Genesys integrates with Skype For Business

Jun 8, 2015

Genesys has announced an integration with Skype for Business to deliver best-in-class customer engagement, contact centre and unified communication solutions all from one single place: the Genesys Customer Experience Platform. Genesys is one of the first enterprise-class contact centre solutions providers to achieve a native integration with Skype for Business using the Unified Communications Managed API, part of the Skype Developer Platform.

WFM software optimises contact centres

May 19, 2015

Today’s consumers are more demanding than ever; exposed to an array of options and providers for all facets of their daily lives, and with switching providers becoming easier, keeping your customers happy is a major priority for any business. Within this fast-paced...

CallCabinet signs with ECN

Apr 22, 2015

CallCabinet South Africa has signed a deal with Electronic Communications Network (ECN), a division of JSE-listed Reunert, to incorporate CallCabinet’s powerful and compliant voice logging technology as part of its telecoms solutions. ECN is a national next generation...

Childline rolls out Bytelogix solution

Apr 21, 2015

Bytelogix has been commissioned by MTN SA Foundation to provide a call routing solution for Childline’s emergency call centre service. The solution will use Bytelogix’ Dynamic Call Routing (DCR) application and an integrated SIGTRAN stack. Childline’s...

New switch from Alcatel-Lucent

Apr 15, 2015

The new Alcatel-Lucent OmniSwitch 6900-Q32 platform brings higher performance and scalability to the Enterprise network with innovative Intelligent Fabric technology. As part of Alcatel-Lucent Enterprises out-of-the-box solution, Intelligent Fabric technology brings...

Blended diallers drive efficiencies

Mar 17, 2015

Contact centres, especially outsourced ones that provide services to a multitude of customers, face the challenge of balancing resources and technology between the two main types of service – inbound and outbound, says Marco van Biljoen, executive head: Gauteng and...