Virtual call centres are the new methodology
As the world continues to battle with the hangover of the 2008 financial meltdown, companies are continually looking to shave off costs wherever they can – and this is also true of the call centre industry, where bottom-line costs are being scrutinised. This business...
On-site PBXes can be the death of SMBs
As a small business owner be aware of the pros and cons of a site-based PBX versus a hosted PBX and how each solution addresses your requirements, says Sacha Matulovich, sales and marketing director, Connection Telecom group and CEO, FatBudgie. Do you require...
Blended diallers drive efficiencies
Contact centres, especially outsourced ones that provide services to a multitude of customers, face the challenge of balancing resources and technology between the two main types of service – inbound and outbound, says Marco van Biljoen, executive head: Gauteng and...
SA’s data centres are in development
Data centres have for years been known to be excessive consumers of power, consuming up to 3% of all global electricity production, and roughly ten times more per square metre than the average office. Previously, energy efficiency wouldn’t necessarily be at the top of...
Machines as contact centre agents
Artificial Intelligence is not yet a reality. But very smart computers are. They’re poised to take over all sorts of routine, repetitive tasks. After all, a robot doesn’t make mistakes, it can’t get tired and slack off, it won’t lack motivation, and it doesn’t hurt...
Avaya upgrades RCOM’s call centre
Reliance Communications (RCOM), India’s fully-integrated telecommunications service provider, today entered into a multi-year, multi-million dollar mega-agreement with Avaya to transform its call centre operations. With more than 110-million customers, Reliance...
F&S recognise Interactive Intelligence
Based on its ongoing analysis of the contact centre systems market, Frost & Sullivan recognises Interactive Intelligence Group with the 2014 EMEA Frost & Sullivan Company of the Year Award. Interactive Intelligence’s end- to-end suite of scalable, rich,...
CallCabinet Atmos boosts compliance
For the first time in South Africa, PBX suppliers and manufacturers can offer their clients an affordable, secure and fully compliant voice logging solution as an affordable optional extra on their standard PBX solutions. This follows the launch of CallCabinet Atmos,...
How to choose an agent desktop
Today’s contact centre agents deal with a large number of cutting-edge technologies, which are moving forward in leaps and bounds. Thanks to the powerful solutions now available, business can be conducted faster pushing the number of transactions being processed...
Gain a competitive edge with VoIP
Today's unpredictable economy is demanding new levels of insight and innovation from company executives, and they need to work together to meet new strategic and tactical challenges. This is according to local entrepreneur and Euphoria Telecom CEO George Golding. In...
Why small contact centres need cloud
Cloud technology holds just as much, if not more, power for small businesses and their call centres as it does for large ones, says Jed Hewson, director at cloud contact centre technology provider, 1Stream. “A lot of people think that cloud technology is best suited...
Attorneys boost call centre volumes
Groenewald Lubbe Attorneys has announced that its 150-man call centre has increased its call volume per agent by 40% since the installation of software from Teleforge Communications, running in conjunction with Swordfish – a leading debt collection software solution....