--- title: Contact Centre as a Service | MobileCorp description: A cloud-hosted contact centre is a complete engagement and communication solution that makes relationships omni-channel, personalised and conversational. --- [ Speak to a MobileCorp Representative ](https://www.mobilecorp.com.au/contact-us) Speak to a MobileCorp Representative [ Contact Us ](https://www.mobilecorp.com.au/contact-us) [![MobileCorp](https://www.mobilecorp.com.au/hubfs/MobileCorp_August2022/Images/Header/Mobile%20corp%20Logo.svg) ![MobileCorp](https://www.mobilecorp.com.au/hs-fs/hubfs/MobileCorp_August2022/Images/Header/white_logo.png?width=104&height=48&name=white_logo.png) ](https://www.mobilecorp.com.au) Solutions - Solutions [Mobility ](https://www.mobilecorp.com.au/solutions/mobility) [Essential 8 Security ](https://www.mobilecorp.com.au/solutions/essential-8-cyber-security) [Data Networks ](https://www.mobilecorp.com.au/solutions/data-networks) [Managed ICT & IT Services ](https://www.mobilecorp.com.au/solutions/managed-ict-solutions) [Unified Communications ](https://www.mobilecorp.com.au/solutions/unified-communications) [Cloud Services ](https://www.mobilecorp.com.au/solutions/cloud) [In-Building Mobile Coverage ](https://www.mobilecorp.com.au/data-networks/in-building-coverage) - Solutions [Mobility ](https://www.mobilecorp.com.au/solutions/mobility) - [MobileCorp Managed Mobility Service](https://www.mobilecorp.com.au/mobility/mobilecorp-managed-mobility-services) - [MobileCorp Managed Mobility Service](https://www.mobilecorp.com.au/mobility/mobilecorp-managed-mobility-service-inclusions) - [MobileCorp Mobility Support](https://www.mobilecorp.com.au/mobilecorp-mobility-support) - [Telstra Carriage Management](https://www.mobilecorp.com.au/telstra-support-carriage-management) - [Onsite Service Delivery](https://www.mobilecorp.com.au/mobilecorp-managed-mobility-service/onsite-service-delivery) - [Mobile Lifecycle Management](https://www.mobilecorp.com.au/mobility/mobile-lifecycle-management) - [Device Lifecycle Management](https://www.mobilecorp.com.au/mobile-lifecycle-management/device-lifecycle) - [Device Deployment](https://www.mobilecorp.com.au/mobile-lifecycle-management/device-deployment) - [End of Life Device Management](https://www.mobilecorp.com.au/mobile-lifecycle-management/end-of-life-management) - [Mobile Expense Management](https://www.mobilecorp.com.au/mobility/mobile-expense-management) - [Telecom Expense Management](https://www.mobilecorp.com.au/mobile-expense-management/telecom-expense-management) - [Mobile Fleet Audit](https://www.mobilecorp.com.au/mobile-expense-management/mobile-fleet-audit) - [Carrier Bill Audit](https://www.mobilecorp.com.au/mobile-expense-management/carrier-bill-audit) - [Mobile Optimisation Programs](https://www.mobilecorp.com.au/mobile-expense-management/mobile-fleet-optimisation) - [Cost Visibility](https://www.mobilecorp.com.au/mobile-expense-management/cost-visibility) - [Mobile Fleet Benchmarking](https://www.mobilecorp.com.au/mobile-expense-management/mobile-fleet-benchmarking) - [Mobile Device Management](https://www.mobilecorp.com.au/mobility/mobile-device-management) - [Android Enterprise Zero-touch](https://www.mobilecorp.com.au/mobile-device-management/android-enterprise-zero-touch) - [Device Enrolment Programs](https://www.mobilecorp.com.au/mobile-device-management/device-enrolment-programs) - [MDM | UEM Managed Service](https://www.mobilecorp.com.au/mobile-device-management/mdm-uem-managed-service) - [Unified Endpoint Management](https://www.mobilecorp.com.au/mobile-device-management/unified-endpoint-management) - [Mobile Security](https://www.mobilecorp.com.au/mobility/mobile-security) - [Mobile Threat Landscape 2024](https://www.mobilecorp.com.au/mobile-security/mobile-threat-landscape-2024) - [Mobile Threat Defence 2024](https://www.mobilecorp.com.au/mobile-security/mobile-threat-defence) - [Telstra Enterprise Mobile Protect](https://www.mobilecorp.com.au/mobile-security/telstra-enterprise-mobile-protect) - [Jamf Endpoint Security](https://www.mobilecorp.com.au/mobile-security/jamf-mobile-endpoint-security) - [IoT Management](https://www.mobilecorp.com.au/iot-management) - [Connected Everything : IOT in 2023](https://www.mobilecorp.com.au/iot-management/connected-everything) - [IoT Managed Service](https://www.mobilecorp.com.au/iot-management/iot-managed-service) - [Machine to Machine (M2M)](https://www.mobilecorp.com.au/iot-management/machine-to-machine-m2m) - [Location Data Analytics](https://www.mobilecorp.com.au/iot-management/location-data-analytics) - [Connected Vehicles](https://www.mobilecorp.com.au/iot-management/connected-vehicles) - [Smart Cameras](https://www.mobilecorp.com.au/iot-management/smart-cameras) [Essential 8 Security ](https://www.mobilecorp.com.au/solutions/essential-8-cyber-security) - [Essential 8 Audit as a Service](https://www.mobilecorp.com.au/essential-8-audit-as-a-service) - [Essential 8 Remediation as a Service](https://www.mobilecorp.com.au/essential-8-remediation-as-a-service) [Data Networks ](https://www.mobilecorp.com.au/solutions/data-networks) - [Wireless WAN](https://www.mobilecorp.com.au/data-networks/wireless-wan) - [LTE Wireless WAN](https://www.mobilecorp.com.au/wireless-wan/lte-wireless-wan) - [5G Wireless WAN](https://www.mobilecorp.com.au/wireless-wan/5g-wireless-wan) - [Enterprise Wireless WAN](https://www.mobilecorp.com.au/5g-for-business/enterprise-wireless) - [Enhanced Enterprise Wireless WAN](https://www.mobilecorp.com.au/5g-for-business/telstra-5g-enhanced-enterprise-wireless) - [Business Internet](https://www.mobilecorp.com.au/data-networks/business-internet) - [Telstra Internet Direct (TID)](https://www.mobilecorp.com.au/business-internet/tid) - [Telstra Internet Direct LITE](https://www.mobilecorp.com.au/business-internet/tid-lite) - [ Telstra Business Broadband (TBB)](https://www.mobilecorp.com.au/business-internet/telstra-business-broadband) - Telstra NBN for Business - Telstra NBN Enterprise Ethernet - [Private Networks & MPLS](https://www.mobilecorp.com.au/data-networks/private-network-mpls) - [Teltra MPLS Network](https://www.mobilecorp.com.au/private-networks/telstra-mpls-network) - [MPLS With Managed Router](https://www.mobilecorp.com.au/private-networks/mpls-with-managed-router) - Telstra National Ethernet - [Network Security](https://www.mobilecorp.com.au/data-networks/network-security) - [Next Gen Firewalls ](https://www.mobilecorp.com.au/network-security/next-gen-firewalls) - [Penetration Testing](https://www.mobilecorp.com.au/network-security/penetration-testing) - [Disaster Recovery](https://www.mobilecorp.com.au/network-security/disaster-recovery) - [Network Security Audit](https://www.mobilecorp.com.au/network-security/network-security-audit) - [Network Professional Services](https://www.mobilecorp.com.au/data-networks/network-professional-services) - [Network Consultancy](https://www.mobilecorp.com.au/professional-services/network-consultancy) - [Network Assessment](https://www.mobilecorp.com.au/professional-services/network-assessment) - [Network Redundancy Design](https://www.mobilecorp.com.au/private-networks/network-redundancy-design) [Managed ICT & IT Services ](https://www.mobilecorp.com.au/solutions/managed-ict-solutions) - [Mobility Services](https://www.mobilecorp.com.au/managed-ict/mobility-services) - MobileCorp Managed Mobility - MobileCorp Mobility Support - Telstra Carriage Management - [Onsite Mobility Support](https://www.mobilecorp.com.au/mobilecorp-managed-mobility-service/onsite-service-delivery) - [End User Management](https://www.mobilecorp.com.au/managed-ict/end-user-services) - [Managed Desktops](https://www.mobilecorp.com.au/end-user-management/managed-desktops) - [User Device Management](https://www.mobilecorp.com.au/end-user-management/user-device-management) - [User Identity & Access Management](https://www.mobilecorp.com.au/end-user-management/user-identity-access-managementd-user-ma) - [ICT Professional Services](https://www.mobilecorp.com.au/managed-ict/ict-professional-services) - [IT Service Desk](https://www.mobilecorp.com.au/professional-services/it-service-desk) - [IT Project Management](https://www.mobilecorp.com.au/professional-services/it-project-management) - [Digital Optimisation Audit](https://www.mobilecorp.com.au/professional-services/digital-optimisation-audit) - [Solution Architecture