Key considerations for contact centre investments

Technology investments into cloud, contact centre and process have become critical to business success. These solutions allow for organisations to improve the way they interact with customers, improve experiences, and proactively manage processes and systems. They are...

Chatbots could become the front line of banking service

This year has seen the rapid acceleration of the Work from Home (WFH) model as businesses rushed to accommodate the need for social distancing and reduced interpersonal contact. By Harkrishan Singh, director, application development at In2IT For the banking industry,...

Shifting collaboration to the cloud post-Covid

As the 'Covid effect' continues to accelerate the transition to the cloud, businesses need to put in place a deployment or migration strategy to ensure business as usual. Anne-Meine Gramsma, chief commercial officer at ContactCenter4All, discusses the case for...

Pandemic impacts South Africa’s uptake of CCaaS

The ongoing Covid-19 pandemic that is pushing businesses to rapidly reinvent the way they operate is an additional driving force for the uptake of contact centre as a service (CCaaS) in South Africa, putting the future of the traditional contact centre model under...