The contact centre market across the Asia-Pacific (APAC) region is entering a new operational phase. Rapid advances in artificial intelligence (AI), coupled with the expansion of hyperscalers and modern customer experience (CX) platforms, are accelerating a transition away from traditional telephony-first and interactive voice response (IVR) operating models. In their place, organisations are deploying AI-enabled …

In the past, mention AI to an executive, and they will likely picture a traditional rules-based chatbot or a standard text-completion copilot.The arrival of sophisticated, multi-modal AI frameworks and cognitive computing has shattered those old paradigms, shifting the conversation from simple automation to true operational autonomy.  In an insightful industry interview, David Russell, General Manager, …

The enterprise contact centre market is undergoing its biggest structural shift in more than a decade, according to the newly released 2026 APAC Contact Centre CX Platforms with AI Buyers Guide from independent research and advisory firm, CrayonIQ. The report finds organisations are no longer simply selecting contact centre platforms. Instead, procurement is increasingly driven …

Three decades ago, the contact centre industry was bound to physical facilities. In these bustling, centralised hubs, rows of agents sat side-by-side, handling simple, straightforward voice calls within rigid brick-and-mortar constraints.  Workforce management (WFM) was a rudimentary administrative task, largely limited to basic time-and-attendance tracking and simple shift allocations. The operational landscape was uncomplicated, as …

Is providing faster, more responsive customer service via your contact centre a priority for FY2027? For many Australian businesses, the answer is a resounding ‘yes’. That’s because the contact centre has ceased to be seen as a standalone cost centre. Instead, it’s become the beating heart of the enterprise and a critical touchpoint; somewhere customer …

A customer does not see the systems behind their request. They do not see the service ticket, CRM record, policy workflow, approval queue or handoff between departments. They see the wait. On the other side of that wait is often an employee doing everything they can to help. They are copying information between platforms, chasing updates and filling the …

Organisations today are unknowingly carrying a potential burden of invisible risk. Most chats, calls, emails and social media interactions are not monitored or evaluated. Erik van Eekelen, Founder and CEO of Icana.AI, advises, “Traditional Quality Assurance (QA) processes typically analyse only a very small fraction of customer interactions, often less than 2%, which means the …

It’s a tough time to be in business. Geo-political tensions continue to disrupt supply chains, damage business confidence and throw forecasts and forward plans into abject disarray. Customers, meanwhile, have never been more demanding – or disgruntled. Almost two-thirds of Australians have a moderate to high sense of grievance and believe governments and private enterprise …

In the traditional world of Business Process Outsourcing (BPO), the industry was long defined by ‘bums on seats’ and labour arbitrage. Success was measured by how many calls you could churn through and how cheaply you could do it. But for CDM Direct, a specialist operating in high-stakes sectors like automotive, Aged Care, and the …

On average only 5-7% of customers respond to surveys, and this figure continues to drop. This means over 90% customers are essentially ignored. These are the customers that are likely to churn without ever telling you why. Solving this problem, according to Head of Product, Josh Levin, is one of Cresta AI’s main missions. “Because …