Service](https://www.mobilecorp.com.au/professional-services/solution-architecture) - [Network & Infrastructure Services](https://www.mobilecorp.com.au/managed-ict/network-infrastructure-services) - [Managed Site Relocation](https://www.mobilecorp.com.au/infrastructure-management/site-relocation) - [Network Site Assessment](https://www.mobilecorp.com.au/infrastructure-management/site-assessment) - [Managed Networks](https://www.mobilecorp.com.au/infrastructure-management/managed-networks) - [Managed Routers](https://www.mobilecorp.com.au/infrastructure-management/managed-routers) - [Managed Servers](https://www.mobilecorp.com.au/infrastructure-management/managed-servers) - [Managed Virtualisation](https://www.mobilecorp.com.au/infrastructure-management/managed-virtualisation) - [Managed Backup and Recovery](https://www.mobilecorp.com.au/infrastructure-management/managed-backup-and-recovery) - [Proactive Network Monitoring](https://www.mobilecorp.com.au/infrastructure-management/proactive-network-monitoring) - [Security Services](https://www.mobilecorp.com.au/managed-ict/security-services) - [MobileCorp Essential 8 Management](https://www.mobilecorp.com.au/solutions/essential-8-cyber-security) - [MobileCorp Security Management](https://www.mobilecorp.com.au/security-management/managed-security) - [Managed Anti-Virus](https://www.mobilecorp.com.au/security-management/managed-antivirus) - [Network Security Audit](https://www.mobilecorp.com.au/network-security/network-security-audit) - [Disaster Recovery as a Service](https://www.mobilecorp.com.au/network-security/disaster-recovery) - [Unified Communications Services](https://www.mobilecorp.com.au/managed-ict/unified-communications-services) - [Unified Communications Managed Service](https://www.mobilecorp.com.au/unified-communications/unified-communications-managed-service) - [Managed Microsoft 365](https://www.mobilecorp.com.au/solutions/unified-communications/managed-microsoft-365) - [Digital Workspace Services](https://www.mobilecorp.com.au/end-user-management/digital-workspace-services) [Unified Communications ](https://www.mobilecorp.com.au/solutions/unified-communications) - [Unified Communication as a Service](https://www.mobilecorp.com.au/unified-communications/unified-communications-as-a-service) - [ACCESS4 UCaas](https://www.mobilecorp.com.au/unified-communications/access4-ucaas) - [Telstra TIPT](https://www.mobilecorp.com.au/voice/tipt) - [Collaboration Calling Solutions](https://www.mobilecorp.com.au/unified-communications/collaboration-calling-solutions) - [ACCESS4 Cloud Calling](https://www.mobilecorp.com.au/unified-communications/access4-cloud-calling) - [Telstra Liberate ](https://www.mobilecorp.com.au/voice/telstra-liberate) - [Telstra SIP Connect](https://www.mobilecorp.com.au/voice/internet-sip) - [ISDN to SIP Migration](https://www.mobilecorp.com.au/voice/isdn-migration) - Telstra Adaptive Cloud Calling - [Microsoft 365](https://www.mobilecorp.com.au/unified-communications/managed-office365) - [Microsoft 365 Migration](https://www.mobilecorp.com.au/office-365/office-365-migration) - [Microsoft 365 Managed Service](https://www.mobilecorp.com.au/solutions/unified-communications/managed-microsoft-365) - [Access4 Calling for Microsoft Teams](https://www.mobilecorp.com.au/office-365/access4-calling-for-microsoft-teams) - [Telstra Calling for Microsoft Teams](https://www.mobilecorp.com.au/office-365/telstra-calling-for-microsoft-teams) - Telstra Mobile Worksuite - [Contact Centre as a Service](https://www.mobilecorp.com.au/unified-communications/hosted-contact-centre) - [UJET Cloud Contact Centre](https://www.mobilecorp.com.au/ujet-cloud-contact-centre) - Genesys Cloud Contact Centre [Cloud Services ](https://www.mobilecorp.com.au/solutions/cloud) - [SD WAN](https://www.mobilecorp.com.au/cloud/sd-wan) - [Public SD-WAN](https://www.mobilecorp.com.au/sd-wan/public-sd-wan) - [Private SD-WAN](https://www.mobilecorp.com.au/sd-wan/private-sd-wan) - [Hybrid SD-WAN](https://www.mobilecorp.com.au/sd-wan/hybrid-sd-wan) - [SD-WAN Redundancy](https://www.mobilecorp.com.au/sd-wan/sd-wan-redundancy) - [Cloud Professional Services](https://www.mobilecorp.com.au/cloud/cloud-professional-services) - [Cloud