Merchants wins big at 2015 BPeSA awards
Merchants, South Africa's longest standing and largest contact centre partner, has again won multiple awards at the 2015 BPeSA Annual Contact Centre and BPO Awards. The awards, which serve as a platform to recognise and celebrate outstanding contributions,...
Leverage technology to improve customer satisfaction
Call centres of today should allow customers to use their preferred means of communication, easily identify issues impacting response time, facilitate personalisation and feedback, and must also be cost effective. According to recent research, entitled "The efficiency...
Millennials – how is your call centre adapting to this generation?
Having grown up in a time of rapid change, millennials have a different set of priorities and expectations and it is for this reason that they are revolutionising business as we know it. Advancement in technology means that future workforces will continue to evolve...
Jasco DataVoice delivers compliant voice recording for Netstar
When Altech Netstar, a sister company of Bytes Systems Integration (Bytes SI) and prominent internal customer within the Altron Group, required a new voice recording solution for compliance and training purposes in their contact centre, Bytes SI turned to Jasco...
Interactive Intelligence wins UCC award
Interactive Intelligence Group, a global provider of software and cloud services for customer engagement, unified communications and collaboration, has received Frost & Sullivan's 2015 EMEA Company of the Year Award in Customer Contact. This award, which...
Jasco announces Genesys eServices recording
Jasco has announced a new offering as part of its latest update to the DataVoice Libra Recorder solution, Libra V9.0. It offers a number of new features and functionality enhancements to the enterprise-class voice recording, storage and retrieval solution. One of the...
Keep your contact centre protected in a time of cost-cutting
With falling commodity prices and a declining currency, South Africa’s economy is under greater strain than ever before. Cost-cutting is an inevitable consequence, but defensive measures must not compromise their long-term sustainability. In particular, says Innes le...
Aspect enhances cloud solution Zipwire
Aspect Software has announced significant customer and agent experience enhancements to Zipwire, the company's 100% cloud contact centre solution. The enhancements improve customers' ability to engage on a variety of communication channels and the new Agent Desktop...
SA contact centres poised for growth
South Africa's contact centre industry is poised for growth, thanks to increasingly demanding customers and new opportunities for Business Process Outsourcing providers, say local contact centre experts. Speaking at the recent Interactive Intelligence Customer...
Network analytics tool from Alcatel-Lucent
The Alcatel-Lucent OmniVista 2500 NMS network analytics tool provides a wide range of in-depth network information giving IT an understanding of how the network is being used and helping fine tune its operation to provide an enhanced user experience. IT now has a...
IVR mistake SA companies make
Studies conducted by research company JD Power & Associates indicates that interactive voice response (IVR) accounts for 27% of US customers’ total call experience. From a South African perspective, local business owners need to pay attention to the increased...
Local IAUG chapter announces 2015 conference
The International Avaya Users Group (IAUG) has announced the annual South African Chapter Conference 2015, accommodating 200 Avaya solutions and services users in South Africa and Africa. It will take place from 23 to 26 August 2015 at the Legend Golf and Safari...