Contact centers

A contact center that works from anywhere

Whether you have ten agents or a thousand, the platform decides how quickly customers get answers. We help service and sales teams move from on-site systems to the cloud, compare the leading platforms on your terms, and keep call quality high for agents at home.

Book a free audit Get carrier quotes Call (770) 330-8361

What makes this industry different

Aging on-site systems

Hardware that is expensive to maintain and hard to change.

Customers use every channel

Voice, chat, email and messaging need to be handled together.

Agents work from home

Call quality depends on connections you don't control.

AI is everywhere in the sales pitch

It is hard to tell which features will help your team.

Article

The platform decision that would last ten years

By the Telecom Agency advisory team

A contact center running on ageing equipment has to choose a cloud platform. Every vendor's demonstration is impressive, every price sheet is built differently, and the decision will shape the operation for a decade.

What a consultant changes

This is where a broker earns the name. Telecom Agency lines up the leading platforms against the center's real call flows and integrations, and translates each quote into the same terms so they can be compared. The advisor plans the carrier side as well, including numbers, call paths and backup, and stays through the migration. The platform vendors pay the advisor, so the center gets experienced guidance without a consulting invoice.

How Telecom Agency shops the market for contact centers

The advice
Leading platforms are assessed against your call flows and integrations, with carrier services, numbers and backup planned alongside.
The price
Each vendor's quote is translated into the same terms: licences, usage and contract length. Platform vendors then compete on a like-for-like basis.
The service
The advisor stays through migration, queue by queue, and continues as the escalation contact afterwards.
  • No fee to you: providers pay the advisor
  • Every provider compared, none favoured
  • One contact for every carrier
  • Reviews and support after the install

An illustrative scenario based on situations common among contact centers. It does not describe a specific client.

What we usually put in place

  • Platform comparisonThe main contact center platforms assessed against your call flows and integrations.
  • Carrier and number strategyToll-free and local numbers, call paths and redundancy.
  • Workforce and quality toolsScheduling, recording and coaching chosen to fit the platform.
  • A measured start with AISummaries, agent assistance or self-service, tried on one queue first.

Providers that often fit

Five9GenesysNICE8x8RingCentralZoom

The shortlist for your business depends on your addresses and what you already have.

Questions from contact centers

Ask anything else when we talk. The first conversation costs nothing.

How long does a move to the cloud take?

It depends on size and integrations. A small team can move in weeks; larger centers usually move in phases, queue by queue.

Will it work with our CRM?

The major platforms connect to the common CRM systems. We confirm the specific integration before you commit.

Can you help us compare pricing?

Yes. We line up licences, usage charges and contract terms so the comparison is like for like.

See what you have,and what it should cost.

We review your contracts, invoices and usage, then show you the options side by side.

Book a free audit Call (770) 330-8361

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