TransUnion opens global capability centre

TransUnion has announced the opening of a new Global Capability Centre in South Africa to provide support to clients around the world, creating numerous new jobs in the process. The new virtual centre, which will be headed by veteran business process outsourcing (BPO)...

Clickatell launches Chat Desk

Clickatell has launched Chat Desk, a digital contact centre solution that helps agents resolve customer queries and obtain customer insights in real-time using chat channels for live agent support. The solution addresses the growing consumer demand for easy and...

Genesys Cloud now on AWS Markerplace

Genesys Cloud is now available in AWS Marketplace, a digital catalogue with thousands of software listings from independent software vendors. With the availability of Genesys Cloud in AWS Marketplace, customers can benefit from simplified sourcing and contracting as...

AI and robotics: the future of call centres

With customer experience considered a significant factor in driving customer loyalty and retention, companies must do more to ensure their call centres are up to the task. This is where innovative technologies such as artificial intelligence (AI) and robotic process...

Lufthansa InTouch bullish about SA’s BPO prospects

Lufthansa InTouch, the customer service network of the Lufthansa Group, has marked a 20-year milestone in South Africa. Acting as a central touchpoint between airlines, passengers and aviation businesses, the Cape Town office was one of the first international...