Architecture](https://www.mobilecorp.com.au/cloud-professional-services/cloud-architecture) - [Cloud Migration](https://www.mobilecorp.com.au/cloud-professional-services/cloud-migration) - [Cloud Optimisation](https://www.mobilecorp.com.au/cloud-professional-services/cloud-optimisation) - [Cloud Infrastructure Audit](https://www.mobilecorp.com.au/cloud-professional-services/cloud-infrastructure-audit) [In-Building Mobile Coverage ](https://www.mobilecorp.com.au/data-networks/in-building-coverage) - [In-Building Mobile Coverage](https://www.mobilecorp.com.au/data-networks/in-building-coverage) - [Distributed Antenna System (DAS) Solutions](https://www.mobilecorp.com.au/distributed-antenna-system) - [Cel-Fi Mobile Signal Boosters](https://www.mobilecorp.com.au/cel-fi-booster) [ 5G For Business ](https://www.mobilecorp.com.au/5g-for-business) - 5G For Business [5G For Business ](https://www.mobilecorp.com.au/5g-for-business) [Ericsson-Cradlepoint Wireless WAN ](https://www.mobilecorp.com.au/5g-for-business/cradlepoint-5g-wireless-wan) [5G Site Assessment ](https://www.mobilecorp.com.au/5g-for-business/5g-site-assessment) [Enterprise Wireless ](https://www.mobilecorp.com.au/5g-for-business/enterprise-wireless) [5G Action Plan for Business ](https://www.mobilecorp.com.au/5g-for-business/5g-action-plan-for-business) [Telstra Enhanced Enterprise Wireless ](https://www.mobilecorp.com.au/5g-for-business/telstra-5g-enhanced-enterprise-wireless) [5G and 4G Mobile Signal Boosters ](https://www.mobilecorp.com.au/5g-4g-mobile-signal-booster) - 5G For Business [ Nine 5G use cases that Australian organisations can adopt right now Research has revealed that the biggest barrier to 5G adoption by Australian... Read more ](https://www.mobilecorp.com.au/learning-hub/nine-5g-use-cases-that-australian-organisations-can-adopt-right-now) Telstra - Telstra [Telstra Partner ](https://www.mobilecorp.com.au/telstra-partner) [Telstra Partner Leverage your Telstra relationship ](https://www.mobilecorp.com.au/telstra-partner) [Telstra Global Partner ](https://www.mobilecorp.com.au/technologies/telstra-global-partner) [Telstra Global Partner POPs in over 200 countries ](https://www.mobilecorp.com.au/technologies/telstra-global-partner) [Telstra 5G ](https://www.mobilecorp.com.au/5g-for-business/telstra-5g) [Telstra 5G Telstra 5G ](https://www.mobilecorp.com.au/5g-for-business/telstra-5g) - Telstra [Telstra Partner Leverage your Telstra relationship ](https://www.mobilecorp.com.au/telstra-partner) [Telstra Global Partner POPs in over 200 countries ](https://www.mobilecorp.com.au/technologies/telstra-global-partner) [Telstra 5G Telstra 5G ](https://www.mobilecorp.com.au/5g-for-business/telstra-5g) Industries - Industries [Retail ](https://www.mobilecorp.com.au/industry-5g-for-retail) [Retail Let's talk shop ](https://www.mobilecorp.com.au/industry-5g-for-retail) [Construction ](https://www.mobilecorp.com.au/industry-5g-for-construction) [Construction Build out your 5G advantage ](https://www.mobilecorp.com.au/industry-5g-for-construction) [Education ](https://www.mobilecorp.com.au/industry-5g-for-education) [Education Boost your learning potential ](https://www.mobilecorp.com.au/industry-5g-for-education) [Government ](https://www.mobilecorp.com.au/industry-government) [Government Smart Places and Connected Communities ](https://www.mobilecorp.com.au/industry-government) - Industries [Retail Let's talk shop ](https://www.mobilecorp.com.au/industry-5g-for-retail) [Construction Build out your 5G advantage ](https://www.mobilecorp.com.au/industry-5g-for-construction) [Education Boost your learning potential ](https://www.mobilecorp.com.au/industry-5g-for-education) [Government Smart Places and Connected Communities ](https://www.mobilecorp.com.au/industry-government) [ Case Studies ](https://www.mobilecorp.com.au/hero-stories) [ Testimonials ](https://www.mobilecorp.com.au/testimonials) [ Learning Hub ](https://www.mobilecorp.com.au/learning-hub) [ About Us ](https://www.mobilecorp.com.au/about-us) - About Us [Mission ](https://www.mobilecorp.com.au/about-us#our-mission) [Mission Why we do what we do ](https://www.mobilecorp.com.au/about-us#our-mission) [Values ](https://www.mobilecorp.com.au/about-us#about-our-values) [Values How we choose to live ](https://www.mobilecorp.com.au/about-us#about-our-values) [Sustainability ](https://www.mobilecorp.com.au/about-us#our-sustainability-pledge) [Sustainability Our pledge to protect the planet ](https://www.mobilecorp.com.au/about-us#our-sustainability-pledge) [Our People ](https://www.mobilecorp.com.au/about-us#about-our-people) [Our People Our best asset ](https://www.mobilecorp.com.au/about-us#about-our-people) [Our Awards ](https://www.mobilecorp.com.au/mobilecorp-awards) [Our Awards Recognition you can trust ](https://www.mobilecorp.com.au/mobilecorp-awards) [Our Customers ](https://www.mobilecorp.com.au/about-us#about-our-clients) [Our Customers People who trust in us ](https://www.mobilecorp.com.au/about-us#about-our-clients) [Our Partners ](https://www.mobilecorp.com.au/about-us#our-tech-partners) [Our Partners People we trust to deliver for you ](https://www.mobilecorp.com.au/about-us#our-tech-partners) [Our History ](https://www.mobilecorp.com.au/about-us/our-history) [Our History 30+ years of innovation ](https://www.mobilecorp.com.au/about-us/our-history) - About Us [Mission Why we do what we do ](https://www.mobilecorp.com.au/about-us#our-mission) [Values How we choose to live ](https://www.mobilecorp.com.au/about-us#about-our-values) [Sustainability Our pledge to protect the planet ](https://www.mobilecorp.com.au/about-us#our-sustainability-pledge) [Our People Our best asset ](https://www.mobilecorp.com.au/about-us#about-our-people) [Our Awards Recognition you can trust ](https://www.mobilecorp.com.au/mobilecorp-awards) [Our Customers People who trust in us ](https://www.mobilecorp.com.au/about-us#about-our-clients) [Our Partners People we trust to deliver for you ](https://www.mobilecorp.com.au/about-us#our-tech-partners) [Our History 30+ years of innovation ](https://www.mobilecorp.com.au/about-us/our-history) [ Contact Us ](https://www.mobilecorp.com.au/contact-us) [1800 243 252](tel:1800%20243%20252) ![MobileCorp](https://www.mobilecorp.com.au/hubfs/MobileCorp_August2022/Images/Header/Mobile%20corp%20Logo.svg) - [Home Page](https://www.mobilecorp.com.au) - [Unified Communications](https://www.mobilecorp.com.au/solutions/unified-communications) - Contact Centre as a Service ![Mask Group 19](https://www.mobilecorp.com.au/hubfs/MobileCorp_August2022/Images/Solution%20category%20page/Mask%20Group%2019.png) ![cloud contact centre with headset](https://www.mobilecorp.com.au/hs-fs/hubfs/cloud%20contact%20centre%20with%20headset.jpeg?width=1688&height=1125&name=cloud%20contact%20centre%20with%20headset.jpeg) # Contact Centre as-a-Service ## Consumers have changed. [So should your contact centre.]   Request Callback ## Enquire Now [Download Brochure ](https://www.mobilecorp.com.au/hubfs/Managed%20Services%20Collateral/Access4%20UCaaS%20by%20MobileCorp%20Brochure.pdf) ![dots](https://www.mobilecorp.com.au/hs-fs/hubfs/MobileCorp_August2022/Images/Solutions/dots.png?width=8&height=104&name=dots.png) ## What is Contact Centre as-a-Service? A cloud-hosted contact centre - also known as Contact Centre as-a-Service or CcaaS - is a complete engagement and communication solution for customer and employee relationships. It makes relationships omni-channel, personalised and conversational. MobileCorp specialises in the UJET Cloud-native contact centre for the smartphone era, and the world's leading CcaaS solution, Genesys Cloud with Telstra. ## UJET.CX UJET.CX is the world's first Cloud-native Contact Centre for the smartphone era. Omnichannel is an outdated strategy unless it embraces today's smartphone era. Consumers are spending more time on their phones than ever before and expect frictionless experiences across all service channels. UJET lets your customers authenticate, pay, and share media from their smartphone device for a more seamless and contextual customer experience. [ Read More ](https://www.mobilecorp.com.au/ujet-cloud-contact-centre) [![UJET logo](https://www.mobilecorp.com.au/hs-fs/hubfs/UJET%20logo.jpg?width=1036&height=581&name=UJET%20logo.jpg) ](https://www-mobilecorp-com-au.sandbox.hs-sites.com/solutions/unified-communications/hosted-contact-centre) ## Telstra Genesys