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,...
SA professional wins EMEA workforce planning award
Mithum Singh, head of workforce planning at Merchants, has won the Best Workforce Planning Award for EMEA category at the 2016 ContactCentreWorld Top Ranking Performers Awards in London. Now in its 11th year, the awards recognise the best professionals, teams and...
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...