To help you bring your customer, service and digital vision to life we provide services that focus on your research, strategy, and planning and provide professional services to help you execute your plans and sustain the benefits. We see our role to help you navigate the complexity of the market to bring together a realistic solution that will get results. We work with partners to deliver the outcomes by either recommending high-quality suppliers or aggregating our and our partner’s services to deliver a complete solution led by us. Our partnerships include:
- Industry Leadership: furthering customer and digital industries will lift performance for everyone
- Expertise: with 30+ speciality contractors and 30+ companies with specialist services we gain access to the best, proven practitioners in the market
- Implementation: our partners have proven capability implementing and managing solutions. There is no reason for Customer Science Group to build these capabilities when the best are in the market today. We leverage their proven expertise directly in aggregation.
- Technology: our partners produce the most innovative and effective solutions in the local market. These partnerships provide us with deep knowledge of the market, products and solutions that are not possible without them. With multiple partners in each technology we select the best partner for each solution so, we remain both agnostic and experienced.
CSIA - Customer Service Institute of Australia
We have partnered with the Customer Service Institute of Australia to help drive the acceleration of customer experience transformation for our clients.
As judges in the CSIA annual award, we stay current with trends and the best solutions in Australia.
We are active committee members with Auscontact, working to support a better contact centre service for all Australians.
We provide advice, training, events and judging.
Australian Institute of Digital Health
AIDH is Australia's peak body for digital health - health informatics - digital health leaders and practitioners.
We participate in annual events and are active members of the institute.
ACCPA is the national Industry Association for aged care providers
offering retirement living, seniors housing, residential care, home care, community care and related services.
We share a vision to enhance the wellbeing of older Australians
through a high performing, trusted and sustainable aged care sector.
Customer Operations Performance Centre
COPC is the international contact centre and service operations certification organisation.
With expertise in COPC, we work collaboratively to stay current with the latest trends for you.
Technology Partners - Automation
UiPath is an intelligent automation platform provider that enables organisations to automate business processes. UiPath has global operations and serves every buyer segment, from SMBs to global enterprises.
UiPath’s comprehensive automation platform combines robotic process automation (RPA) with various capabilities like artificial intelligence (AI), process mining, task mining, communication mining, intelligent document processing (IDP), low-and-no-code app development, test automation, API integration, and cloud for scaling digital business operations.
UiPath has been recognised as a leader in several industry reports, including Gartner Magic Quadrant (2022), Forrester Wave (Q1, 2023), and Everest Group PEAK Matrix for RPA (2022), showcasing its position as a trusted and innovative automation solution provider.
Microsoft Power Platform comprises five key products: Power Apps, Power Automate, Power BI, Power Virtual Agents, and Power Pages. Power Automate is an appealing RPA product for many customers due to its proximity to other Power Platform and Microsoft 365 ecosystem components.
Power Automate provides a comprehensive solution for modern API-based automation, Robotic Process Automation (or RPA – which works with an application’s user interface), and Intelligent Automation (or IA, which is RPA plus a variety of technologies built on Machine Learning).
Further, Microsoft AI Builder’s native integration with Azure’s OpenAI allows you to build next generation Automations or Power Apps leveraging the latest ChatGPT-based generative AI innovations.
Power Apps is a low-code development environment for creating custom apps for business needs. Power BI is a business analytics service that delivers insights for analysing data. Power Virtual Agents enables users to create powerful chatbots using a guided, no-code graphical interface. Power Pages is a platform for creating business websites. Together, they form Microsoft’s Power Platform, providing a suite of services for app development, automation, data analysis, chatbots, and website creation. These tools empower users with varying technical expertise to create solutions that enhance productivity and decision-making. The Power Platform admin centre provides analytics at the environment and tenant level, customisable for Power BI-based dashboards and reports.
Microsoft has been recognised as a Leader in industry reports such as Gartner Magic Quadrant (2022) and Everest Group PEAK Matrix for RPA (2022) .
SS&C Blue Prism SS&C Blue Prism | Intelligent Robotic Process Automation - RPA
Blue Prism specialises in robotic process automation (RPA) and offers a platform that enables organisations to create a digital workforce using software robots to automate operational tasks. In 2022, Blue Prism was acquired by SS&C, a financial services software provider.
SS&C Blue Prism’s RPA product provides a wide variety of connectors to enterprise applications. The platform offers a low-code drag-and-drop design studio, intelligent document processing with Decipher, decision automation with Blue Prism Decision, human-to-digital worker collaboration with Interact, a marketplace (Digital Exchange), governance (Automation Lifecycle Management and a Robotic Operating Model methodology), process and task mining and Blue Prism Desktop for attended automation. The integration of Chorus BPM with Blue Prism’s RPA platform allows the management of processes involving human, system, and robotic steps. Blue Prism Cloud is a managed SaaS offering for quick deployment without significant implementation lead time or upfront investments.
