Chatbots can improve workflows in the ‘new normal’

Consumer behaviours and expectations are constantly evolving. By Andrew Bourne, regional manager: Africa at Zoho Corporation Today, people expect a high level of interactivity with the brands they deal with, whether it's a compliment, concern, complaint, or question...

The role of chatbots in an uncertain society

From single-purpose programmes that respond to common consumer queries to advanced digital assistants that evolve as they process information, chatbots – or conversational agents – are becoming increasingly popular and utilised by businesses to deliver proactive and...

Infobip launches Conversations to enable connected customer experiences

Conversations, a new contact centre solution enabling businesses to integrate the world's most popular communication channels, has been launched by Infobip. Conversations is the scalable digital cloud contact centre solution that enables businesses to deliver...

Public-private collaboration creates global advantage for SA

It would be convenient to believe that the South African Global Business Services (GBS) sector is streaking across the global outsourcing landscape as the new darling for offshore locations. By Andy Searle, CEO of BPESA This is not surprising as, last month, South...