AI does the work. You make the call.
Australian customer experience and service operations consultancy. We help organisations adopt agentic AI safely and keep humans in control.
omnichannel helps Australian and APAC banking, insurance, telecoms, and utilities transform CX, adopt agentic AI safely, and keep humans in control. We serve organisations across Sydney, Canberra, Melbourne, Brisbane, Adelaide, Hobart, and Perth.
TL;DR
omnichannel is an independent Australian CX consultancy. We help APRA and ASIC-regulated organisations adopt agentic AI safely, aligned with Australia’s AI Ethics Principles and the National Framework for the Assurance of AI in Government. We advise and deliver - no vendor commissions.
What makes us different
Independent: no vendor commissions, no platform bias.
Operator-led: 25 years running contact centre and CX operations at enterprise scale, not theory.
Regulator-aware: we design for APRA, ASIC, ACMA, AER, AFCA, and Privacy Act obligations.
Human-in-control: we only advise AI operating models where your people retain final decision rights.
Fixed-price or time-boxed: no open-ended retainers.
What we do
Six service lines, one focus: better customer experience and safer AI adoption.
Sectors we serve in Australia
Australian regulated sectors where customer experience and operational safety matter most.
Banking & finance
The pain: Banking Code of Practice, design and distribution obligations, vulnerable-customer obligations, BEAR, and legacy platform debt.
How we help: Maturity Review of CX and compliance processes; AI readiness assessment for APRA CPS 230 and ASIC regimes with human-in-control gates.
Insurance
The pain: Claims handling speed, regulatory reporting, and fraud detection under APRA and ASIC oversight.
How we help: Contact centre advisory and AI-assisted claims triage with human-in-control decision gates and full audit trails under the General Insurance Code of Practice.
Telecoms
The pain: High churn, complex billing disputes, and omnichannel service gaps under ACMA and TIO expectations.
How we help: CX strategy and platform advisory to unify service channels; operational performance diagnostics for ACMA compliance.
Utilities
The pain: Regulatory price caps, outage response, and vulnerable-customer registers under AER, EWOV, EWON, and state ombudsman schemes.
How we help: Service operations redesign and AI-assisted outage communication with full human oversight and attribution.
Built for your regulators
We design every engagement with the regulatory context of Australia in mind.
Why now
Australian regulators are tightening expectations for AI governance. APRA's CPS 230 and ASIC's guidance on digital engagement both demand human oversight of consequential decisions. Organisations that build human-in-control operating models now will meet these expectations before they become mandatory.
Frequently asked questions
Everything you need to know about working with omnichannel.
Frequently asked questions
Get started in Australia
Book a working session. We will diagnose your current state and give you a clear plan tailored to Australia.
Book a working session