Aug 13, 2024
Despite being the coal face of business-consumer contact, call centres have long struggled to offer personal customer experience. Virtual agents may finally solve the problem, combining powerful data and language processing models with adaptable personas to deliver a...
Jul 26, 2024
Business process outsourcing (BPO) is a growth industry with many opportunities for young people to find sustainable, long-term employment opportunities regardless of their educational background. By Peter Andrew, CEO of CCI South Africa This is not a myopic industry...
Jul 16, 2024
South Africa has evolved into a global hub for business process outsourcing (BPO), offering a wide range of services including IT support and software development. With the BPO industry growing at an annual rate of 22% over the last four years, South Africa presents a...
Jun 25, 2024
“I’m sorry Dave, I’m afraid I can’t do that.” For decades, that immortal line from 2001: A Space Odyssey was what people imagined voice-powered artificial intelligence (AI) would be like. As technology advanced, we got more sympathetic...
Jun 24, 2024
Youth are the active drivers of technology adoption and innovation, often being the first to embrace new developments, and thus setting trends and encouraging businesses to incorporate such advancements. By Lerato Bojabotseha, customer growth executive at Infobip...
May 20, 2024
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...
