Business is now ready for voice
Open your phone's email or messenger app and start a new message. But don't type. Instead, tap the small microphone icon on the keyboard. Now you can simply dictate the message. By One Channel CEO Bernard Ford It's not perfect but works astoundingly well. Yet what you...
It’s good to talk even in a high-tech world
When we think of industries obsessed with customer experience, we often think about travel, retail or even retail banking. By Roger Woodend, director: media and technology at BT Industries that rely on positive reviews or face competitive landscapes. But, in reality,...
Saicom adds intelligent virtual agent
Saicom Voice Services has launched an intelligent virtual agent offering to automate common interactions between its clients and their customers. Developed by Inference Solutions and integrated across its Broadsoft platform, the virtual agent platform allows Saicom to...
Why SA remains a BPO destination of choice
In 2007 South Africa was identified as one of the world's upcoming business process outsourcing (BPO) destinations of choice. Now, 12 years' on, does this still ring true? Jacques de Beer, CEO of Talksure, an international contact centre located in Umhlanga, says:...
DataVoice sees international success
Johannesburg-based DataVoice - an original equipment manufacturer (OEM) of interaction recording and management solutions - is looking at international expansion to offset the harsh realities of the local market and plans to continue to unlock growth by specifically...
Managed service provides hyper-personalised collections
Current debt collections procedures often produce small returns on investment in large call centres, exacerbated by SMS costs, and protracted action plans. "Looking at the collections cascade from probability of contact to probability of payment, right-party-connect...
First integrated inbound-outbound call centre platform for SA
Jasco has successfully implemented the first Proactive Outreach Manager (POM) call centre platform in South Africa that integrates outbound and inbound call capabilities. The POM platform was developed by one of the world's pioneers in global business...
Mobile technologies’ growing role in BPO
Business process outsourcing (BPO) has long since played a role in cutting costs for businesses. An 'on and off again' trend, BPO is now facing what industry specialists call a 'technology enabled transformation'. Cassie Lessing, MD of Strato IT Group, says that...
RCS offers always-on service with chatbot
Registered financial service provider RCS has launched their own chatbot, an omnichannel artificial intelligence (AI) solution created for customer communication and satisfaction. The chatbot is a tool allowing RCS to learn more about its customers through the...
Avaya named a Magic Quadrant leader
Avaya Holdings has been positioned as a Leader in the 2018 Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide, marking the 17th time it has been in the position. Companies in the Leaders quadrant of the Gartner Magic Quadrant are defined as "companies...
Customer self-service trend continuing to grow
The rise of artificial intelligence and the disruption it's initiating to all industries and individuals is a topic that cannot be escaped. While some doubt over these technologies is present, the vast majority understand the impact it can have and one area where this...
Global kudos for Harambee’s contact centre
Harambee Youth Employment Accelerator has been named a global trailblazer in customer experience innovation, receiving the CX Game Changer Award by Genesys. Almost 100 nominations were received from around the world and vetted by an executive panel of judges and...