Travelstart deploys Interactive Intelligence solution
Travelstart has begun deploying the Interactive Intelligence PureCloud Engage solution to transform its customer communications. PureCloud Engage is an omnichannel customer engagement cloud solution based on microservice architecture running atop Amazon Web Services....
DSG wins at BPeSA Awards 2016
Digital Solutions Group (DSG) - a market leader in on-demand customer experience management - received the accolade for Best Domestic Outsourced Contact Centre at the BPeSA 2016 national awards ceremony hosted in Cape Town over the weekend. These awards connect the...
How can contact centres remain relevant?
The way we do business is changing, writes Sadiq Munshi, product development: cloud solutions at Jasco Enterprise. This change is not driven internally by businesses or organisations, but by the customers themselves. It is a radical change, with far-reaching...
DSG, Maharishi Institute collaborate on expansion
Digital Solutions Group (DSG), a leader in customer experience management, has formed a joint venture including a Black-Economic Empowerment deal with the Maharishi Institute. The partnership is set to ensure that DSG not only significantly expands its contact centre...
Big data opportunities in the call centre
The call centre industry is once again undergoing a seismic shift thanks to the evolution of technology -- specifically, that of the cloud and big data, writes Andre le Roux, Interactive Intelligence MD, Africa region. The cost of cloud computing has dramatically...
Independent researcher puts Verint on top
Verint Systems has been named a leader in the new Forrester research report, "The Forrester Wave: Workforce Optimization Suites, Q3 2016", published August 31, 2016. Forrester evaluated Verint Workforce Optimization (WFO), an integral part of the company's Customer...
Opportunities for big data in the call centre
The call centre industry is once again undergoing a seismic shift thanks to the evolution of technology -- specifically, that of the cloud and big data, writes Andre le Roux, MD of Interactive Intelligence: Africa Region. The cost of cloud computing has dramatically...
DSG & Nandos win in the 2016 CCMG awards
Digital Solutions Group (DSG), a market leader in on-demand customer experience management, secured the win in the hotly contested Best Outsourced Partnership Category at the 2016 Annual CCMG Awards. The company was also a finalist in the Best Contact Centre category...
Horses for courses’ when migrating a contact centre to the cloud
The rapid growth of data speeds and connectivity options in South Africa have enabled local businesses to take advantage of cloud solutions, and many companies are doing just that, writes Sadiq Munshi, product development manager at Jasco Enterprise. Contact centres,...
Software can analyse conversation
Verint Systems has announced enhancements to its Real-Time Speech Analytics solution. The software, which leverages conversational indicators and analyses customer calls as they unfold, enables organisations to take a proactive approach to identifying opportunities to...
How to choose the right contact centre provider
One of the keys to great customer satisfaction is a company's ability to react to their customers' needs quickly and effectively, writes Andre Deetlefs, executive manager for lines of business at Jasco. Fast access to everything means that customers demand nothing...
How would you like interaction recording delivered?
Consider the last time you took out vehicle insurance or a medical aid policy. Chances are, you did so over the phone or online, rather than sitting down with a broker over tea as, perhaps, your grandparents did. We live in an age where more and more business is...