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...
Vox delivers hosted contact centre solution
Vox, is partnering with Ocular Technologies to deliver O!Connect, a hosted contact centre solution for small to mid-sized businesses. Natalie van der Merwe, senior product manager: telephony at Vox, comments: "A contact centre solution built specifically for the...
Offshore contact centre boosts SA jobs
Local employment levels will receive a welcome boost of 84 new jobs, thanks to the launch of an offshore contact centre in South Africa. Silver Top Taxis in Australia, in partnership with Merchants, has launched the new customer service operation in a bid to...
Avaya and Afiniti bring AI to the contact centre
Avaya Holdings and Afiniti, a provider of AI-based behavioral pairing solutions, have announced a strategic partnership to improve enterprise customer experience and contact centre performance by integrating artificial intelligence (AI) into contact center routing...
Is your interaction recording system costing you in court?
Company board members and managers have a fiduciary responsibility to their organisation to evaluate and manage risk. For the most part, this is done effectively. However, the risks associated with contract security, particularly those that are undocumented, can often...
Chatbots to be the differentiator
As South African customers increasingly avoid call centres and emails in favour of using more immediate digital communication channels, local companies - especially in the retail and services sector - will need to look toward intelligent chatbots to set them apart...