Customer Contact

Deliver great customer experiences across every channel

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Deliver great customer experiences across every channel

Customer Experience has become a key differentiator for business success. Delivering a consistently good customer experience requires modern innovative technologies that seamlessly bring together people and process.

GSN enables communication with your customers across multiple channels – voice, SMS, email, web, and social. With intelligent features that deliver personalised experiences, reduce wait times and provide actionable insights, GSN solutions can support your business to deliver industry leading customer experiences.

Customer interaction across multiple channels

Enable your customers to communicate with you the way they want, including:

  • Voice
  • SMS
  • Email
  • Web – Chatbots, Virtual Agents and Live Chat
  • Social – Facebook, Twitter
  • Asynchronous Messaging – Apple Chat and WhatsApp

Our local team of development experts can integrate our solutions with your CRM so that you can provide personalised, context aware, experiences for your customers.

Customer interaction across multiple channels

Enable your customers to communicate with you the way they want, including:

  • Voice
  • Email
  • Web – Chatbots, Virtual Agents and Live Chat
  • SMS
  • Social – Facebook, Twitter
  • Asynchronous Messaging – Apple Chat and WhatsApp

Our local team of development experts can integrate our solutions with your CRM so that you can provide personalised, context aware, experiences for your customers.

Manage demand and resolve simple enquiries, fast

Bring together Human and Artificial Intelligence to enable customers, employees and chatbots to seamlessly engage across your business.  We provide IVR, chatbot, virtual agent, live chat and knowledge management solutions that when combined empower your organisation to provide consistent, personalised and fast resolution of customer enquiries across all channels.

Our solutions let you resolve many common customer enquiries – fast – and if the interaction starts to become more complex, we seamlessly transition your customer to a live agent to continue the positive experience. This adds up to savings for your business without compromising the customer experience.

Assisted customer service from the right agent at the right time

Choosing the right agent for an interaction requires a business to understand a combination of skill, knowledge, location, scheduling, cost and availability balanced with acceptable customer wait time. GSN solutions provide flexibility to meet the most complex interaction routing requirements that can achieve the right balance even in the most demanding business environments.

Assisted customer service from the right agent at the right time

Choosing the right agent for an interaction requires a business to understand a combination of skill, knowledge, location, scheduling, cost and availability balanced with acceptable customer wait time. GSN solutions provide flexibility to meet the most complex interaction routing requirements that can achieve the right balance even in the most demanding business environments.

Deliver a consistent quality of service, every time

Our quality management solutions integrate with your existing customer contact systems to capture and analyse valuable customer insights during every customer interaction.  Together with our post interaction Voice-of-the-Customer solution you have a total view of the customer and team member experience across every channel.

Our solutions provide extensive search & playback capability (voice and text) as well as comprehensive analytics to proactively flag any concerns in service quality.  We encrypt your data (recordings, surveys, etc) which can be stored for up to seven years or more within the GSN environment or in your public or private cloud infrastructure.

We work with your business to customise dashboards and alerts based on your priorities.  Together with Natural Language Processing and Machine Learning our solutions easily flag coaching and training needs, opportunities for business improvement and/or regulatory compliance risks.

…allows us to quantify at a large scale how customers are feeling about the service we deliver, which we use to improve our products, our contact centre and how we do business with our customers

Alex Hnarakis, Head of Service Optimisation & Premium Support
MYOB

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