Aircall Ascend Sydney: connecting conversations to business action
Connecting with partners and customers at Aircall Ascend in Sydney reinforced a practical opportunity: carry each customer conversation into a clear next action.
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On 21 October, I joined Aircall Ascend APAC 2026 at the Museum of Contemporary Art Australia in Sydney, connecting with partners and customers and catching up with familiar faces.
Working from the Illawarra, I value opportunities to get together in person. There is something useful about bringing people who build solutions into the same room as the people who use them.
The event brought that connection into focus: how can we make customer conversations more useful for the customer and the business?
Connecting with people behind the systems
It was good to reconnect with Rehan Wickremeratne and people I have crossed paths with through previous companies, as well as meet new people across the Aircall community.
My friend Rehan Wickremeratne also shared his reflections and photos from the day. It was good to spend time together and exchange ideas in person.
That matters to me because a business process often crosses several areas of expertise. Communications, CRM, operations and customer service all have a part to play. Connecting with other partners creates opportunities to combine that knowledge around a customer’s needs.
The opportunity around the phone call
Aircall’s official event recap describes partners implementing the platform and building services around it as customers bring AI into their teams’ work.
For Naonis, the practical opportunity is to connect the conversation to what happens next.
A caller may need an answer, a callback, an appointment or help with an existing request. The team then needs the right details, a clear owner and a useful next action.
A connected workflow can carry an enquiry into the CRM, notify the relevant person and make follow-up easier to manage. The customer gets continuity, while the team spends less time reconstructing the conversation or entering the same details again.
People, AI and a clear handover
Fred Viet’s reflections on the Sydney events highlight growth, change management and trust. He describes customers wanting a platform that brings AI and people together.
That is a useful way to approach implementation. The team needs to understand what the system handles, where a person takes over and how the information reaches them.
An AI voice agent can answer approved FAQs and capture a message when someone is unavailable. Staff can then continue with the relevant context. Routing, shared history and conversation summaries can also help people deliver a more consistent service.
The design starts with the customer’s question and the team’s way of working. From there, we can choose the right combination of people, AI and system connections.
Making it practical for Australian businesses
Consider a renovation business owner laying tiles when a potential customer calls. Being able to take that enquiry while the owner is busy gives the business another opportunity to start a useful conversation.
I have prepared a demo with business-specific FAQs and a message-taking script for this kind of situation. It is informed by a construction prospect’s website.
The planned extension is to carry the captured details into a CRM enquiry and send internal notifications. The person returning the call would have the project details and context ready to help the customer move forward.
This is where my business systems and integration work fits. We start with the available native integrations, then use APIs, webhooks and further automation where the workflow needs them.
For a business in the Illawarra, Sydney or elsewhere in Australia, the useful starting point can be one recurring situation: an enquiry arriving while the team is busy, a callback that needs clearer ownership, or information that has to be entered again after every call.
People and views from the day
The partner community and a few views from the Museum of Contemporary Art Australia, overlooking Circular Quay. Select a photo to view it full size.
Bringing the ideas back to the work
Thank you to Rehan, Charlotte and the Aircall team for bringing partners and customers together. It was a valuable opportunity to reconnect, meet people and explore where we can help businesses improve their communications.
My focus at Naonis is to connect those conversations to the systems and actions that help a team look after its customers.
If your calls and follow-up could work better together, explore our enquiry handling and customer follow-up . Bring one example of what happens today, and we can look at how to make the next step easier.
