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Xerox ConnectKey ‘Call Me Back&...

Bytes Document Solutions (BDS), Xerox’s authorised distributor in sub-Saharan Africa, has announced the release...

posted on: Nov 18, 2016 | author: Allan Davison

Defy SA opens high-tech call centre

Defy South Africa has opened a new national call centre in Hermanstad, Pretoria West, featuring realtime response...

posted on: Nov 15, 2016 | author: Allan Davison

Aspect Software wins Ventana innovati...

Aspect Software, a leading provider of fully-integrated consumer engagement, workforce optimisation, and self-service...

posted on: Nov 11, 2016 | author: Allan Davison

Ucloud and Avaya debut contact centre...

Avaya and Ucloud, China’s largest independent public cloud provider, today announced the launch of A Cloud, a...

posted on: Nov 9, 2016 | author: Allan Davison

Travelstart deploys Interactive Intel...

Travelstart has begun deploying the Interactive Intelligence PureCloud Engage solution to transform its customer...

posted on: Oct 21, 2016 | author: Allan Davison

DSG wins at BPeSA Awards 2016

Digital Solutions Group (DSG) – a market leader in on-demand customer experience management – received the...

posted on: Oct 18, 2016 | author: Allan Davison

DSG, Maharishi Institute collaborate ...

Digital Solutions Group (DSG), a leader in customer experience management, has formed a joint venture including a...

posted on: Sep 30, 2016 | author: Allan Davison

Independent researcher puts Verint on...

Verint Systems has been named a leader in the new Forrester research report, “The Forrester Wave: Workforce...

posted on: Sep 20, 2016 | author: Allan Davison

DSG & Nandos win in the 2016 CCM...

Digital Solutions Group (DSG), a market leader in on-demand customer experience management, secured the win in the...

posted on: Sep 1, 2016 | author: Allan Davison

Software can analyse conversation

Verint Systems has announced enhancements to its Real-Time Speech Analytics solution. The software, which leverages...

posted on: Aug 30, 2016 | author: Allan Davison

Merchants opens second Vodacom custom...

With the opening of its Vodacom contact centre in Cape Town, leading South African BPO provider, Merchants, can now...

posted on: Aug 12, 2016 | author: Allan Davison

Teleforge cuts communication costs

Teleforge Communications, a company providing a range of solutions to debt collection companies,  including call...

posted on: Jul 12, 2016 | author: Allan Davison

Quick calls to better businesses

The tools that enable a rapid response to customers are the key to improved sales. Speed of response is the first step...

posted on: Oct 17, 2017 | author: Allan Davison

FinChatBot aims to improve financial ...

If you’ve had enough of being put on hold, speaking to call centres in India or waiting for that promised call...

posted on: Oct 11, 2017 | author: Allan Davison

Dawn of the bionic contact centre age...

Karin Kruger, operations director at Innovation Group South Africa, discusses why the evolving contact centre agent...

posted on: Sep 28, 2017 | author: Allan Davison

Africa needs data centres fast

Sybrand Pretorius, sales director at Flexenclosure, says there is a solution at hand to fill Africa’s need for...

posted on: Aug 31, 2017 | author: Allan Davison

Tips for making the call centre more ...

According to a recent KPMG analysis, growth and technology are two of the biggest challenges affecting the chief...

posted on: Aug 28, 2017 | author: Allan Davison

Things to consider for your contact c...

Rapidly developing technologies and the need to integrate customer services across all channels has significantly...

posted on: Jul 18, 2017 | author: Allan Davison

Please stop calling! Or should they?

Delia Gross, executive for the In-Touch Outbound Contact Centre at Innovation Group South Africa, outlines a few...

posted on: Jun 29, 2017 | author: Allan Davison

3 habits of successful contact centre...

It’s easy to disparage poor performance in contact centres – we all experience an unfavourable experience...

posted on: Jun 23, 2017 | author: Allan Davison

Algorithms at work in the contact cen...

Interactive voice recognition (IVR) is a technology that was first used in the 1970s by bank tellers to verify...

posted on: Jun 2, 2017 | author: Allan Davison

The contact centre generation gap

Bruce von Maltitz, co-founder and joint-CEO of 1Stream, discusses the generation gap that is increasingly apparent in...

posted on: Apr 18, 2017 | author: Allan Davison

Transform the call centre with social...

Digital technology is fast transforming the service providers and communications contact centre industry. Social...

posted on: Mar 22, 2017 | author: Allan Davison

How chatbots will evolve into practic...

With research showing that the number of new app downloads is slowing down, it’s clear that customers are...

posted on: Mar 6, 2017 | author: Allan Davison

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