Contact Centre Solutions

Trusted expertise and innovative technology
to transform customer interactions

Discover the Future of Contact Centre with Arrow

Whether you’re setting up your first contact centre or upgrading an existing one, Arrow is your trusted partner for creating exceptional customer experiences.

We collaborate with the world’s leading contact centre providers, including 8×8, Dialpad, GoTo, and RingCentral, delivering tailored solutions for Australian businesses. Our certified experts will guide you through every step of your contact centre journey, offering:
  • Comprehensive solution demonstrations
  • Proof of concept trials
  • Tailored proposals
Let us help you navigate the complexities of contact centre technology to find the perfect fit for your business.

Tailored Solutions for Modern Business Challenges

At Arrow, we understand the evolving demands of Australian businesses. Our pragmatic, customised approach ensures your contact centre solutions align with your goals.

Our 4-Step Process

  • 1
    Needs Analysis: Understand your business challenges.
  • 2
    Consult & Design: Create a solution tailored to your goals.
  • 3
    Recommendations: Provide clear, actionable proposals.
  • 4
    Implementation: Deploy the solution with minimal disruption.

Staged Deployment for Smooth Transitions

We ensure successful adoption through a carefully planned rollout

Assessment & Planning

Tailored deployment strategies.

Pilot
Implementation

Test and refine before full rollout.

Training
and Support

Empower your team with confidence.

Continuous Optimisation

Ongoing monitoring and improvements.

Microsoft Teams – A Unified Solution

Combine your contact centre, voice, video, and messaging into a single, powerful platform

Key Features

  • Omni-Channel Management: Handle interactions across web chat, email, and social media.

  • SMS Capabilities: Send, receive, and queue SMS messages within Teams

  • Seamless Integration: Simplify collaboration within the familiar Teams environment.
Girl with headset smiling and looking at desktop computer

AI-Powered Contact Centre

Take advantage of Artificial Intelligence to elevate your customer service.

Virtual Agents

Engage customers with self-service options.

Transcription & Summarisation

Improve accessibility and record-keeping.

Sentiment Analysis

Understand & enhance customer interactions in real-time.

Call Summaries

Generate transcripts and action items.

QA Scorecards

Streamline quality assurance and coaching.

Real-Time Assist

On-call coaching with keyword and phrase assisted notes.

Voice Solutions

Enhance operational efficiency and empower your team with advanced voice capabilities.

8x8 analytics dashboard

Key Features

  • Call Queueing: manage incoming calls and reduce wait times.

  • Agent Dashboards: real-time information enhances performance.

  • Manager’s Workspace: Gain actionable insights to optimise operations.

Outbound Dialler for Proactive Customer Engagement

Our Contact Centre solution provides powerful outbound dialling options to support proactive customer engagement

  • Preview Dialling: Agents review customer records before making a call, ensuring a personalised and informed conversation.

  • Progressive Dialling: The system dials numbers and connects calls only when a live person answers, keeping agents engaged and reducing idle time.

  • Predictive Dialling: Calls are initiated based on agent availability, reducing wait times and maximising productivity.

Omnichannel Support

Meet your customers where they are, from web chat to social media, email, and SMS

Key Features

  • Web Chat: Provide instant, real-time assistance.

  • Social Media: Manage interactions on platforms like Facebook and X.

  • Email Queueing: Reduce inbound calls, organise and prioritise email communications.

  • SMS/MMS: Send, receive, and queue messages for quick and efficient interactions.

Call to Video Elevate

Arrow’s Call to Video Elevate transforms your contact centre experience

Allow agents to seamlessly switch from voice to video calls with a single click.

  • Seamless Transition:  Switch from voice to video without disrupting the conversation.

  • No App Needed:  Customers can access video via SMS link on any device – no downloads required.

  • Agent Privacy:  One-way video maintains agent privacy

  • Capture Capabilities:  Capture images or video from the customer’s device.

Benefits and ROI

First Contact Resolution

Video enhances the ability to address complex issues quickly.

Customer Satisfaction

Simplified video communication fosters better customer relationships.

Staff Efficiency

Visual cues help agents provide more effective support.

Increased Retention

Satisfied customers are more likely to stay loyal.

Reduced Costs

Faster resolution means fewer resources spent on prolonged calls.

Boosted Productivity

Agents handle calls more efficiently, improving overall performance.

Data Sovereignty: Why it Matters

In Australia, data sovereignty is essential for contact centres to comply with laws like the Privacy Act 1988 and the Australian Privacy Principles

To protect sensitive customer data, it’s crucial to choose a provider that ensures 100% data storage within Australia. Many providers only partially meet these requirements, so due diligence is key.

Our team can help you navigate data sovereignty requirements and find a secure, compliant solution for your business.

Power Your Contact Centre with Arrow FibreNet

Supercharge your Contact Centre with ultra-fast, business-grade fibre—at a price competitors can’t match.

  • Outpace the competition with the fastest, most cost-effective fibre plans available.

  • Built for high-performance voice, video, and data
  • Flexible plans up to 10Gbps to suit every business size
  • Prices starting from $499

Seize Your Business Advantage

Schedule your free consultation now and let our experts show you how to gain a competitive edge with our tailored solutions.