Genesys integrates with Skype For Business
Genesys has announced an integration with Skype for Business to deliver best-in-class customer engagement, contact centre and unified communication solutions all from one single place: the Genesys Customer Experience Platform. Genesys is one of the first enterprise-class contact centre solutions providers to achieve a native integration with Skype for Business using the Unified Communications Managed API, part of the Skype Developer Platform.
The role of the contact centre
As customer experience becomes the primary competitive advantage in business, the role of the contact centre is changing significantly. But whether it becomes the heart of the business or a component of the bigger machine depends on the business, say African contact...
WFM software optimises contact centres
Today’s consumers are more demanding than ever; exposed to an array of options and providers for all facets of their daily lives, and with switching providers becoming easier, keeping your customers happy is a major priority for any business. Within this fast-paced...
Ineffective outbound contact centres cost
With the tough economic times financial institutions are seeing a greater volume of unpaid accounts, longer delinquency periods and an escalation in broken promises as consumers battle to meet their monthly payment commitments. The latest statistics from the National...
Cloud-based call centres on the rise
As local networks improve and become more affordable – including cloud computing – more and more call centres will move to the cloud, says Andrew van Niekerk, a director of Teleforge Communications, a specialised call centre solutions provider. “Cloud-based computing...
Contact centres ahead of LRA amendments
When your organisation is all about providing a service to a customer, you want your people to feel a sense of belonging and care so that they can pass on that feeling to customers they are helping on a daily basis. While the new rights for labour broker, fixed term...
Compliant call logging to resolve disputes
The potential for “he said/she said” disputes between companies and their customers is growing exponentially as an ever increasing number of transactions and interactions are undertaken over the telephone. And this, says Matthew Balcomb, CEO of Call Cabinet Southern...
CallCabinet signs with ECN
CallCabinet South Africa has signed a deal with Electronic Communications Network (ECN), a division of JSE-listed Reunert, to incorporate CallCabinet’s powerful and compliant voice logging technology as part of its telecoms solutions. ECN is a national next generation...
Childline rolls out Bytelogix solution
Bytelogix has been commissioned by MTN SA Foundation to provide a call routing solution for Childline's emergency call centre service. The solution will use Bytelogix’ Dynamic Call Routing (DCR) application and an integrated SIGTRAN stack. Childline’s nation-wide,...
New tech could lead to call centre job loss
With fast emerging technology such as automated voice messaging (AVM) and Interactive Voice Response (IVR) being increasingly introduced into the call centre-run debt collection industry, employers are able to increase productivity and reduce staff head count by up to...
New switch from Alcatel-Lucent
The new Alcatel-Lucent OmniSwitch 6900-Q32 platform brings higher performance and scalability to the Enterprise network with innovative Intelligent Fabric technology. As part of Alcatel-Lucent Enterprises out-of-the-box solution, Intelligent Fabric technology brings...
Outsourcing contact centres
If you are running your contact centre effortlessly and cost effectively and your customers are satisfied, this article is not for you. There are very few organisations that should not consider outsourcing their contact centres because there are very few organisations...