Captivate Connect | Industry Services
The ACXPA Supplier Directory is provided by the Australian Customer Experience Professionals Association (ACXPA), helping all Australian businesses to deliver improved customer experiences.
Just like Captivate Connect, we've got hundreds of suppliers that can assist you across a number of different categories, subcategories and search tags making it easy for you to find suppliers that can assist you.
Learn more about similar service providers to Captivate Connect below, along with information about Audio Solutions below.
Customer Service Audio Solutions for Australian Businesses
Every call your customers make creates an audio experience — from the first IVR prompt through to hold music, on-hold messaging and queue announcements. Done well, professional audio solutions reinforce your brand and reduce customer frustration. Find Australian suppliers of call centre and business audio solutions.
Browse suppliers below or use the filter to find vendors by audio solution type.
Why Professional Audio Matters for Customer Experience
Audio is often the first thing a customer encounters when they contact your business — and the impression it creates matters. According to the 2025 Australian Call Centre Rankings, 80.6% of call centres already use professional voice recordings. That leaves nearly one in five businesses still relying on generic system voices or ad hoc recordings that undermine the professional image they're trying to project in every other customer interaction.
But professional audio isn't just about sounding good. The same research found that only 15.6% of businesses advised callers of expected queue wait times — meaning the vast majority of callers are left in the dark while waiting. With the average wait time measured at 1 minute 49 seconds (and banks averaging 3 minutes 38 seconds), what happens during that wait significantly affects how customers feel when an agent finally answers.
Professionally curated music that reduces perceived wait time and sets the right emotional tone while customers are on hold — royalty-free or licensed to your specifications.
Branded audio messaging that plays while customers wait — communicating product information, managing expectations, reducing frustration and turning hold time into a productive brand touchpoint.
Professionally recorded prompts, menu options and informational messages for your IVR system — consistent voice, clear diction and scripting that guides callers efficiently to the right destination.
Customised audio for retail and hospitality environments — background music, promotional announcements and branded messaging that enhances the in-store experience.
IVR prompts, on-hold messages and announcements recorded in multiple languages — serving Australia's diverse communities with the same professional audio quality as your English recordings.
Australian Call Centre Audio — What the Research Reveals
The 2025 Australian Call Centre Rankings mystery shopping program provides a rare, objective view of what callers actually experience across Australian contact centres:
- 80.6% use professional voice recordings — the majority of Australian call centres have invested in professional audio. For those that haven't, the gap in perceived quality is immediately apparent to callers.
- 71.4% use a single voice artist across all IVR selections — consistency matters. Using a single recognisable voice throughout the IVR creates a coherent, professional experience; mixing voices or using system-generated text-to-speech alongside recorded prompts creates an inconsistent, unprofessional impression.
- Only 15.6% advise callers of expected wait times — a significant missed opportunity. Research consistently shows that callers who know how long they'll wait are more patient and report higher satisfaction than those left waiting in silence or with vague messaging.
- Average wait time 1:49 — banks average 3:38 — callers spend meaningful time on hold. What they hear during that time directly affects their mood and satisfaction when the agent answers.
Source: ACXPA Australian Call Centre Rankings 2025. Mystery shopping program across Australian contact centres.
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