Contact centres are the hub of customer interaction for many organisations.They’re evolving rapidly, driven by technology and changing customer expectations. By staying informed about these topics and implementing best practices, organisations can create contact centres that deliver exceptional customer experiences and drive success.
The traditional contact centre is undergoing a profound transformation. Central to this shift is Voice Artificial Intelligence (AI), which is moving far beyond simple automation to fundamentally reshape how organisations manage both their inbound and outbound call operations. It represents a fusion of different AI technologies to to deliver immediate, intelligent and scalable 27/7 customer …
Earlier in the year Zendesk bought Australian startup Local Measure. Zendesk has used the acquisition to expand and strengthen its position in the Contact Center as a Service (CCaaS) market, particularly for larger, more complex enterprise environments. While many industry analysts suggest a large segment of the market is still on-premise, Zendesk’s research indicates that …
Is reducing overheads and outgoings one of your aims for the upcoming year? For many Australian businesses, the answer is yes. Faced with challenging economic conditions, enterprises are searching for savings to help them maintain profitability and, indeed, stay afloat. This year has seen a spike in insolvencies, with rising costs, weak growth in demand …
Looking ahead to 2026, it is clear that this will be a transformational year for contact centers. We have already reached a pivotal moment where AI has shifted from isolated pilot programs to widespread adoption. According to Gartner, 85% of customer experience leaders are now implementing customer-facing GenAI solutions, unlocking benefits such as continuous 24/7 …
For decades, customer contact centres have served as a frontline of corporate engagement, handling everything from basic enquiries to complex complaints. Traditionally, agents have relied on carefully constructed scripts to guide conversations, ensuring that each interaction adheres to company standards and ideally results in a satisfactory outcome. However, as artificial intelligence (AI) takes on a …
Recently founded research and advisory firm, Crayon IQ, has released its inaugural “APAC Contact Centre CX Platforms With AI buyer’s Guide.” This report is the first independent, regional analysis to assess and rank 17 major vendors, providing a local perspective on a market often dominated by North American research. According to Audrey William, founder of …
The shift to cloud-based Contact Centre as a Service (CCaaS) aimed to modernise operations. While this has introduced new front office capabilities, it has also resulted in a separation between the contact centre and other areas of the business. Customers now find themselves trapped in a front-end office optimised for speed of answering calls. Frustration …
Does your organisation’s contact centre provide swift, seamless service to customers whenever and however they choose to get in touch? If you’re not able to answer with a resounding ‘yes’, you’re missing a golden opportunity to build the trust and loyalty that’s become the sine qua non of every successful commercial enterprise, irrespective of the …
A recent study by Morning Consult, commissioned by Zoom, reveals a strong connection between effective customer service and brand loyalty among Australian consumers. The research also found that issue resolution is the most critical factor for Australians when they interact with customer support. Luke Carruthers, Head of CX for Zoom APAC, comments, “Our Zoom-commissioned research, …
Contact centres have long been the heart of customer service, essential for maintaining customer satisfaction. Traditional call centres relied heavily on human agents for all interactions. Now, AI adoption is revolutionising this landscape, transforming roles and seamlessly integrating front and back office operations for a more efficient and connected customer experience. How adaptation of AI …