XDSL extends into New Telco SA data centre
New Telco SA's carrier-neutral Midrand data centre has been selected by Internet service and premier fibre provider, XDSL, as a Point of Presence on their rapidly expanding network. The data centre provides XDSL with the ideal platform to further extend their reach...
Transform the call centre with social media
Digital technology is fast transforming the service providers and communications contact centre industry. Social media engagement has already risen by 23% and phone transactions handled by call centres has dropped by 12%, according to Dimension Data's 2016 Global...
How chatbots will evolve into practical tools
With research showing that the number of new app downloads is slowing down, it's clear that customers are becoming pickier about the apps on their phones and tablets. The slowdown also points to a phenomenon of 'app fatigue' - we're getting tired of continually...
Technology trends shaping the contact centre
2016, a year that garnered endless negative press, brought significant economic and political upheaval, both in South Africa and internationally. And while these challenges put the local market under severe pressure, with many businesses being forced to downsize, the...
Customer service leaders should be a step ahead
The customer service landscape has become more complex than ever, with various communication channels being introduced. This has presented new methods of interactions between businesses and their customers. When a business is running a contact centre, there are...
CallCabinet reinvents call recording with Atmos PLUS
At the annual IT Expo in Fort Lauderdale, CallCabinet launched the newest enhancements to its flexible, cloud-based interaction system Atmos in the form of Atmos PLUS. The additions to CallCabinet's award-winning compliant call recording solution enable customers to...
Could your next chit-chat be with a chatbot?
We've all experienced the frustration: dialling call centres, waiting on line, listening to elevator music, having calls dropped, or patched through to other departments, only to finally speak to someone and then receive sketchy customer service, writes Dave Stevens,...
Aspect Software opens up enterprise chatbot
Aspect Software is making its Aspect Mila personal assistant chatbot available on leading workforce collaboration and messaging platforms such as Slack, Microsoft Teams and Facebook Workplace. Announced last year, Mila provides contact centre and enterprise employees...
A seamless, real-time experience on any channel
Ironically, yet advantageously, the rapid advancements in technology have created a less technical and more human contact centre (even in the absence of humans). "Contact centres are today enabled by fast responses, a plethora of communication channels and...
Cloud contact centres offer modular functionality
Technology underpins much of the functionality of any contact centre, from multi-channel communication methods and web-chat routing, to automated outbound dialling and interactive voice response, writes Andre Deetlefs, executive for lines of business at Jasco...
Does your contact centre speak Millennial?
Millennials and the technology-infused world, in which they live and work, are without a doubt creating a stir within the traditional customer engagement model. New, future-thinking models of engagement are needed if brands are hoping to claim their slice of the...
Training is the key to continued success in contact centres
As businesses, both large and small, become more digital and move into the world of online, the modern call centre is often the initial, and in some cases the single point of customer contact. But to ensure contact centre agents are equipped to provide a positive...