First integrated inbound-outbound call centre platform for SA

Jasco has successfully implemented the first Proactive Outreach Manager (POM) call centre platform in South Africa that integrates outbound and inbound call capabilities. The POM platform was developed by one of the world’s pioneers in global business...

Mobile technologies’ growing role in BPO

Business process outsourcing (BPO) has long since played a role in cutting costs for businesses. An ‘on and off again’ trend, BPO is now facing what industry specialists call a ‘technology enabled transformation’. Cassie Lessing, MD of Strato...

Customer self-service trend continuing to grow

The rise of artificial intelligence and the disruption it’s initiating to all industries and individuals is a topic that cannot be escaped. While some doubt over these technologies is present, the vast majority understand the impact it can have and one area...

Is your interaction recording system costing you in court?

Company board members and managers have a fiduciary responsibility to their organisation to evaluate and manage risk. For the most part, this is done effectively. However, the risks associated with contract security, particularly those that are undocumented, can often...

Chatbots to be the differentiator

As South African customers increasingly avoid call centres and emails in favour of using more immediate digital communication channels, local companies – especially in the retail and services sector – will need to look toward intelligent chatbots to set...

Tech impacts on contact centres

Jed Hewson, joint-CEO and co-founder of 1Stream, examines the knowledge gleaned from last year to predict some of the business trends and influences that will impact on the economy. * Fibre – South Africans are finally having fibre delivered to them. With the...