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Category: Customer Excellence

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

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

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The Rising Importance of Visual Engagement in Customer Experience

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

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