Sep 17, 2019
Helping young work-seekers change their lives for the better is all in a day’s work for Harambee contact centre agent Thapelo Kwenane, but his dedication and amazing results have seen him awarded international recognition and the title of CX Hero at the Genesys...
Jun 18, 2019
Saicom Voice Services has launched an intelligent virtual agent offering to automate common interactions between its clients and their customers. Developed by Inference Solutions and integrated across its Broadsoft platform, the virtual agent platform allows Saicom to...
Feb 12, 2019
Johannesburg-based DataVoice – an original equipment manufacturer (OEM) of interaction recording and management solutions – is looking at international expansion to offset the harsh realities of the local market and plans to continue to unlock growth by...
Feb 5, 2019
Current debt collections procedures often produce small returns on investment in large call centres, exacerbated by SMS costs, and protracted action plans. “Looking at the collections cascade from probability of contact to probability of payment,...
Jul 20, 2018
Registered financial service provider RCS has launched their own chatbot, an omnichannel artificial intelligence (AI) solution created for customer communication and satisfaction. The chatbot is a tool allowing RCS to learn more about its customers through the...
Jun 12, 2018
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...
