Aspect, ComSys create integrated agent solution
Aspect Software and ComSys have announced a joint solution focusing on contact centres. The ComSys solution seamlessly integrates Aspect Unified IP and leading CRM solutions such as Siebel, PeopleSoft, Salesforce and SAP. The joint solution will enable contact centres...
Contact centres will become profit centres
Technology investments, particularly those that are supported by a strong business case, have quantifiable benefits, and a quick return on investment, are on the rise, says Cecilia Jofré, business development and account management executive of Intuate Group....
Contact centres pay for illusion of control
Contact centres that opted for hosted technology solutions five years ago have saved 35% compared to those who keep everything in-house, says Jed Hewson of 1Stream. “The most successful contact centres keep their focus on people, not technology,” says Hewson. “The...
SA picks up India’s BPO slack
India is no longer the epicentre of business process outsourcing (BPO) and call centres, with the retrenchment of 300 or more people, with one month’s notice, now becoming a more familiar occurrence. This is according to Andrew van Niekerk, a director of Teleforge...
Avaya named leader by Gartner
Avaya has announced that it has set a new record as the only vendor to be positioned as a Leader in the Gartner Magic Quadrant for Contact Centre Infrastructure for 14 years in a row. With this year’s release of the Gartner Magic Quadrant for Contact Centre...
Genesys announces innovation award winners
Genesys has announced at G-Force London that Vodafone Germany, Groupama Rhône-Alpes Auvergne and DNB Bank are the Europe, Middle East and Africa (EMEA) Region winners of its ninth annual Customer Innovation Awards. All of the winners have made major breakthroughs in...
Mitel listed in Gartner Challengers quadrant
Mitel, a global leader in business communications, has announced it has been positioned by Gartner, in the Challengers quadrant of the latest Magic Quadrant for Contact Centre Infrastructure. This follows Mitel's merger with Aastra and the acquisition of contact...
Econet deploys Avaya contact centre solution
As Zimbabwe’s leading mobile operator, Econet Wireless Zimbabwe was faced with a strong need to deliver a superior customer experience across its extensive customer base. The company currently has the widest coverage in the country, and is constantly upgrading its...
English proficiency boosts SA call centres
Major companies are increasingly looking to outsource their call centres to South Africa, with the country’s English premium voice quality being highlighted as one of the major drawing cards. This is according to Andrew van Niekerk, a director of Teleforge...
Top 10 contact centre strategies
The right staff and tools are key to contact centre success, says Martina Knappe, head of EMEA Marketing at Interactive Intelligence. With a new breed of consumer making new demands on business, contact centres are having to radically change their approach to...
Mitel updates portfolio after Aastra merger
Mitel, a global leader in business communications, has provided an update on product portfolio integration following its merger with Aastra. The strategy focuses on a powerful global portfolio that is designed to address the requirements of regional markets, protects...
Aspect announces Voxeo CXP Pro 14
Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimisation, back-office and award-winning cloud solutions, has announced Voxeo CXP Pro 14,a bundle of the new releases of Voxeo CXP 14, an application lifecycle...