Customer Excellence Archives

Building a Foundation for Modern Communications

November 25, 2025

Modernising Telephony for Compliance, Efficiency, and Resilience For many government and enterprise organisations, voice communications remain the most critical, and often most outdated, component of their digital infrastructure. Modern communications is no longer just about dial tones and devices; it’s about resilience, compliance, data-driven insight, and enabling people to work productively from anywhere. So how

Doctor on video call explaining medication to patient at home

Reimagining Digital Health Starts with Smarter Communications

June 24, 2025

Hospitals, aged care providers, and community health services are under growing pressure to deliver better care with fewer resources. Across Australia, New Zealand, and Oceania, healthcare systems are grappling with workforce shortages, rising patient expectations, and increasing complexity. In this environment, one factor is becoming more critical than ever: seamless communications. As digital transformation accelerates,

collaborative browsing call centre screen sharing

How Co-Browsing Enhances Customer Experience: The Technology Behind Collaborative Browsing

February 10, 2025

In an era when customer experience defines brand loyalty, businesses are constantly searching for innovative solutions to deliver seamless and personalised interactions. Collaborative browsing, or co-browsing, has emerged as a transformative tool in this regard, offering real-time assistance that redefines customer support. Let’s delve into the technology behind co-browsing, its benefits, and how companies like

2025 customer experience emerging technology

2025: Transforming Customer Experience with Emerging Technologies

January 20, 2025

As we step into 2025, businesses across Australia and New Zealand are poised to harness transformative technologies that redefine customer experiences as part of the customers first point of contact. While some industry sectors are racing ahead, others cautiously test the waters, underscoring the varied pace of innovation adoption. Here’s a closer look at how

Broken Lines! Voice AI a Game Changer for Continuous Communications for the Healthcare Sector

May 6, 2024

In the wake of the Optus network outage on the 8th November 2023, the fragility of Australia’s telecommunications infrastructure was starkly revealed. The outage not only disrupted everyday life but also posed, significant challenges to critical services, including hospitals and healthcare providers. The Australian Government’s report released on the 30th April 2024, on the incident

The Rising Importance of Visual Engagement in Customer Experience

January 20, 2022

Visual engagement is a form of customer interaction that relies on visuals, including images and video content. It allows organisations to more effectively interact with customers through digital channels, using technology such as co-browsing, video, screen sharing, and annotations. There are many advantages to using visual engagement as part of the customer service experience. The