CONTACT CENTRE

Legacy and on-premise contact centres are hard to change, expensive to run and disconnected from the channels your customers actually use. Queues grow long and customers wait; agents toggle between systems; reporting lives in spreadsheets, and every routing tweak becomes a project. Meanwhile customers expect voice, chat, email and self-service to feel like one conversation, and your board expects AI to reduce cost to serve without hurting CX. Most A/NZ providers either resell a single platform or bolt basic calling onto Teams, leaving contact centre leaders without an accountable partner who can design, integrate and optimise the whole thing.

How we help

Conversational AI is where Microsoft and Cognigy work together to make service faster, smarter and more natural. Microsoft provides the secure enterprise foundation, identity, data, workflow, Teams integration and AI services. Cognigy provides advanced virtual agents, conversational design and intent handling across voice and digital channels. Together, they help customers self-serve simple requests, route complex matters to the right person and hand over to live agents with full context. The result is a better customer experience, lower cost to serve and more time for people to focus on the interactions that need judgement and empathy.

• Lower cost to serve through AI-assisted self-service, smarter routing and reduced handle times.
• One connected conversation across voice, chat, email, messaging and social, with consistent CX.
• Better agent experience and retention with agent assist, unified desktop and quality coaching.
• Faster change and clearer insight: routing, IVR and reporting you can adjust without a project.
• A best-fit platform decision, independently advised across NICE, Microsoft and Cisco.

• NICE CXone CCaaS: as an accredited NICE partner we deliver CXone: omnichannel routing, IVR, workforce engagement management, quality management and interaction analytics in one platform.
• Microsoft and Cisco options: prefer to stay native to Teams, or extend an existing Cisco estate? We’re accredited across Microsoft and Cisco contact centre and recommend the best fit, not one vendor’s default.
• Conversational AI and agent assist: Cognigy conversational AI for natural self-service and virtual agents, plus AI agent assist that guides live agents in real time.
• Omnichannel and IVR design: map customer journeys and build routing, self-service and IVR flows that cut effort and get every contact to the right place first time.
• Workforce engagement, quality and analytics: forecasting, scheduling, quality management and interaction analytics for visibility over performance, sentiment and compliance.
• CRM and business-system integration: connect the contact centre to your CRM and back-office systems so agents work from a single view of the customer.
• Migration from legacy and on-premise: structured, low-risk migration from ageing PBX and on-premise contact centres, with number management and cutover planned to protect live operations.
• Managed optimisation (M-Serv): 24×7, ITIL-aligned, ServiceNow-based managed support and Continuous Capability keep the platform tuned, adopted and evolving well past go-live.

What is CCaaS, and is it right for us? CCaaS (contact centre as a service) is a cloud-delivered contact centre you consume as a subscription rather than run on-premise. It suits organisations that want omnichannel CX, faster change, AI-driven self-service and lower infrastructure cost.

Do you only deliver NICE CXone? No. We’re an accredited NICE partner and CXone is our primary CCaaS platform, but we’re also accredited across Microsoft and Cisco contact centre. We recommend the best-fit platform for your estate, budget and CX goals.

Can the contact centre integrate with Microsoft Teams? Yes. We deliver Teams-based contact centre options and integrate CCaaS platforms with Teams for presence, expert connect and back-office collaboration.

How do you use AI in the contact centre? Conversational AI with Cognigy for self-service and virtual agents, plus AI agent assist to guide live agents in real time, deflecting routine enquiries, cutting handle times and lowering cost to serve without degrading CX.

How do you handle migration from our current system? A structured, low-risk migration, journey mapping, routing and IVR design, CRM integration, number management and a planned cutover, so live operations stay protected.

What happens after go-live? M-Serv (Foundation to Premier, 24×7, ITIL-aligned) and Continuous Capability keep the platform optimised, adopted and improving.