Cloud contact centre platforms
Cloud contact centre platforms deliver ACD (automatic call distribution), IVR, queue management, recording and reporting from the cloud. Agents use softphones or integrated handsets. Many providers offer Australian data centres and local support, which can matter for latency and compliance. When comparing, consider typical feature sets, integration with your CRM or ticketing system, and whether the platform supports your scale (e.g. seat count, concurrent calls).
Telephony and SIP
Contact centre platforms need telephony—inbound and outbound. This is often delivered via SIP trunks from a carrier or telephony provider. Some platforms bundle telephony; others let you bring your own SIP provider. Comparing options means looking at both the platform (features, reporting, integration) and the telephony (reliability, pricing, 1300/1800 support). See our contact centre and 1300/1800 numbers articles for more.
Inbound numbers
Many Australian contact centres use 1300 or 1800 numbers. These can be provisioned from the same provider as your platform or from a separate inbound specialist. Routing (e.g. time-based, geographic), reporting and integration with the contact centre platform vary. When reviewing, confirm how 1300/1800 will be delivered and what reporting you get.
Hybrid and migration
If you have an existing on-premise contact centre or PABX, you may need a phased migration or hybrid setup. Some providers support integration with legacy systems during transition. An independent review can outline typical migration paths and how providers compare for your size and locations (e.g. Sydney, Melbourne, Brisbane, Adelaide, Canberra, Hobart).
FAQ
Do we need to move to cloud?
Not necessarily. On-premise and hybrid options still exist. The right choice depends on your scale, IT capability and preference. A review can compare typical options.
Can we keep our 1300 numbers?
Number portability generally allows you to move 1300/1800 numbers between providers. Confirm with any shortlisted provider before committing.
Do you sell contact centre platforms?
No. Telco Review compares options; we do not sell contact centre or telephony services. We help you see what’s available so you can engage providers directly.