Aspect debuts dynamic development for self-service
Aspect Software, a cloud provider of fully-integrated consumer engagement, workforce optimisation, and back-office solutions, announced the release of Aspect CXP 15 (Customer Experience Platform). The release adds advanced integration with Aspect's consumer engagement...
Audit: a key step toward a world class contact centre
Structured and formalised contact centre assessment, audit and benchmarking can leave 'blood on the floor', but it's critical in helping contact centres move toward world class status writes Chris Bell, Territory Manager at Interactive Intelligence. A benchmarking...
Compelling reasons why outsourcing telesales makes sense
From banks to insurance underwriters, telesales stands out as one of the most successful sales channels in the insurance industry. The 2014 Reinsurance Group of America (RGA) SA Bancassurance survey shows that call centres are one of the key channels for...
Avaya offers SMEs hybrid cloud
Avaya has announced its first complete, multichannel unified communications and contact centre cloud offers targeted for the midmarket. Avaya Midmarket Cloud solutions are two flexible deployment options, enabling Avaya channel partners to seamlessly evolve midsize...
Overcome contact centre cloud security fears
Although an increasing number of southern African contact centres are moving into the cloud, many more are still grappling with the decision "to cloud or not to cloud?". Ebrahim Dinat, chief operating officer at South African contact centre solutions provider, Ocular...
Opening up the contact centre market
The concept of the contact centre has evolved dramatically over the decades, from manually operated switchboards to automated call distribution and on to the PABX that has enabled anything from local enterprise huge multinational corporations to centralise customer...
Ensure a positive experience in the contact centre
Jim Freeze, senior vice-president of Aspect Software, offers five tips for customer service success. Most of us will have been at the receiving end of bad customer service, and it is normally something that you do not forget too quickly. However, it may not purely be...
Gartner recognizes Verint in new Magic Quadrant
Verint Systems has achieved the highest and furthest overall position for its ability to execute and completeness of vision in the new Magic Quadrant for Customer Engagement Center Workforce Optimization (WFO) report by research and advisory firm Gartner. This...
Update your contact centre technology with digital
The business case is very simple: without digital technology you can't thrive, writes Richard Melrose, technology director at Merchants. The boardroom discussion about updating contact centre technology very often misses the point as there shouldn't really be any...
Turn your service desk into an operational asset
Your service desk should be driving productivity and helping to establish an organisation-wide customer focus rather than lurking sullenly among your cost centres. By Sandra Galer, consulting director at Merchants In an era in which efficiency and customer experience...
Digital transformation is key contact centre focus
Customer experience is the last source of sustainable differentiation in a battle for the next generation digital consumer, and the only way for contact centres to rise to this challenge is through digital transformation, says Interactive Intelligence. Deon Scheepers,...
Teleforge signs with TaskFlow in diversification drive
Specialised call centre solutions provider, Teleforge Communications, has signed a business partnership deal with Task Flow that will enable it to diversify its service offerings beyond voice solutions for call centres. TaskFlow develops task-based process and...