Resources

According to McKinsey's report, Where is Customer Care in 2024?, trends reveal unexpected shifts across generations: Gen Z consumers are picking up the phone, while boomers are increasingly turning to digital chat. This growing preference for voice is further amplified by the rapid advancements in AI, transforming contact centers across industries.

In a tight economy, every organisation is looking for ways to cut costs in order to maintain profitability and meet growth targets. When it comes to contact centres, poorly thought-out cost-cutting measures have, in the past, done more harm than good. For example, in recent years, there's been a clear shift back to Australian-based call centres after brands sent them offshore in an effort to reduce costs at the expense of the customer experience.

Has the Digital Channel Maxed Out? And Is Voice Still Relevant in Customer Interactions?

In a highly competitive, heavily regulated industry, telcos are compelled to drive down cost to serve by simplifying engagement, and optimising sales through the use of relevant offers. Doing all of this in an environment of compliance is challenging for many telcos.

AI promised to revolutionise the contact centre industry, but has it lived up to the hype? In this blog, we’ll discuss how AI is being used in contact centres and what we can expect next from this rapidly evolving area of technology.

The Emplifi study emphasizes the need for better customer experience (CX) as brand loyalty wanes. Moving contact centers to the cloud is crucial to leverage innovations like AI, yet many companies still rely on manual methods. SecureCo's Intelligent Voice Platform illustrates the cloud's potential to enhance CX and sustain loyalty.

Explore the challenges of cloud migration and the importance of portability in tech solutions. In this insightful blog post, dive into SecureCo's approach to flexible, tech-agnostic cloud transitions.

Discover how conversational AI, like ChatGPT, is transforming contact centres, projected to save $80BN in labour costs. Explore the power of voice-based AI with SecureCo's Intelligent Voice Gateway, connecting voice and chatbot technologies. Unlock competitive advantages and new revenue streams.

Seamlessly orchestrate communications between voice and chatbot technologies, to improve your customers' experience.

Learn how service integrators and MSPs can expand their share-of-wallet without creating a billing headache with SecureCo’s Intelligent Voice Platform.

Discover how service integrators can thrive in the evolving technology landscape. Learn about the benefits of adopting 'as-a-Service' models, partnering with vendors for Billing-as-a-Service (BaaS), and leveraging solutions like SecureCo's Intelligent Voice Platform (IVP) for differentiation and adaptability. Read the full blog to stay relevant and drive success.

Discover the keys to successful AI implementation in the contact centre space in our informative blog post. Learn how partnering with innovative vendors, leveraging vendor-agnostic platforms, and finding like-minded partners can simplify adoption. Gain insights on cost-cutting, efficiency-boosting solutions that empower you to deliver exceptional customer experiences.

In this post, we highlight the importance of consolidating and simplifying your CX technology stack for enhanced efficiency. We explore the integration of various technologies in a contact centre and introduce our vendor-agnostic Intelligent Voice Platform (IVP) as a solution to streamline and improve the customer experience while minimising complications. The post provides valuable insights for organisations looking to optimise their technology stack and deliver exceptional customer experiences.

Learn how retailers are adapting to changing consumer behaviour in the wake of the pandemic. With more people shopping online and calling stores for information, contact centres have become critical to providing a positive customer experience. Read how one Australian retailer established a cloud-based hotline to help customers and reduce inbound call handling time, freeing up in-store staff and improving overall customer satisfaction.

Are you looking to enhance your business resilience and customer experience? Migrating your communication and telephony to the cloud could be the solution you need. Read on to learn from an actual use case how cloud migration can revolutionise your business.

Conversational AI can help improve customer interactions, increase efficiency and reduce labour costs. Gartner predicts voice AI will reduce call centre labour costs by up to $80B by 2026, globally. Don't miss out on the opportunity to enhance your customer experience and make significant savings. Read this blog to learn about the benefits and implementation of conversational AI in your business.

Inbound phone numbers, like 1300/13 toll free numbers, are a cost-effective and convenient way for businesses to manage incoming calls.

The explosion of digital touchpoints means it’s becoming harder and harder to keep compliant. So, why not just take out the need for PCI-DSS compliance all-together? SecureCo’s Intelligent Voice Platform eliminates the need for organisations to hold certain data, essentially ‘de-scoping’ PCI-DSS compliance from contact centres.

In our latest blog, we break down #no-code vs. custom solutions, what questions to ask when starting out on a project, and why bespoke solutions can sometimes end up being more work than they’re worth.

SecureCo announces new global partner program that enables systems integrators to capitalise on cloud migration, digital transformation projects, and access new recurring revenue streams leveraging SecureCo's Intelligent Voice Platform low-code voice orchestration.

Transform CISCO Webex into your business phone and deliver a seamless customer experience.

Confidently migrate without disruption whilst sweating your existing NiceCX One assets and progressively improve your CX

Accelerate your cloud migration with simple connectivity of CISCO calling solution, unified communications and your corporate telephony.

Transform Microsoft Teams into your business phone and deliver a seamless customer experience.

Simple connectivity of Genesys Cloud, Multi-cloud, Engage or Connect with unified communications and your corporate telephony

Download our corporate brochure to explore who we are, and how we can help your business.

Intelligent Voice Platform Product Brochure. No-code voice orchestration that seamlessly connects your entire voice tech stack in one place.

Sneak peak product announcement for MS Teams connectivity from SecureCo.

Sneak peek product announcement for speech analytics connectivity from SecureCo.

Siloes between contact centres and the communications and telephony technologies that run them will inevitably lead to siloed approaches to delivering customer service, which is no longer a business risk leaders can afford to take.

Cloud-Based Contact Centre Infrastructure (CBCCI) functionality will become a standard productivity tool across enterprises in the next 10 years.

Cloud-based contact centre infrastructure (CBCCI) is heralded by many industry experts as the future for organisations that really want to address this evolving market demand.

AI and automation alone won’t meet rising customer expectations. The empathy that contact centre staff bring to customer interactions has an immense impact on the CX that brands deliver.

Twenty-three months into the pandemic, a lack of physical touchpoints with brands has meant contact centres have been experiencing higher volumes of inbound enquiries than ever. AI and automation alone won’t meet rising customer expectations.The empathy that contact centre staff bring to the customer has a major impact

How AI is transforming contact centres?

Receiving a call from a hidden number brings up mixed emotions - sometimes panic, sometimes curiosity, and a lot of times, just plain annoyance.

Contact centres that process card payments are at the frontline of data threats and need to be more vigilant than ever to protect client data and brand reputation

SecureCo’s Enterprise Voice for Cloud solution helps Localsearch’s 250 employees transition to remote work while reducing risk and elevating the customer experience.