COVID-19

Supporting our people and customers through effective communication

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Supporting our people and customers

It is more important than ever that we support our people and customers through effective communication and collaboration. Our solutions can be deployed easily to help your business quickly respond to changing customer demands and support your people to work more productivity in a work-from-home environment.

We can help your business understand the changing experience of your customers and frontline teams by collecting interaction data and using advanced analytics to customise real-time feedback dashboards. We work with you to enable your teams to collaborate on these insights to understand and improve the experience for customer and team members.

Manage demand and keep your customers informed with Chatbots &
Virtual Agents

Bringing together Human and Artificial Intelligence to enable customer and employee engagement. Our virtual agent, chat bot, live chat solutions – combined with your knowledge management – enable you to provide consistent, personalised and fast access to information across all channels.

Our solutions let you answer many common customer enquiries – fast – and if the customer interaction starts to become more complex, we seamlessly transition your customer to a live agent to ensure a continued positive experience.

Manage demand and keep your customers informed with Chatbots &
Virtual Agents

Bringing together Human and Artificial Intelligence to enable customer and employee engagement. Our virtual agent, chat bot, live chat solutions – combined with your knowledge management – enable you to provide consistent, personalised and fast access to information across all channels.

Our solutions let you answer many common customer enquiries – fast – and if the customer interaction starts to become more complex, we seamlessly transition your customer to a live agent to ensure a continued positive experience.

Reduce resource demands by automating common tasks

We can assist your business to automate many common repetitive agent processes that require customer interaction and utilise valuable employee time. With advanced capabilities such as voice recognition, biometric security and pre-built self-service modules for banking, finance, insurance, retail, logistics and telecommunications GSN can enable customers to self-serve across voice and digital channels with seamless transition to assisted service when necessary.

GSN’s extensive software development capability provides for the integration of self-service platforms with just about any back end or line of business system.

Continue to deliver a consistent quality of service, even remotely

Our AI powered quality management solutions sit on top of your existing customer systems and consistently listen to all customer conversations. With dashboards customised to your business needs and priorities our solutions can easily flag individual coaching needs, gaps in training effectiveness or regulatory compliance risks.

So even when you teams are working remotely you can be sure to deliver a consistent quality level of service.

Continue to deliver a consistent quality of service, even remotely

Our AI powered quality management solutions sit on top of your existing customer systems and consistently listen to all customer conversations. With dashboards customised to your business needs and priorities our solutions can easily flag individual coaching needs, gaps in training effectiveness or regulatory compliance risks.

So even when you teams are working remotely you can be sure to deliver a consistent quality level of service.

Rapidly deploy Contact Centre capability

Our solutions help you transition your contact centre teams to work-from-home – within days or weeks not months. With our Cloud Contact Centre solutions, we can have your agents working from home quickly.

As a licensed Carriage Service Provider, we also provide any Internet and Voice networks you need to get moving sooner.

…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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