Cloud Genesys Cloud is a complete engagement and communication solution for customer and employee relationships. It makes relationships omni-channel, personalised and conversational. MobileCorp specialises in the Telstra Genesys Cloud contact centre solution; and Genesys native integration with Microsoft Teams. [ Read More ](https://www.mobilecorp.com.au/ujet-cloud-contact-centre) [![Genesys Cloud Contact Centre brochure 700px](https://www.mobilecorp.com.au/hs-fs/hubfs/Genesys%20Cloud%20Contact%20Centre%20brochure-1.png?width=700&height=451&name=Genesys%20Cloud%20Contact%20Centre%20brochure-1.png) ](https://www.mobilecorp.com.au/hubfs/Genesys%20Cloud%20Contact%20Centre%20brochure%20700px.png) ## MobileCorp Cloud Contact Centre Services MobileCorp can assist your company with its strategic evaluation of hosted contact centre options and provide the expert resource to deliver a range of professional services including - existing network evaluation - vendor agnostic, carrier agnostic contact centre solution evaluation - solution design including integration with an existing or upgraded network -  migration service - optional managed service for ongoing technical support, systems back-up, configuration changes ![contact centre ](https://www.mobilecorp.com.au/hs-fs/hubfs/contact%20centre%20.png?width=791&height=527&name=contact%20centre%20.png) ## MobileCorp CcaaS Network Evaluation service A key consideration in moving to a Cloud Contact Centre  from an on-premise legacy system or when adding a Cloud contact centre solution to a business, is the underlying data network compatibility and integration with existing systems. MobileCorp offers a comprehensive network evaluation and system integration consultancy service which includes consideration of the following aspects: - bandwidth - network equipment - ports per user - internet connection - remote or mobile workers - system integration ### Bandwidth![](https://www.mobilecorp.com.au/hubfs/MobileCorp_August2022/Images/Individual%20Service/down-arrow.svg) Knowing the number of users on a call centre phone system is important, but it’s even more important to know the number of concurrent calls that will be happening at any given time because it affects the bandwidth requirements. ** ** A good rule of thumb for determining bandwidth needs is: number of concurrent calls at peak time x 100 kilobits per second (Kbps) = bandwidth in megabits per second (Mbps) needed. ### Network Equipment![](https://www.mobilecorp.com.au/hubfs/MobileCorp_August2022/Images/Individual%20Service/down-arrow.svg) Equipment plays a vital role in the ability to prioritise network traffic and the quality of voice data. Generally, smaller organisations have more equipment options because they have fewer network requirements; however larger enterprises housing a dedicated call centre will need to consider the impact on traffic and may need to adjust networking equipment. ### Ports Per User![](https://www.mobilecorp.com.au/hubfs/MobileCorp_August2022/Images/Individual%20Service/down-arrow.svg) The number of ports needed per user determines the type of phones that can be attached to the call centre phone system. With only one port per user shared by both the PC and phone, the phone model with need a built-in switch. Having two ports per user makes phone administration easier and the phones more reliable. ### Internet Connections![](https://www.mobilecorp.com.au/hubfs/MobileCorp_August2022/Images/Individual%20Service/down-arrow.svg) A high upload speed will be needed to ensure audio quality. While DSL and cable modems are considered high speed, beware that data rates can be drastically impacted when used for a VoIP phone system. ### Remote Or Mobile Workers ![](https://www.mobilecorp.com.au/hubfs/MobileCorp_August2022/Images/Individual%20Service/down-arrow.svg) Having employees located outside the office can sometimes cause bandwidth issues. This, in turn, can lead to call quality issues, which can be especially detrimental for firms with dedicated call teams. To fix this, either increase the available bandwidth or decrease the needed bandwidth for each call, which can be accomplished with a codec. ### System