How would you like interaction recording delivered?

Consider the last time you took out vehicle insurance or a medical aid policy. Chances are, you did so over the phone or online, rather than sitting down with a broker over tea as, perhaps, your grandparents did. We live in an age where more and more business is...

Non-voice technologies save contact centres time, money

Non-voice technologies can help contact centres increase efficiencies and reduce costs, writes Andre le Roux, Interactive Intelligence MD: Africa Region. Non-voice channels within the contact centre are rapidly edging into the territory once dominated by voice...

Contact centre professionalism drives experience

A massive 91% of South African organisations view Customer Experience (CX) or the contact centre as a competitive differentiator (2016 Dimension Data Global Contact Centre Benchmarking Report) so it comes as no surprise that organisations, across different industries,...

Security considerations for every call centre

With any IT infrastructure within a contact centre comes risk. And while this risk should not paralyse operations, it should be investigated carefully and practically to find the safest and most appropriate solution. According to Jed Hewson, co-founder of cloud-based...

Why the future is bright for chatbots

If you have been following technology events over the past couple of months, you may well think that chatbots have taken over the world, writes Stephen Ball, senior vice-president: Europe and Africa at Aspect Software. In April 2016, Facebook announced chatbot...

Reasons to outsource cloud-based call centres

Whether it stems from our desire to remain in control or the often inherent mistrust of outsourcing services, many businesses prefer keeping departments in-house. But when looked at from a different perspective, it becomes clear that to manage specialist technology,...