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....
SA’s BPO market picks up speed
South Africa’s Business Process Outsourcing (BPO) industry continues to grow from strength to strength, attracting investment and creating new jobs especially in the 18 to 35 age group, where job creation for young people is most needed. “The majority of foreign...
New Avaya systems offer multi-channel features
Avaya has unveiled new communications solutions that address multichannel communication preferences, while meeting enterprise security, availability, manageability and scalability requirements. The new Avaya Engagement Solutions include innovative technologies that...
Aspect Software launches Mobility Suite
Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimisation, back-office and award-winning cloud solutions, recently announced the launch of Aspect Mobility Suite, a solution suite that integrates the mobile customer...
Contact centres in the cloud
As a developing market, the African continent is currently seeing much international interest and investment, says Pippa Wilson, portfolio manager: Cloud Solutions, Jasco Enterprise, The Jasco Group. This is resulting in large multi-national organisations, including...
Meeting customer 3.0 demands
Organisations need to empower contact centre agents and inject structure, meaning and leadership into their engagement with customers, says Interactive Intelligence. Speaking during a webinar with Chris Wood, MD at Engage Customer, Leon Stafford, Territory Manager at...
MTN recognised at Ask Afrika Index
MTN South Africa has been named the winner of the Best Service in Telecommunications sector and the Best Call Centre in the country across all industries in the 2014/15 Ask Afrika Orange Index Awards. "We are very proud of this achievement as the telecommunications...