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...
Re-assess call centres for e-commerce
For both new and established e-commerce merchants worldwide, customer experience and customer care have become key to survival. While online stores can beat out their brick and mortar competitors on price, gaining a competitive edge over other online merchants has...
New Presence Technology offering from Jasco
Jasco Enterprise, a proud partner of Presence Technology, announces the availability of the new Presence IVR Software module (Interactive Voice Response) designed to improve customer contact. One of the features of the Presence IVR software module includes a “strategy...
Jasco releases DataVoice Coach v5.1
Jasco has announced the latest update to its DataVoice Coach solution, a quality management and training programme aimed at the contact centre market. DataVoice Coach v5.1 features several usability and workflow enhancements, introduced to the solution as a result of...
Integrating social media and the call centre
Customers are increasingly taking to social media to look for support or lodge complaints. Most businesses today understand this about customer behaviour, but many take a siloed approach to managing social media enquiries, giving the job to a community or social media...
Interactive Intelligence a Gartner leader
Interactive Intelligence Group has been positioned as a Leader in the Gartner 2015 Magic Quadrant for Contact Centre Infrastructure, Worldwide report. According to Gartner, Leaders in this report are “high-viability vendors with broad portfolios, significant market...
Jasco updates DataVoice Screen Recording
Jasco has announced the latest update to its DataVoice Screen Recording solution, a tool to capture and record events as they happen on a computer screen. DataVoice Screen Recording 2.1 incorporates support for multiple screens, increased recording capacity, support...