Optus Is Selling Contact-Centre-As-A-Service

Yeah, everything is a service these days. Optus has just rolled out a Contact-Centre-As-A-Service.

Contact centre picture from Shutterstock

The service, which runs on Cisco's Hosted Collaboration Service (HCS) platform and was announced as Cisco Live! kicks off in Melbourne, is charged on a per-agent-per-month basis. Despite the name, Optus isn't actually supplying the workers who go in the contact centre. After all, HR needs something to do.


Comments

    i don't get it ? .... why wouldn't a company just approach teletech in the Philippines who pay their staff $25 a day ... also their are plenty of outsourced contact centres in Australia.

    seems kinda weird that all other major telcos are moving away from contact centres

      While that comment is fair, this isn't really aimed at that kind of market I would say. Having worked for many of the usual outsourcers (of one was HellyTech) their client base was big business. If I were a small to medium business that currently had a small telephony solution that did not have the ability to set up contact centers, this would be an attractive package depending on the price point. There are other similar things happening in the hosted telephony/collaboration happening around the place but this fits a specific need further than the "I need to make phone calls and I want hosted VoIP" scenario.

      Still getting over all this "aaS" stuff though. Soon enough you will end up with everything-aaS with so many different providers it will be too much to keep track of from a support point of view.

      Ah $25 per day? No way it's more like $25 per week., they might charge businesses $25 per staff member per day, but the worker only gets a fraction of this. I lived in the Philippines for 3 years and it's where I met my wife, we looked at her working at SiTel and Aegis People Support. Both pay about 4,000-10,000 PHP per month. But the workers take home pay is very small.

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