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...
Merchants opens second Vodacom customer service centre
With the opening of its Vodacom contact centre in Cape Town, leading South African BPO provider, Merchants, can now claim the title of longest standing partner and largest contact centre provider in South Africa. With the addition of this centre, Merchants is now...
Non-voice technologies save contact centres time, money
Non-voice technologies can help contact centres increase efficiencies and reduce costs, writes Andre le Roux, Interactive Intelligence MD: Africa Region. Non-voice channels within the contact centre are rapidly edging into the territory once dominated by voice...
Contact centre professionalism drives experience
A massive 91% of South African organisations view Customer Experience (CX) or the contact centre as a competitive differentiator (2016 Dimension Data Global Contact Centre Benchmarking Report) so it comes as no surprise that organisations, across different industries,...
Security considerations for every call centre
With any IT infrastructure within a contact centre comes risk. And while this risk should not paralyse operations, it should be investigated carefully and practically to find the safest and most appropriate solution. According to Jed Hewson, co-founder of cloud-based...
Teleforge cuts communication costs
Teleforge Communications, a company providing a range of solutions to debt collection companies, including call centre solutions, has embarked on a new price war and drastically reducing communications costs for customers. Due to Teleforge's number of call centres...
Why the future is bright for chatbots
If you have been following technology events over the past couple of months, you may well think that chatbots have taken over the world, writes Stephen Ball, senior vice-president: Europe and Africa at Aspect Software. In April 2016, Facebook announced chatbot...
Reasons to outsource cloud-based call centres
Whether it stems from our desire to remain in control or the often inherent mistrust of outsourcing services, many businesses prefer keeping departments in-house. But when looked at from a different perspective, it becomes clear that to manage specialist technology,...