Integration![](https://www.mobilecorp.com.au/hubfs/MobileCorp_August2022/Images/Individual%20Service/down-arrow.svg) ** **Adding a VoIP-based call centre phone system to an existing technology stack means integration with other business applications. Many call centre options have Microsoft Active Directory or LDAP integrations to minimise the stress of keeping up with passwords and for security purposes. Also, ensure the phone system can integrate with CRM systems, like Salesforce, or customer service software, like Zendesk. ## On-premise v cloud contact centre Many of today’s contact centres are running on old technology and call software that can’t keep up with the new ways customers and businesses now communicate. A cloud-based contact centre is a modern alternative to an on-premise contact centre using the latest in communications technology. Businesses depending on legacy contact centre technology, are likely feeling the pain of system limitations. It can be difficult to add new channels such as SMS or Facebook Messenger, or easily update the phone menu. When adopting a cloud solution on-premise contact centres often remain siloed from the rest of the system. This is a frustrating position to be in. It’s hard to help customers when your technology works against you. Key factors to consider include: ### Deployment![](https://www.mobilecorp.com.au/hubfs/MobileCorp_August2022/Images/Individual%20Service/down-arrow.svg) Implementing an on-premise call centre can take up to several months because companies must purchase hardware and licenses, set up the infrastructure, and find compatible software. A cloud-based call centre is a swift simple deployment that involves installing an app on a computer that functions out of the box. ### Cost![](https://www.mobilecorp.com.au/hubfs/MobileCorp_August2022/Images/Individual%20Service/down-arrow.svg) Companies must determine whether they want a CapEx or OpEx model. On-premise call centres require upfront costs for hardware, licenses, and housing servers onsite. They also require onsite installations once every 5-10 years as hardware ages and technology evolves. Cloud call centres do not require an upfront hardware or infrastructure cost as long as there is a strong internet connection with sufficient bandwidth. Conversely cloud-based call centres costs are a monthly subscription per licence. ### Integrations![](https://www.mobilecorp.com.au/hubfs/MobileCorp_August2022/Images/Individual%20Service/down-arrow.svg) It is possible, but difficult, to integrate an on-premise call centre with other services, mainly because of licensing and installation. Companies with experienced IT teams can make the integrations and implementations work. Conversely, cloud call centre providers intentionally create their products to integrate with existing CRM system, call script generators, helpdesk tickets, and more. ### Features![](https://www.mobilecorp.com.au/hubfs/MobileCorp_August2022/Images/Individual%20Service/down-arrow.svg) On-premise call centres have voice-based features including transfer, hold, wait music, conferences, and call logging. Cloud call centres have the same traditional features, but build on them with the help of advancing technologies to feature live call monitoring, smart IVR, click-to-call, and more. ### Reliability![](https://www.mobilecorp.com.au/hubfs/MobileCorp_August2022/Images/Individual%20Service/down-arrow.svg) On-premise call centres may have more stable technology to help eliminate call lag or lower call quality, but this is dependent on the quality of its technology and hardware. Cloud call centres have high call quality so long as organisations have strong, reliable internet connections. ## Features of a cloud-hosted contact centre ### All-in-one Contact Centre![](https://www.mobilecorp.com.au/hubfs/MobileCorp_August2022/Images/Individual%20Service/down-arrow.svg) Seamlessly consolidate contact centre and business communications in a single platform. ### Anytime Anyhow Connectivity ![](https://www.mobilecorp.com.au/hubfs/MobileCorp_August2022/Images/Individual%20Service/down-arrow.svg) Make it easy for people to contact your business, when they want and on the channel they prefer, and have visibility