. Ideal for larger centres with more complex needs.

On-Premises Call Centre Systems

Initial Setup Costs: can range from $10,000 - $100,000+  and include hardware, software licenses, installation, and configuration. The total cost depends on the number of agents, system complexity, and additional features required.

Maintenance and Support can range from $1,000 - $10,000+ annually that includes ongoing support, updates, and system maintenance. Costs vary based on the level of service and system size.

Consumption-Based 

New solutions like Amazon Connect charge a per minute rate with no upfront costs.  You can either purchase directly on your own or use partners that can help with set up, implementation, optimisation and management. 

Additional Costs

In addition to the call centre technology, you also need to budget for additional items, including:

• Hardware: Phones, headsets, and servers may cost an additional $50 - $500 per unit, depending on quality and brand.
• Training: $1,000 - $5,000+ for initial training and setup, depending on the provider and complexity of the system.

How to Choose a Contact Centre Technology Vendor

With contact centre technology one of the most important decisions you can make for your customer management success, it's critical you get it right.

There are hundreds of vendors to choose from, so how do you know which one is right for your business?

The key bit of advice is to be clear on your requirements.

If you are unsure about the possible options or what's best for your business, we encourage you to arm yourself with more information before you start engaging vendors.

• Read our free contact centre technology guide without all the sales pitches (vendor agnostic) that can help you learn
• Learn more about specific call centre technology functions on our Call Centre & CX Glossary.
• Engage a specialist contact centre technology consultant that can help with everything from developing your requirements, managing the procurement, implementation and so on.

Defining Your Call Centre Technology Requirements 

If you are going to be looking to source some call centre technology, either as a new set up or upgrading from an existing platform, its important to be clear on your requirements both now, and where you expect your call centre to grow in the future. 

We have a free Contact Centre Technology Wizard that can assist you in articulating your requirements to help have informed conversations with potential technology partners, and we can also provide you with a shortlist of recommended call centre technology partners based on your requirements that can save you time, money, risk and stress. 

It's free to use, and you are free to negotiate prices, terms, etc, directly with suppliers.  

Where to Learn More about Call Centres in Australia

As well as providing great resources like this supplier directory, the Australian Customer Experience Professionals Association (ACXPA) provides a range of resources, tools, training and support for the call centre industry in Australia, including:

• Expert articles and a comprehensive industry glossary designed to help educate and inspire, not push vendor content. 
• The Australian Call Centre Rankings assess over 80 metrics from contact centres across Australia. 
• Regular roundtables with leading contact centre managers to hear and learn from the best.
• ACXPA Member Bites - short videos designed to fast-track knowledge on a range of leading call centre management best-practices as well as tips for team leaders and frontline employees. 
• Training courses for agents, team leaders, managers and workforce management.
• Australia's leading networking tool for contact centre professionals. 
• Local events including site tours to see and learn from others contact centres. 

Annual memberships start at just $35 per person, with membership options for individuals, businesses, and vendors. 

Learn more about our memberships >

Select the Contact Centre Technology You Need

Scroll through all the contact centre technology solution providers below, or select a search tag to filter suppliers with specific functions or attributes you need. 

As the modern contact centre has a lot of moving parts to deliver effective customer experiences, you may also be interested in some of these other categories:

CX Automation & AI  |  Knowledge Management  |  Customer Management  |   Workforce Optimisation