Aspect Software wins award
Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimisation, back-office and award-winning cloud solutions, announced that TMC, a global, integrated media company, has selected Aspect for a 2014 Speech Technology...
SA call centres get virtual, more cost effective
As the economy continues to struggle and as companies face increasing cost pressures - and as all sectors of the business come under the microscope - so the interest in leaner contact centres has grown. Consequently there is a noticeable shift towards a new business...
Empower call centre agents with smartphone support
Investment in strong online customer care strategies is becoming an imperative in the mobile operator industry, especially in Africa, where the first wave of smartphone users is on a rapid rise. Nonetheless, customer care agents are not properly equipped to deal with...
Breaking the cycle of recruiting, training and churning
There are few business operations that are more challenging from a human resources perspective than running a call centre, writes Ivanna Granelli, founder of Can!Do Consulting. Here, at the front lines of customer service, businesses face a tension between the need to...
Single-minded approach to multidimensional communications
The constant evolution of customers’ communication preferences makes effective organisational communications seem difficult to achieve … but this is actually easier than it looks. Because communications technology has developed in phases, organisations have...
Ocular Technologies offers Aspect’s cloud solution
Ocular Technologies, a South African contact centre solutions provider and Aspect 2014 Partner of the Year for Europe and Africa, will be offering Aspect’s cloud contact solution to its clients. “No longer an outlandish term, the usage of ‘cloud-based solution’ is...
The value of multichannel contact centres
How contact centre leaders can show clear business cases for migrating from a simple call centre – to a dynamic, multichannel contact centre, Paul Fick, CTO at the Jasco Group. The world of multichannel contact centres that incorporate social media, instant messaging...
Software-based solutions for SMEs
Contact centres are the interface for businesses between themselves and their customers. However, the full-service functionality that really adds value for customers has typically been limited to the larger enterprise space, due to the high cost of infrastructure...
Aspect Software launches Unified IP 7.3
Aspect Software has announced the launch of Aspect Unified IP 7.3, a feature-rich customer contact solution that simplifies and flexibly manages omni-channel interactions. Codenamed Mako Shark, Unified IP (UIP) 7.3 improves upon its predecessor by offering greater...
Inaugural data centre conference launches
Data Centre Central is a new conference and expo which has been launched to address the unique economic, engineering and legislative aspects of designing and operating a data centre in South Africa. The event will take place at the Hyatt Regency Hotel, Rosebank,...
Avaya, Wind River collaborate on vSwitch
Avaya is collaborating with Wind River to take a significant step toward data centre simplification through the development of “hands-free” vSwitch network services configuration. This capability, which the companies expect to submit to the Open Source domain, can...
African contact centres move to cloud
Contact centre specialists Interactive Intelligence are set to help Africa’s contact centres leapfrog the on-premise era and move directly to the cloud. Addressing a recent Contact Centre in the cloud executive forum in Sandton, South Africa, Interactive...