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Solutions · CCaaS

The contact centre decision is not the phone decision

Most contact centre projects are settled by one question: is the contact centre bundled with your phone system, or is it a specialist platform in its own right. Almost everything else follows from that.

Solutions

The four things you are actually buying

Routing

Getting the right call to the right person using skills, language, priority, customer history or time of day. Every platform claims it. They differ enormously in how much you can express without a developer.

Workforce management

Forecasting how many people you need, building the roster, and tracking whether the day went to plan. If you roster in a spreadsheet today, this is the capability that changes your week.

Quality assurance

Recording, scoring and coaching against real calls. Increasingly automated, which is useful, and increasingly sold as a separate tier, which is worth checking early.

Omnichannel

Voice, email, web chat, SMS and social in one queue with one history. Genuinely valuable when your customers use those channels, and an expensive shelf ornament when they do not.

The real decision

Bundled, or specialist

Get this right and the shortlist writes itself. Get it wrong and you will be replacing the platform in three years.

Bundled with the phone system

The contact centre comes from the same vendor as your telephony, on one contract with one support path.

◆Simplest to buy, administer and support
◆Usually enough for inbound queues, IVR and basic reporting
◆Weakest on workforce management and advanced routing
◆The cheapest path when the requirement is modest

A specialist platform

The contact centre is chosen on its own merits and integrated with whatever telephony you run.

◆Deeper routing, workforce engagement and quality tooling
◆Assumes somebody will own and administer it properly
◆More implementation effort, and more capability to show for it
◆The right answer when the contact centre is the business
Planned, not discovered

What we check before recommending either

The shortlist is only as good as the requirements underneath it.

◆ What your call flows actually do today, not what the documentation says they do.
◆ Whether anyone owns workforce planning. Buying the tooling without the role wastes both.
◆ Which channels your customers genuinely use, measured rather than assumed.
◆ CRM integration depth, and what it costs to build when the connector turns out to be thin.
◆ Which capabilities sit behind higher licence tiers once your real seat count is applied.
Who plays here

Platforms we assess for this

Each has its own page, with the same honest fit guidance.

Common questions

Asked on most of these projects

We do not have a favourite vendor. We have won awards with numerous vendors we work with, and that spread is the point: our only aim is the best fit solution for your needs at the best price.

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Independent · Vendor-agnostic
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Independent · Vendor-agnostic

Independent advice for cloud communications

UCaaS and CCaaS consulting and brokerage for organisations across Australia, New Zealand, the United Kingdom and Singapore. One partner on your side of the table.

Meet with us See how we work

Two models. One rule: the decision is always yours.

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★★★★★

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Trusted across Australia, New Zealand, the United Kingdom & Singapore

Some of the organisations we have helped modernise

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Let's find your next platform, or tell you to keep the one you've got.

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Meet with us

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Get started

Bring the rest of the table

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How we work

Two ways to engage us, and how to pick between them

Brokerage, where we compare the market and negotiate on your behalf. Or consultancy, a structured engagement with defined deliverables. Same independence, different shape. Start by picking the one that fits.

Brokerage

Guided end to end

Like a mortgage broker for cloud communications.

We shortlist the platforms that genuinely fit, sit on your side of the table through demos and negotiation, and you sign directly with the vendor you choose.

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Meet with us

Consultancy

Scoped deliverables

A structured engagement, scoped by deliverables.

Structured RFP packages with requirements matrices, weighted scorecards and comparable pricing templates. The final vendor recommendation is formally out of scope, so your process stays clean.

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Request a proposal

Five steps, built for scrutiny

Built for probity, tender rules and board scrutiny. We prepare the process and the evidence. You make the call.

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Six stages, from first workshop to business as usual

You sign directly with the vendor you choose, and we stay on the account after go-live.

◆You sign with the vendor you chose
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Request a proposal Book a scoping call

The benchmarking promise

If your current setup is right, our benchmark will say so, and that is the recommendation you will get.

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Project management

The team that ran your selection runs your rollout

We are a certified implementation partner. A named project manager, a fixed cost with no cap on hours, an Australian-based project team, and a go-live you can roll back.

Request an implementation scope How we work
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Phase Tasks Your time

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Handsets arrive plug and play. If you need someone on site to plug in test phones, we can arrange a local resource and scope it separately.

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Target resolution times, unified communications

Level Severity Description Target
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Contact centre platforms run to a separate 24/7/365 schedule with response times from one hour. Escalations to the vendor follow our partner escalation process.

Tell us what you are migrating, and we will scope it.

A real TelcoDataCloud consultant replies within one business day. No sequences, no pressure.

Request an implementation scope

Vendors

We broker a handful. We assess the whole market.

As brokers we partner with RingCentral, Zoom, Dialpad, GoTo and 8x8. As consultants we assess the whole market.

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Switch platform

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Related case study

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In practice

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Meet with us

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More case studies
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Your project next

Every one of these started with a conversation

Tell us what you are running and what is not working. We will tell you what we would look at first, and whether we are the right people for it.

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How this one ran

◆Requirements gathered from the people who use the phones
◆Vendors scored against those requirements, on the record
◆Rollout project-managed by our own team
◆Same people still on the account after go-live

About

Independent from the first day

TelcoDataCloud was founded in Adelaide in 2017 to give organisations something the market did not offer: whole-of-market advice on cloud communications from people who do not hold the contract.

Our story

Founded in Adelaide, 2017

Asa Grund started TelcoDataCloud after years on the vendor side of the table, watching organisations pick communications platforms with almost no independent help. The vendors had specialists. The customers had a brochure.

The model has not changed since. We gather the requirements, compare the market, negotiate the commercial detail and project-manage the migration. You sign directly with the vendor you choose, and we are still on the account long after go-live.

Today the team works across almost every sector, from super funds, school networks and councils to retailers, manufacturers, health services, professional services, sporting clubs, tourism operators and charities, in Australia, New Zealand, the United Kingdom and Singapore. If an organisation runs phones, we have probably run the project.

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Meet with us

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Meet with us See how we work
Solutions

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Customers

The decision stays yours. The legwork is ours

Super funds, school networks, councils, retailers and charities. We gather the requirements, build the shortlist and manage the migration. You choose the platform.

Featured case study · Education

Catholic Education Diocese of Cairns

1,400 extensions across 28 schools in six months

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Challenge

The diocese needed to modernise telephony across a network of 30 schools. Requirements sat with school leaders and administrators spread right across the diocese, and replacing handsets at that scale put real pressure on capital budget.

Approach

Educational workshops with stakeholders across the diocese, then detailed requirements gathering. Six vendors were shortlisted and assessed through a weighted scoring model, with TelcoDataCloud supporting the diocese throughout its evaluation. Handsets were leased rather than bought.

Result

1,400 extensions deployed across 28 of the 30 schools in six months. 1,100 leased handsets in service with no capital expense. One partner from the first workshop through to business as usual.

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Trusted across Australia, New Zealand, the United Kingdom & Singapore

Some of the organisations we have helped modernise

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Let's talk

Let’s meet

A real TelcoDataCloud consultant replies within one business day. No sequences, no pressure.

Meet with us

Independent advice, whichever way this goes. If your current setup is right, our benchmark will say so.
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Thanks. That is with us.

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Send another

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