Virtual agents can help nail hyper-personalisation
Despite being the coal face of business-consumer contact, call centres have long struggled to offer personal customer experience. Virtual agents may finally solve the problem, combining powerful data and language processing models with adaptable personas to deliver a...
Telviva wins at CEM Africa 2024
Telviva has been awarded 'Best Enterprise Contact Centre Platform' at the 2024 CEM Africa Awards for its Managed Contact Centre as a Service, offering businesses a seamless and efficient way to manage their customer interactions across multiple communication channels....
Professionalising skills in the BPO sector will promote growth
Business process outsourcing (BPO) is a growth industry with many opportunities for young people to find sustainable, long-term employment opportunities regardless of their educational background. By Peter Andrew, CEO of CCI South Africa This is not a myopic industry...
How to unleash SA’s BPO potential
South Africa has evolved into a global hub for business process outsourcing (BPO), offering a wide range of services including IT support and software development. With the BPO industry growing at an annual rate of 22% over the last four years, South Africa presents a...
Voice-powered AI fast becoming an indispensable business tool
"I'm sorry Dave, I'm afraid I can't do that." For decades, that immortal line from 2001: A Space Odyssey was what people imagined voice-powered artificial intelligence (AI) would be like. As technology advanced, we got more sympathetic portrayals of voice-powered AI...
Chatbots empower digital natives
Youth are the active drivers of technology adoption and innovation, often being the first to embrace new developments, and thus setting trends and encouraging businesses to incorporate such advancements. By Lerato Bojabotseha, customer growth executive at Infobip...
Avaya elevates customer engagement with Edify acquisition
Avaya's recent acquisition of Edify is a strategic move, capitalising on the evolving dynamics of customer experience. This acquisition not only positions Avaya to cater to the growing demand for proactive, relationship-oriented customer engagement, but also aligns...
Unforeseen volume spikes don’t have to be a risk for the contact centre
Every contact centre experiences query spikes from time to time. For the most part, however, those spikes can be planned for. By Ryan Falkenberg, co-CEO of Clevva In the retail space, for example, contact centres can expect massive spikes around big shopping periods...
AI-powered virtual agents could bolster the BPO sector
The introduction of AI-powered virtual agents is not expected to impact the number of jobs in South Africa's business process outsourcing (BPO) industry. In fact, industry players believe that AI will only bolster the strengths that have earned the country its...
Vertiv launches free online tool to streamline data centre planning and design
Vertiv has unveiled a new tool designed to transform and simplify the configuration of prefabricated modular (PFM) data centres. Available now in Europe, Middle East and Africa (EMEA), the Vertiv Modular Designer Lite is a user-friendly, web-based application aimed at...
Could AI change how contact centres do multilingual support?
Here's a challenge: phone the contact centre for your bank or insurance provider and see how many language options you get. By Ryan Falkenberg, co-CEO of Clevva In South Africa, besides English, you'll probably get one or two at most. And while those options cover...
Talking to chatbots sucks – but it doesn’t have to
Most chatbots suck. For years, industry mavens promised that they would fundamentally transform customer service, writes By Ryan Falkenberg, co-CEO of Clevva. Unlike human agents, the thinking went, chatbots are available 24/7 and, because companies pre-populate their...