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...
Investing in future call centre staff
Leading customer interaction and communications expert Inter-Active Technologies is proud to announce that 44 learners have completed the company's distinguished Internal Learnership Programme. This has been considered as a significant milestone for Inter-Active...
Gamification in SA contact centres
Call centre technology provider 1Stream is taking the lead and has released a white paper outlining the potential for gamification technologies in South African contact centres. The white paper was created to provide a glimpse into how gamification is shaping...
Jasco meets midsize contact centre needs
The midsized market is often overlooked with regards to technology yet their needs are often similar to their larger counterparts. Jasco is addressing this with the availability of Avaya’s Contact Centre Select solution, the latest addition to its customer experience...
Avaya named leader by Gartner
Avaya has announced that it has been positioned in the Leaders Quadrant in the Gartner Magic Quadrant for Unified Communications for 2014. This is the sixth consecutive year that Avaya has been placed in the Leaders Quadrant and recognized as an industry player in the...
Immigration laws hinder offshore investment
In order for the South African economy to grow and provide sustainable employment, there has to be an increase in offshore investment into the country. This, however, is dependent on a review of the new immigration laws as they are effectively hindering the process of...
Upskill contact centre agents online
Call centres are notorious for their turnover: the number of people who walk in and out the door is high. This situation can, however, be remedied if call centre agents are invested in and nurtured. As part of its strategy to change the face of contact centres and...