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...
Interactive Intelligence builds Fortune 500 momentum
Interactive Intelligence Group Inc. a global leader of cloud services for customer engagement, communications and collaboration, has reported key customer milestones, including more than 80 customer deployments at Fortune 500 companies. The company's cloud services...
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...