From inbound call routing and IVR to omnichannel queuing, AI call recording, and workforce management. eComms builds and manages contact centre environments for businesses that take customer experience seriously.
Customers expect quick answers, consistent service, and agents with context, but most systems leave calls queued without priority or context.
Mitel MiContact Centre closes that gap, and eComms is the Australian team that designs, deploys, and manages it end to end.
We build contact centre environments from call flow design through AI-assisted recording and real-time reporting, managing the ongoing platform for you.
The core contact centre platform for businesses handling anything from 20 calls per day to hundreds of concurrent agents across multiple sites. MiContact Centre covers inbound routing, automatic call distribution, IVR, queue management, the agent desktop, and management reporting. It handles simple call queuing for smaller teams and complex multi-skill routing for larger contact centres. eComms manages the full platform as a managed service.
Mitel Interaction Recording captures and stores every call for compliance, quality monitoring, agent coaching, and dispute resolution. Every conversation is documented, searchable, and reviewable, with access controls that let supervisors and compliance officers find the recordings they need quickly. For regulated industries, compliant call recording is not optional: MIR makes it manageable.
AI-assisted transcription and sentiment analysis layers over your call recordings to surface insights without manual listening. The AI tags calls by topic, identifies sentiment trends across agent queues, flags keywords relevant to compliance, and produces call summaries automatically. For quality assurance teams, it replaces random manual sampling with systematic coverage of every call.
Talkative AI Voice handles routine inbound enquiries through voice automation before escalating to a live agent when the caller needs a person. For high-volume inbound environments, AI voice deflects common questions, verifies caller identity, and collects information so that when a live agent does take the call, the handling time is shorter. Effective for businesses looking to reduce average handle time without reducing service quality.
Talkative Webchat adds live chat and AI-powered chatbot capability to your customer-facing website or portal, with a smooth handoff to a live agent when the conversation requires it. Chat contacts route into the same MiContact Centre queue as voice contacts, so supervisors have visibility across all channels from one screen. The digital complement to voice contact centre for businesses whose customers reach out via multiple channels.
eComms manages the contact centre environment on an ongoing basis: platform updates, reporting configuration, call flow changes, and 24/7 monitoring. Your supervisors manage their team. eComms manages the system underneath it. For businesses that do not have, or do not want, internal contact centre IT expertise, the managed service removes that dependency entirely.
Customer-facing businesses with inbound call volumes above 20 to 30 calls per day, including retail, financial services, healthcare, utilities, and local government, are the natural fit for a dedicated contact centre platform. Below that volume, a well-configured business phone system handles inbound routing adequately. Above it, the queue management, reporting, and agent tools of a contact centre make a measurable difference to customer experience and operational efficiency.
Regulated industries including financial advice, debt collection, insurance, and healthcare have specific compliance obligations around call recording, data retention, and incident documentation. MIR and AI call recording ensure that every conversation is captured in a compliant, searchable format with access controls that satisfy audit requirements. eComms configures the recording environment to the specific compliance framework the business operates under.
Businesses looking to reduce contact centre cost while maintaining or improving resolution rates can use Talkative AI Voice and Webchat to deflect routine enquiries before they reach a live agent. Deflected contacts cost a fraction of agent-handled contacts. The business case for AI deflection is straightforward when the contact volume is known.
Thousands of Businesses Across Australia Trust eComms to Keep Them Connected
“Stuart took the time to really understand our requirements. He was very transparent as he opened up the dialogue with specialists in the eComms team. This meant there was a very clear brief at all points of the setup and deployment, leading to smooth adoption and platform migration.”
Franchise Group, Australia
Answers to common questions about our managed phone systems, connectivity solutions, carrier network, and ongoing support services.
A call centre handles inbound and outbound phone calls only. A contact centre handles voice calls alongside other channels including email, webchat, social messaging, and SMS, all routed into a unified queue and reported on from a single platform. For Australian businesses with customers who prefer to reach out via different channels depending on the situation, a contact centre approach gives visibility and consistency across all of them from one management interface, with agents seeing the full customer history regardless of which channel the contact arrived through.
Mitel MiContact Centre is a contact centre platform used by businesses ranging from small teams handling 20 to 30 calls per day to large enterprises running hundreds of agents across multiple sites. It covers inbound routing, automatic call distribution, IVR, agent desktop, real-time reporting, and workforce management. eComms is an authorised Mitel partner in Australia and deploys and manages MiContact Centre environments for businesses across healthcare, financial services, retail, and government sectors. The platform scales from a basic inbound queue to a fully featured omnichannel contact centre.
Omnichannel means all customer contact channels, including phone, email, webchat, and social media, are routed into a single queue and visible to agents on one screen. Rather than a customer calling three times to repeat their issue to three different people, an omnichannel system links their history across channels so the agent always has context. If your business handles enquiries across more than one channel and you want to improve first-contact resolution rates and customer satisfaction, an omnichannel setup is worth exploring.
AI call recording transcribes conversations automatically and uses natural language processing to identify sentiment, flag keywords, score call quality, and summarise key points without a supervisor needing to listen to each call individually. For compliance-heavy industries, it provides automatic documentation of regulated conversations with searchable transcripts. For quality assurance teams, it surfaces underperforming calls for coaching without manual random sampling. eComms deploys AI call recording as part of the Mitel MiContact Centre environment and manages the configuration on an ongoing basis.
A free contact centre assessment takes about an hour and gives you a clear picture of what the right platform looks like for your environment, your call volumes, and your compliance obligations. Our Melbourne CX team runs the assessment and provides a written recommendation. There is no obligation to proceed, and the conversation does not start with a product pitch.
Email our CX team: sales@ecomms.com.au