SA ups cloud adoption, says Aspect
A recent study conducted by The Software Alliance, also commonly referred to as the BSA, found that South Africa has drastically improved and strengthened its position in the global ranking with regards to its cloud computing policies. South Africa moved six places up...
Improved workforce efficiency with Aspect
Aspect Software has announced the general availability of Aspect EQ Workforce Optimisation (WFO) 8.2. Enhancements include new gamification features, highly accurate labor forecasting for non-voice channels, and tighter integration among WFO components to keep the...
Interactive Intelligence in the Magic Quadrant – again
Interactive Intelligence Group has been positioned as a Leader in the Gartner 2016 Magic Quadrant for Contact Centre Infrastructure, Worldwide. "This is our eighth consecutive time positioned as a Leader in the Gartner Magic Quadrant for Contact Centre Infrastructure,...
CallCabinet teams up with Vodia Hosted PBX
CallCabinet, with its Atmos call recording solution, has teamed up with Vodia, the company that pioneered multi-tenant PBX, to provide a cloud-based solution for every firm that needs to record calls for training, dispute resolution, regulatory compliance or security....
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...