Avaya named a Magic Quadrant leader

Avaya Holdings has been positioned as a Leader in the 2018 Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide, marking the 17th time it has been in the position. Companies in the Leaders quadrant of the Gartner Magic Quadrant are defined as...

Global kudos for Harambee’s contact centre

Harambee Youth Employment Accelerator has been named a global trailblazer in customer experience innovation, receiving the CX Game Changer Award by Genesys. Almost 100 nominations were received from around the world and vetted by an executive panel of judges and...

Vox delivers hosted contact centre solution

Vox, is partnering with Ocular Technologies to deliver O!Connect, a hosted contact centre solution for small to mid-sized businesses. Natalie van der Merwe, senior product manager: telephony at Vox, comments: “A contact centre solution built specifically for the...

Offshore contact centre boosts SA jobs

Local employment levels will receive a welcome boost of 84 new jobs, thanks to the launch of an offshore contact centre in South Africa. Silver Top Taxis in Australia, in partnership with Merchants, has launched the new customer service operation in a bid to...

Avaya and Afiniti bring AI to the contact centre

Avaya Holdings and Afiniti, a provider of AI-based behavioral pairing solutions, have announced a strategic partnership to improve enterprise customer experience and contact centre performance by integrating artificial intelligence (AI) into contact center routing...

2018: calling in the debts

Wynand Smit, CEO of Inovo, writes that companies find themselves in the unenviable position of having to recoup debts owed to them by consumers to maintain profitability, and this is likely to increase in 2018. Collecting debts can be managed in two ways: the first...