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 …

For years, brands have focused on omnichannel presence, but the arrival of sophisticated Artificial Intelligence is transforming those channels from static touchpoints into a living, breathing ecosystem. In 2026, the brands that thrive won’t just be those that use AI, but those that use it to build deeper, more meaningful connections. The sheer scale of …

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 …