Aug 30, 2016
Verint Systems has announced enhancements to its Real-Time Speech Analytics solution. The software, which leverages conversational indicators and analyses customer calls as they unfold, enables organisations to take a proactive approach to identifying opportunities to...
Aug 12, 2016
With the opening of its Vodacom contact centre in Cape Town, leading South African BPO provider, Merchants, can now claim the title of longest standing partner and largest contact centre provider in South Africa. With the addition of this centre, Merchants is now...
Jul 12, 2016
Teleforge Communications, a company providing a range of solutions to debt collection companies, including call centre solutions, has embarked on a new price war and drastically reducing communications costs for customers. Due to Teleforge’s number of call...
Jun 17, 2016
Mithum Singh, head of workforce planning at Merchants, has won the Best Workforce Planning Award for EMEA category at the 2016 ContactCentreWorld Top Ranking Performers Awards in London. Now in its 11th year, the awards recognise the best professionals, teams and...
Jun 8, 2016
Aspect Software has announced the general availability of Aspect EQ Workforce Optimisation (WFO) 8.2. Enhancements include new gamification features, highly accurate labor forecasting for non-voice channels, and tighter integration among WFO components to keep the...
Jun 2, 2016
Interactive Intelligence Group has been positioned as a Leader in the Gartner 2016 Magic Quadrant for Contact Centre Infrastructure, Worldwide. “This is our eighth consecutive time positioned as a Leader in the Gartner Magic Quadrant for Contact Centre...
