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...
Better equipped agents mean better customer service
Merchants, South Africa's longest standing and largest contact centre partner, has installed a 39-seat contact centre simulation centre at the Harambee Youth Employment Accelerator premises. The objective of the centre is to simulate real-life contact centre scenarios...
Aspect Software accelerates the race to replace legacy
For companies struggling to optimise their customer service workforce, there is a race to replace older, end-of-life workforce optimisation components that fail to address the technology needs of today's consumer interaction initiatives. To expedite this transition,...
Omni-channel do’s and don’ts
With more customers owning smart mobile devices, companies are facing an ever increasing need to communicate and respond to customers using channels, other than a simple voice call. While voice is still the preferred channel, most call centers are also expected to...
CallCabinet for Asterisk wins Best in Show
CallCabinet's compliant call recording solution for Digium's Asterisk was named "Best in Show" at the recent ITExpo East held in Fort Lauderdale, US. "The products and solutions nominated for the ITEXPO Best in Show Awards are a true reflection of the industry's most...
Verint adds intelligence to the call centre
Verint Systems has announced its acquisition of Contact Solutions, a provider of realtime, contextual customer care solutions. With this acquisition, Verint is furthering its mission of being the world's leading Actionable Intelligence platform that enables...
Verint improves performance management
Verint Systems has announced substantial enhancements to its Verint Workforce Optimisation software designed to help contact centre, back-office and branch operations better manage the performance of employees and operations. Armed with a brand new user experience and...