Portfolio

Our team are all specialists in customer contact and its affect on the business. This enables us to work and drive strategy end-to-end from ideation, business case and design through to operational handover and management. We have listed a few of our projects below to give you a feel for what we have recently delivered.

Time-in-motion Study

Driving business decisions using root cause data

Designing a Channel Strategy

Time-in-motion studies are a powerful way to drive towards a very detailed channel strategy

Visibility of IVR CX

Gaining business confidence through a regular health check of the IVR

Driving Phone Banking

Our rule of thumb is that, in the banking domain, you should be able to direct 80-85%+ of all calls into your phone banking.

Voice Biometrics Testing

This client’s objective was to improve the ease of use and access to services by introducing a voice biometric solution for customers calling it

Manual Testing

Testing Systems under an Agile Model

Testing Contact Centre Systems

This government organization was combining its services across the broader customer portfolio, in turn requiring a consolidated technology and service

INFOMart Reporting

Leveraging Your Management Reporting

Protected: Voice Biometrics Bake-off

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IVR Review

Reviews of "as is" states of IVRs often turn up significant opportunities to improve your customer experience and business performance.

Insurance Channel Strategy

Keeping pace with customers contact preferences is an opportunity to improve the cost base, as well as necessary to stay relevant to your customers.

Extracting Voice Biometrics Potential

Opportunities to leverage the largest biometrics deployment in Australasia.

Contact Centre Review

We are often asked to baseline clients contact centres, enabling technologies and introduce solutions and processes to drive greater efficiency.

Contact Centre Wish List!

Most contact centre managers and operations would love to have the number of enabling technologies Inland Revenue has implemented.

Contact Centre Capabilities

Setting out the CX capabilities of the future contact centre

NAB Voice Biometrics

This was the first major financial institution in the AsiaPacific (and arguably world) to successfully deploy voice biometrics in front of the contact