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Introduction Artificial Intelligence (AI) is reshaping customer service, providing businesses with innovative solutions to enhance efficiency, improve customer satisfaction, and reduce operational costs. In Australia, AI-powered customer service is gaining momentum across industries, helping businesses streamline support operations and deliver seamless customer experiences. There has been a dramatic shift in the acceleration of AI capabilities, […]

Introduction In today’s fast-paced digital world, businesses must continuously evolve to meet rising customer expectations. One of the most transformative innovations driving this change is Artificial Intelligence (AI). Once limited to large corporations with extensive computational resources and sophisticated models, AI is now more accessible than ever. It is shaping how we work, engage with […]

1. Introduction The Australian telecommunications landscape is undergoing a significant transformation, with traditional copper-based phone lines such as the traditional Plain Old Telephone Service (POTS) and Public Switched Telephone Network (PSTN) are being phased out in favour of newer, more flexible technologies. For Australian call centres, this change is not just a matter of technological […]

In today’s digital age, where cyber-attacks, fraud and data breaches are frequent, organisations face increasing pressure to ensure they protect the customer data collected from handling payments over the phone. In this blog, we’ll explore how your organisation can effectively utilise cloud contact centre software to safely and securely accept payments over the phone, adhering […]

Whether your debt collection agency is full of experienced professionals or newcomers, successful recovery starts with an effective strategy and the right techniques. This article will guide you through creating an effective collection strategy that optimises recovery rates, maintains positive customer relationships and supports individuals to achieve financial health. What is a Collection Strategy? Collecting […]

In navigating the complex and sensitive task of recovering debt, the adoption of Artificial Intelligence across debt collection operations serves as a way for empathy, automation and efficiency to go hand in hand.  This article will explore how AI debt collection software emerges as a powerful tool for agencies to fine-tune their debt recovery strategies, […]

What is Call Centre Technology? The Upcoming Trends To Know Call centre technology has drastically evolved over the past few years moving from simple phone systems, to omnichannel customer experience technology. New innovation technology in call centre software enables businesses to leverage the latest in Artifical Intelligence, increase automation, improve customer retention and provide the […]

Call centres play a crucial role in the customer experience journey. One of the primary challenges of making sure the customer experience is smooth is getting the customer to the right person. Technology has evolved dramatically with a breadth of options from the push button IVR system to more sophisticated interactive voice response systems. This […]

It’s no secret, Artificial intelligence (AI) is transforming the customer service sector in unprecedented ways, opening new possibilities for organisations to leverage the power AI driven solutions to reduce operational costs, while driving business performance. According to Gartner– the definition of AI is where advanced analysis and logic-based techniques, including machine learning (ML) is used […]