DSG wins gold at the 2021 Contact Centre World Awards

Digital Solutions Group (DSG) has ranked as the top performer and gold award winner for the Best Outsourcing Partnership Europe, Middle East, and Africa in the 2021 Contact Centre World Awards. Now in its 16th year, the ContactCenterWorld.com Global Association has...

Capitec migrates client care and helpdesk call centres to the cloud

Capitec, South Africa’s leading digital bank with over 15 million banking clients, had an urgent need to migrate their client care and helpdesk call centres to the cloud. Circumstances did not allow for a traditional cloud migration project (that could take...

Leroy Merlin integrates WhatsApp contact centres

Global communications company Infobip, together with illation, has been selected to provide a WhatsApp for Business Application Programme Interface (API) and chatbot solution for Leroy Merlin’s contact centre. The collaboration and joint implementation allow...

Clickatell launches chat commerce workflow builder

Clickatell has launched Chat Flow, a new product that enables organisations to easily create, edit, test, and manage chat commerce communications across multiple channels. With Chat Flow, companies deploy turnkey user experiences with little or no-code requirements...

Compliant call recording unlocks business benefits

While almost everyone has heard the phrase: “This call may be recorded for quality control purposes,” while waiting to speak to a business service representative or call centre operator, businesses are starting to appreciate that the effective and...

Sector innovation creates work from home call centre jobs

No single organisation – whether government, corporate or civil society – can solve South Africa’s unemployment crisis alone. With nearly two-thirds (63,2%) of the country’s young people not in work or education, a co-ordinated effort is...