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...
Understanding omni-channel strategies
There is no doubt that omni-channel matters for contact centres today. Channels other than voice are becoming increasingly important to the customer experience, with the use of new channels such as Web chat, social media and SMS, for example, growing rapidly and going...
DSG wins key Regional BPeSA Award
Digital Solutions Group, this weekend, was awarded the Best Independent Contact Centre award in the regional BPeSA awards ceremony. This award recognises outstanding contribution, achievement and best practice within the contact centre sector locally, within a...
Agents influence customer experience
Figures show that contact centre agents have a direct influence on the customer experience. More research is currently being undertaken to find out what contact centre tools, methods and measures are available and can be deployed to assist an organisation achieve the...
Leveraging contact centre analytics
As reported in the South African customer satisfaction index, customer satisfaction is on the decline among some of South Africa’s top companies within the insurance, mobile network, internet, retail and banking industries. Global leader in customer engagement...
Contact centres still need people
The 2015 Dimension Data Global Contact Centre Benchmarking Report shows that contact centre operators and owners understand that their existing technology capabilities are inadequate for meeting the expectations of, particularly, a progressively younger market raised...