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...
2017 trends in the voice recording industry
Voice recording is old hat; the new term is “interaction recording”. As more companies journey further down the road to paperless processes, where multi-channel personalised interactions with customers are a competitive requirement, having an easily accessible record...
Avaya helps midsize businesses raise the bar
Avaya has announced a new version of the company '' s contact center platform that enables midsize businesses to rise above the competition by offering an omnichannel customer experience. Avaya IP Office Contact Center 10 is a true, end-to-end solution with the...
Manage contact centre pressure with gamification
Contact centres need all the help they can get during the busy peak season, and gamification could be the answer. Bruce von Maltitz, contact centre technology expert and co-founder of 1Stream, says business contact centres are often the first port of call for...
BPS continues to attract offshore investment
Contributing R50-million to the national GDP and providing employment for approximately 215 000 people, South Africa's Business Process Services (BPS), previously known as the Business Process Outsourcing (BPO) sector, and contact centre industry is one of the...
parnters deliver compliant cloud-based call recording
CallCabinet and virtual PBX platform wholesaler Contineo Virtual Communications have combined forces to offer the local channel a plug-and-play compliant call recording solution for the enterprise market, based on CallCabinet's cloud-based Atmos. Laurent Pieton,...