Xerox ConnectKey ‘Call Me Back’ app boosts efficiency
Bytes Document Solutions (BDS), Xerox's authorised distributor in sub-Saharan Africa, has announced the release of the Xerox ConnectKey app, known as 'Call Me Back'. The 'Call Me Back' app is the latest addition to the Xerox App gallery which is available on all Xerox...
Keep productivity in call centres up this festive season
The lead up to the holiday season can be daunting for those in the retail industry, particularly for contact centres who bear the brunt of the increased workload, and often heightened tempers. While managing this period might seem overwhelming to the staff and...
Defy SA opens high-tech call centre
Defy South Africa has opened a new national call centre in Hermanstad, Pretoria West, featuring realtime response software supported by a dedicated team of 28 agents. "We have integrated software which ensures that calls are directly linked to all branches on a live...
Aspect Software wins Ventana innovation award
Aspect Software, a leading provider of fully-integrated consumer engagement, workforce optimisation, and self-service solutions has announced that Aspect Via is a 2016 Ventana Research Technology Innovation Award winner for Customer Excellence. The Ventana Research...
Ucloud and Avaya debut contact centre-as-a-service
Avaya and Ucloud, China's largest independent public cloud provider, today announced the launch of A Cloud, a contact centre-as-a-service (CCaaS) solution. A Cloud allows customers to deploy contact centre operations in the cloud rapidly and cost-effectively, helping...
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...