Why voice technology excellence drives empathy and deepens customer engagement

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 on CX. 

Discover the major trends impacting customer experience decision-makers in Australia and how voice technology excellence is driving  customer empathy and deepening engagement.

SecureCo Whitepaper - Why voice excellence matters

What’s in the whitepaper?

market overview icon

Contact centre, Artificial Intelligence & market overview

importance in UX

Why voice-based CX matters

modernise the Voice Experience

How to approach voice technology excellence

Integrating Virtual Agents

Intelligent Virtual Agent integration

Managing cloud transition

Planning your contact centre migration to the cloud

Secure and Compliant

Security and compliance needs for a hybrid working workforce


Audrey William

Principal Advisor Ecosystm

About the author

One of the foremost multi-disciplinary analysts in the APAC region, Audrey boasts an eclectic set of expertise, in segments as diverse as enterprise collaboration, unified communications-as-a-service (UCaaS), video, contact centre, CX, outsourcing as well as artificial intelligence, enterprise mobility and digital transformation.