SS&C Blue Prism was named as a leader in several industry reports, including Gartner Magic Quadrant (2022), Forrester Wave (Q1, 2023), and Everest Group PEAK Matrix for RPA (2022).
Automation Anywhere offers an advanced intelligent automation and digital workforce platform. Automation 360 is a web-based platform built on a cloud-native architecture, providing RPA, process intelligence, IDP, and integrated AI models and capabilities.
The Bot Workbench is a web-based drag-and-drop automation development environment that facilitates collaboration between citizen and professional developers. Automation Anywhere Robotic Interface (AARI) allows integration of human interactions, like data inputs and validation, into automated processes through a web-based interface embeddable in any business application.
Automation Anywhere also offer Process Discovery for mapping out processes and identifying automation opportunities. IQBot handles semi-structured and unstructured documents, and Bot Insights provides real-time analytics.
Automation Anywhere has been recognised as a leader in several industry reports, including Gartner Magic Quadrant (2022), Forrester Wave (Q1, 2023), and Everest Group PEAK Matrix for RPA (2022).
Hyperscience is an automation technology provider focused on enhancing document processing and data extraction through AI and ML.
The Hyperscience platform is an enterprise-grade intelligent document processing (IDP) solution. It can classify and extract text from various documents, including handwritten, cursive and printed content. With pre-built models and a template-free approach, it locates data on common semi-structured document types like invoices, checks, and pay stubs. Utilising proprietary ML models, primarily deep learning, the platform generates training data and can be customised to a customer’s specific needs. It offers human-in-the-loop capabilities and an interface for customers to assess model performance and make informed decisions about deployment and migration.
Hyperscience was named as a Star Performer in the Everest Group PEAK Matrix for Intelligent Document Processing (IDP) Products Assessment 2022.
ABBYY provides a comprehensive platform for organisations seeking to gain in-depth insights into their business processes.
ABBYY’s FlexiCapture is an intelligent document processing (IDP) platform that combines OCR, NLP, machine learning, and recognition capabilities. It supports various document types, from simple forms to unstructured documents, and can be utilised in the cloud, on-premises, or as an SDK.
ABBYY Vantage is a low-code/no-code IDP platform designed to empower citizen developers. It allows users to easily set up, train, and extract data using pretrained skills and models.
ABBYY Timeline features advanced process mining and task mining technology using the latest artificial intelligence (AI). It enables businesses to build an interactive digital twin of their processes automatically, analyse them in real time to identify bottlenecks and predict future outcomes to facilitate decision-making of technology investments.
ABBYY has been recognised as a Leader in the Everest Group PEAK Matrix for Intelligent Document Processing (IDP) Products Assessment 2022.
Industry Specific Offerings
As a selected CSIA Practitioner we help organisations to design and deliver award winning service.
We are offering a no obligation 2 hr clinic that delivers you a personalised service recommendations report.
Introducing the CSIA Certified Practitioner
CSIA has hand selected industry experts, Certified Practitioners (CPs), to be on hand to support the Customer Service community in realising and achieving their vision for best-practice customer experience.
Our practical approach leverages expertise, knowledge and quality in customer service to help you to provide realistic service improvements that can be operationalised.
Complementing the CSIA standards and training the CP’s help organisations accelerate their service transformation to deliver world class and award winning services.
How can a CSIA Certified Professional help you?
You have the flexiblity to start at any point in your service improvement journey, you may elect to focus on a single area or deliver a complete transformation from end to end. The practitioners aim is to improve and sustain world class service through proven methods.
- Advice & Analysis: use the expertise to supply insights, advice and analyse service solutions
- Design: co-design targeted service solutions up to complete operating models
- Implement: bring together the best customer service project managers and subject matter experts who can implement a design with confidence
- Embed: providing processes, coaching and technology we embed the improvements so they become a sustainable solution
Start with a quick coffee meeting.
Our Certified Professional Offerings
Services provided by the Certified Practitioners are tailored to your requirements. Typically, these services include:
- CSIA accreditation gaps resolution
- Customer service coaching
- Consulting services
- Customer service strategy development
- Operational review
- Future customer experience design
- Service transformation enablement & execution
- Vendor/BPO selection & review
- Digital service & service automation
- Service people selection and management
- Customer service improvement