Avaya elevates customer engagement with Edify acquisition

Avaya’s recent acquisition of Edify is a strategic move, capitalising on the evolving dynamics of customer experience. This acquisition not only positions Avaya to cater to the growing demand for proactive, relationship-oriented customer engagement, but also...

Could AI change how contact centres do multilingual support?

Here’s a challenge: phone the contact centre for your bank or insurance provider and see how many language options you get. By Ryan Falkenberg, co-CEO of Clevva In South Africa, besides English, you’ll probably get one or two at most. And while those...

Talking to chatbots sucks – but it doesn’t have to

Most chatbots suck. For years, industry mavens promised that they would fundamentally transform customer service, writes By Ryan Falkenberg, co-CEO of Clevva. Unlike human agents, the thinking went, chatbots are available 24/7 and, because companies pre-populate their...

CCI SA opens a new contact centre in Umlazi

CCI South Africa has opened its new Umlazi contact centre at Umlazi Mega City, marking the first contact centre opened in a township for the company. Umlazi is the biggest township in KwaZulu-Natal, with nearly half a million residents. Because of the high costs of...

These things should be standard in your VoIP system

Very little is certain in the world of business. That quickly becomes apparent to anyone who’s ever started a business or even reached the executive level in a company. There are, however, things that all businesses should be able to take for granted. That...