Jasco launches virtual hosted contact centre
Jasco, a company that delivers end-to-end best-of-breed solutions across the entire ICT value chain, has launched it's Hosted Virtual Contact Centre solution. The solution provides customers with access to a world-class contact centre solution, connectivity to the...
Aspect adds workforce chatbot
Aspect Software has announced Aspect Mila, a new interactive assistant that redefines how contact centre supervisors and agents interact with workforce applications and each other. Aspect Mila is an integration of Aspect® CXP and Aspect natural language understanding...
Aspect Software announces Aspect Via
Aspect Software has announced Aspect Via, a comprehensive, cloud customer engagement centre (CEC). Aspect Via delivers a complete set of native customer service capabilities, designed to integrate into the larger customer-driven enterprise. Based entirely on proven...
Making blended contact centres successful
The risk of having an outsourced contact centre is having agents idle during periods of low demand. Every second that employees are sitting around waiting for a customer to get in touch means the loss of revenue. So how does a contact centre address this challenge in...
Edwardian Hotels London offers Aspect’s virtual host
Edwardian Hotels London has launched a new 'virtual host' service to its hotel guests, designed by Aspect Software. The artificially intelligent service, called 'Edward', is designed to deliver exceptional experiences for guests who prefer digital brand interaction....
What social media means for contact centres
The social media landscape has evolved drastically in recent years with the ability to remotely access internet on the go. These advancements have changed how social media is perceived as it is no longer viewed as just a platform for advertising and marketing but...
Interactive Intelligence wins with Frost & Sullivan
Based on its recent analysis of cloud-based solutions for the South Africa contact centre market, Frost & Sullivan has recognised Interactive Intelligence with its Product Leadership Award. Interactive Intelligence's latest cloud offering - PureCloud Engage - is...
Call centres pivotal to day-to-day
The local call centre industry continues to grow and is now a significant platform for corporate sales, service and support, with an increasing number of multinationals relying on South Africa as their destination for call centre operations. This is according to...
Why chatbots won’t replace humans
Fear mongering is everywhere, in every industry. And most recently, the contact centre has experienced its own dose of this with the announcement that Facebook will be making use of chatbots via Messenger to deal with customer queries. The concern, of course, is that...
Aspect leads the chatbot revolution
Aspect Software has announced an initiative to accelerate consumer brand transactions and interactions through Facebook Messenger. New research from Aspect Software shows burgeoning consumer demand for messaging-based brand interactions. The Aspect Consumer Experience...
How to deal with a brand crisis caused by poor customer service
Brand crises are a harsh reality for all organisations. Dealing with them is not becoming any easier. Instead they have become complex tasks that require constant supervision. We live in a digital world and social media is often the catalyst that fuels brand crises,...
The importance of investing in happy agents
"A happy employee equals a happy customer", is a phrase commonly uttered in business. But is it always adhered to? The work environment certainly matters in the satisfaction of employees (just ask them), which is why it is peculiar when organisations place their call...