Chatbots enable a better customer experience

The local contact centre industry is thriving and has seen substantial growth over the last four years, as South Africa became an enticing destination for offshore business. By Emmanuelle Salon, business development manager: telcos – South Africa at Wipro...

Data centres can be efficient and green

As the need for data centres continues to grow, this places a tremendous amount of pressure on the electrical power utility providers. In a typical data centre, which requires vast amounts of clean, uninterruptible power, power usage can range from a few kilowatts to...

Business is now ready for voice

Open your phone’s email or messenger app and start a new message. But don’t type. Instead, tap the small microphone icon on the keyboard. Now you can simply dictate the message. By One Channel CEO Bernard Ford It’s not perfect but works astoundingly...

It’s good to talk even in a high-tech world

When we think of industries obsessed with customer experience, we often think about travel, retail or even retail banking. By Roger Woodend, director: media and technology at BT Industries that rely on positive reviews or face competitive landscapes. But, in reality,...

Why SA remains a BPO destination of choice

In 2007 South Africa was identified as one of the world’s upcoming business process outsourcing (BPO) destinations of choice. Now, 12 years’ on, does this still ring true? Jacques de Beer, CEO of Talksure, an international contact centre located in...

First integrated inbound-outbound call centre platform for SA

Jasco has successfully implemented the first Proactive Outreach Manager (POM) call centre platform in South Africa that integrates outbound and inbound call capabilities. The POM platform was developed by one of the world’s pioneers in global business...