AI is redefining the contact centre as a conversational experience hub
In 2026, contact centre leaders are being pulled in two directions at once, writes Lauren Potgieter, country manager of Infobip South Africa. Executives are demanding AI‑driven efficiencies, while customers expect more human, empathetic support than ever. The only way...
Voice bots with hearts: building the data foundation for AI that actually listens
What are the many AI voice bots that are about to start helping companies with customer engagement actually going to say? For all the hype and buzzwords around AI, what really counts is everything behind the voice. By Bruce von Maltitz, CEO of 1Stream There’s a...
Building the data foundation for AI that actually listens
What are the many AI voice bots that are about to start helping companies with customer engagement actually going to say? For all the hype and buzzwords around AI, what really counts is everything behind the voice, writes Bruce von Maltitz, CEO of 1Stream. There’s a...
The voice bots with hearts …
What are the many AI voice bots that are about to start helping companies with customer engagement actually going to say? For all the hype and buzzwords around AI, what really counts is everything behind the voice writes Bruce von Maltitz, CEO of 1Stream. There’s a...
The real retention fix for call centres means adding actual value
Staff churn is an ongoing challenge across the business process outsourcing (BPO) industry, especially in call centres where long shifts and constant performance pressure are part of daily operations. By Lushan Sundram, senior sales and business development manager at...
SMS still an essential communication channel in a digital-first world
In an era of advanced messaging apps and rich digital experiences, SMS remains one of the most fundamental layers of customer communication. It's the channel that works when everything else requires a download, a data connection, or an app account. By Mirza Bukva,...
Should managed services be engineering-led or helpdesk-led?
As enterprises become increasingly dependent on always-on digital platforms, the role of managed services is undergoing a critical shift. What was once seen as a support function is now a determinant of operational resilience, business continuity, and executive...
How AI is humanising the contact centre
Artifical intelligence (AI) can provide the answer to agent burnout, deliver contextual customer information and help agents to deliver a deeply personalised experience, writes Fikile Sibiya, CIO at e4. The rise of AI has significantly impacted business sectors of all...
Trust is what will make or break AI voice agents
South African businesses are showing real interest in AI voice agents, and for good reason. By Bruce von Maltitz, CEO of 1Stream The technology has come a long way and can now respond quickly, hold more natural conversations and create a better, locally relevant...
Why AI voice agents are being met with open arms
For years, the South African contact centre industry has been building the foundations of digital customer service, writes Bruce von Maltitz, CEO of 1Stream. While the traditional automated systems that aided them have served us well, we have now reached a massive...
Voice is the new VIP channel for business
In a technology landscape increasingly dominated by automated agents and chatbots, the humble telephone call was predicted to become obsolete. However, as we settle into 2026, South African businesses are finding the opposite to be true. According to Nic Laschinger,...
AI in the contact centre: from efficiency to empathy
The future of the contact centre is not about replacing people with technology, but empowering them. According to Sasha Slankamenac of Dariel Software, AI is shifting customer service from efficiency-driven performance to empathy-focused engagement. With AI copilots...