Leroy Merlin integrates WhatsApp contact centres

Global communications company Infobip, together with illation, has been selected to provide a WhatsApp for Business Application Programme Interface (API) and chatbot solution for Leroy Merlin's contact centre. The collaboration and joint implementation allow Leroy...

Chatbots: the solution to SA’s service delivery woes?

Finance Minister Tito Mboweni recently said that communities and businesses are becoming increasingly intolerant of municipalities that can neither deliver basic services nor conduct their administration effectively. With lack of employee capacity being one of the...

You hate robocalls for the wrong reasons

Think back to your favourite robocall experience. You probably don't have one. By JD Engelbrecht, MD of Everlytic Last week, at a dinner party, I asked the guests to recall their favourite robocall experiences. It was interesting and thrilling...not quite...nobody...

VoIP, cloud-based contact centres could enable SA’s BPO sector

South Africa has been a major destination for global business services -- often called business process outsourcing (BPO) -- for a few years now. In particular, the country has steadily climbed the ranks when it comes to contact centre operations. Among the factors in...