imei Cloud Contact Centre (iCCC)

Transform customer engagement with a modern, cloud-based contact centre designed to improve service delivery, employee productivity and operational visibility.

Eliminate platform switching

Improve collaboration between agents and internal teams

Reduce response times and call handling delays

Gain real-time visibility across customer interactions

Finance and Banking

Requirement: Regulatory compliance, secure call recording, customer authentication, and audit trails.

iCCC Solution: Policy-compliant recording, ISO 27001 certification, secure data handling, and integration with CRM for customer verification.

Contact Centres

Requirement: High-volume call handling, advanced queue management, real-time analytics, and multi-skill routing.

iCCC Solution: Omnichannel support, intelligent IVR, supervisor controls (whisper, barge-in), and detailed reporting for performance optimisation.

Healthcare

Requirement: Privacy and security (HIPAA, ISO), rapid response, multi-channel patient engagement, and escalation workflows.

iCCC Solution: Secure communications, omnichannel patient contact (voice, email, chat), and customisable workflows for urgent cases.

Mining and Resources

Requirement: Remote workforce support, reliable communications in challenging environments, and incident management.

iCCC Solution: Cloud-hosted platform for remote access, mobile device compatibility, and robust call routing for emergency response.

Local and State Government

Requirement: Citizen engagement, accessibility, compliance, and transparent reporting.

iCCC Solution: Omnichannel contact (voice, email, chat), real-time analytics, compliance recording, and easy integration with government systems.

Hospitality and Retail

Requirement: Fast response to customer enquiries, multi-channel support, and integration with booking or POS systems.

iCCC Solution: Unified agent desktop for calls, emails, and chats; flexible integration options; and real-time dashboards for service quality.

Faster customer response times

Improved first-call resolution

Enhanced agent productivity

Reduced platform complexity

Better visibility and reporting

Is your contact centre holding your teams back?

If your agents are switching between systems or struggling with slow response times, it’s time to modernise.

imei can help you transform your Microsoft Teams environment into a fully integrated contact centre.

Speak to a specialist

A cloud contact centre is a customer engagement platform that enables organisations to manage customer interactions across voice, email, chat, social media and digital channels from a single solution.

Unlike traditional on-premises contact centres, cloud contact centres are scalable, flexible and accessible from anywhere, making them ideal for modern and hybrid work environments.

imei Cloud Contact Centre (iCCC) is a modern customer engagement solution designed to help organisations improve service delivery, increase agent productivity and gain real-time visibility into customer interactions.

iCCC centralises customer communications, intelligent routing, reporting, compliance and workforce management within a secure, cloud-based platform.

iCCC helps organisations deliver faster, more personalised customer service through:

Intelligent call and enquiry routing
Omnichannel customer engagement
Reduced wait and handling times
Improved first-contact resolution
Real-time access to customer information

This enables customers to connect with the right person faster and receive more consistent service across every interaction.

Yes. iCCC can integrate with Microsoft Teams, enabling agents, supervisors and subject matter experts to collaborate seamlessly within a familiar environment.

This allows organisations to extend their existing Teams investment while adding advanced contact centre capabilities such as intelligent routing, omnichannel communications, reporting and quality management.

Cloud contact centres are valuable for organisations that manage large volumes of customer, patient, citizen or stakeholder interactions.

Industries commonly benefiting from iCCC include:

Finance and Banking
Healthcare and Aged Care
Local and State Government
Mining and Resources
Retail and Hospitality
Utilities and Essential Services

These organisations often require secure, scalable and highly responsive communication environments.

iCCC brings customer interactions, collaboration tools and reporting into a single environment, reducing the need for agents to switch between systems.

By simplifying workflows and providing real-time access to information, agents can resolve enquiries faster and focus more time on delivering quality customer service.

CC4Teams is a contact centre solution built directly into Microsoft Teams that enables organisations to manage customer interactions across voice, chat and other channels within a single platform.

It transforms Teams into a fully integrated, enterprise-grade contact centre, providing intelligent routing, real-time insights and seamless collaboration between agents and internal teams.

Getting started begins with understanding your current customer engagement environment, business objectives and service delivery challenges.

imei works with organisations to assess their requirements, design a fit-for-purpose contact centre solution and provide deployment, integration, support and ongoing optimisation.

Speak to an iCCC Specialist or Request a Contact Centre Assessment