with one omnichannel desktop. ### Automated Routing![](https://www.mobilecorp.com.au/hubfs/MobileCorp_August2022/Images/Individual%20Service/down-arrow.svg) Create differentiated experiences and connect customers to the best resource to meet their needs with predictive routing. ### Automatic Call Distribution (ACD)![](https://www.mobilecorp.com.au/hubfs/MobileCorp_August2022/Images/Individual%20Service/down-arrow.svg) Route callers to team members to minimise waiting periods, and spread workload. ### Inbound Contact Categorisation ![](https://www.mobilecorp.com.au/hubfs/MobileCorp_August2022/Images/Individual%20Service/down-arrow.svg) Search and sort through categorised calls to find the exact conversation you are looking for. ### Outbound Contact Strategy ![](https://www.mobilecorp.com.au/hubfs/MobileCorp_August2022/Images/Individual%20Service/down-arrow.svg) Build customer relationships with timely, personalised and contextual proactive communications across any channel. ### Customer Engagement Continuity![](https://www.mobilecorp.com.au/hubfs/MobileCorp_August2022/Images/Individual%20Service/down-arrow.svg) Leverage connected experiences with a desktop platform that quickly identifies previous interactions. ### Email ![](https://www.mobilecorp.com.au/hubfs/MobileCorp_August2022/Images/Individual%20Service/down-arrow.svg) Email management tools built-in to the call centre desktop. ### Chat Message ![](https://www.mobilecorp.com.au/hubfs/MobileCorp_August2022/Images/Individual%20Service/down-arrow.svg) Converse with prospects and customers in real-time to solve issues quickly – no phone call needed. ### Messaging ![](https://www.mobilecorp.com.au/hubfs/MobileCorp_August2022/Images/Individual%20Service/down-arrow.svg) Use modern channels to touch base with your customers without disrupting their day. ### Social![](https://www.mobilecorp.com.au/hubfs/MobileCorp_August2022/Images/Individual%20Service/down-arrow.svg) Build positive customer customer experiences by meeting customers on the platforms they already use. ![Diagram-13](https://www.mobilecorp.com.au/hs-fs/hubfs/MobileCorp_December2020/Images/Diagram-13.png?width=832&name=Diagram-13.png "Diagram-13") [![Group-3454](https://www.mobilecorp.com.au/hs-fs/hubfs/MobileCorp_December2020/Images/Group-3454.png?width=115&height=104&name=Group-3454.png) ### Unified Communications as-a-Service LEARN MORE ](https://www.mobilecorp.com.au/unified-communications/unified-communications-as-a-service) [![Group-3520](https://www.mobilecorp.com.au/hs-fs/hubfs/MobileCorp_December2020/Images/Group-3520.png?width=99&height=106&name=Group-3520.png) ### Collaboration Calling Solutions LEARN MORE ](https://www.mobilecorp.com.au/unified-communications/collaboration-calling-solutions) [![Group-3509](https://www.mobilecorp.com.au/hs-fs/hubfs/MobileCorp_December2020/Images/Group-3509.png?width=119&height=113&name=Group-3509.png) ### Microsoft 365 LEARN MORE ](https://www.mobilecorp.com.au/unified-communications/managed-office365) ![Group-3498](https://www.mobilecorp.com.au/hs-fs/hubfs/MobileCorp_December2020/Images/Group-3498.png?width=122&height=117&name=Group-3498.png) ### Contact Centre as-a-Service ## Speak to our MobileCorp Representative To get started with a technology solution, call us on [1800 243 252](tel:1800%20243%20252) Contact us ## Enquire Now [Get More Info ](https://www.mobilecorp.com.au/hubfs/Managed%20Services%20Collateral/MobileCorp%20Corporate%20Brochure%20-%20Web%20Version.pdf) ![Shape](https://www.mobilecorp.com.au/hubfs/MobileCorp_August2022/Images/5g%20for%20business/Mask%20Group%2019-1.png) ![Line](https://www.mobilecorp.com.au/hubfs/MobileCorp_August2022/Images/5g%20for%20business/Mask%20Group%2024.png) ** Contact Us ## Contact Us MobileCorp is a Communications Technology MSP solving your connectivity, collaboration and security challenges.  [![logo](https://www.mobilecorp.com.au/hs-fs/hubfs/MobileCorp_August2022/Images/Footer/logo.png?width=236&height=124&name=logo.png) ](https://www.mobilecorp.com.au) Leveraging technology to connect Australian organisations to people, places and things t.  [1800 243 252](tel:1800%20243%20252) e. 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