The ACXPA Supplier Directory is provided by the Australian Customer Experience Professionals Association (ACXPA), helping all Australian businesses to deliver improved customer experiences.
Just like EST Connect, we've got hundreds of suppliers that can assist you across a number of different categories, subcategories and search tags making it easy for you to find suppliers that can assist you.
Learn more about similar service providers to EST Connect below, along with information about Call Centre Technology below.
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).
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:
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.
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:
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.
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.
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.
In addition to the call centre technology, you also need to budget for additional items, including:
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.
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.
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:
Annual memberships start at just $35 per person, with membership options for individuals, businesses, and vendors.
Learn more about our memberships >
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:
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