1Stream supports contact centre gamification
Hosted contact centre provider 1Stream says its clients will soon be able to use new gamification technologies to increase engagement and productivity in the workplace.“Gamification is about applying elements of game design to everyday work experience to make it more...
The hidden benefits of managed services
Customers are increasingly demanding rapid, excellent service from an organisation’s contact centre – and rightfully so, says Louise van Zyl, manager, Technical Centre at Jasco Enterprise. However, as contact centre managers look to add more communication channels,...
Red Hat implements Genesys solution
Genesys, a leading provider of customer experience and contact centre solutions, announced that the Business Edition on the Genesys Customer Experience Platform was selected by Red Hat, the leading provider of open source solutions, to help transform its customer...
Assessing a contact centre recovery site
Contact or call centres have become vital sales and support hubs for many companies, which mean that a recovery plan forms a vital component of their business continuity strategies. But an effective disaster recovery site for a contact centre must meet certain...
No contact centre is an island
The contact centre of today is made up of various communication and management solutions. Despite this inherent complexity, it’s essential that the contact centre does not stand isolated as a silo within the business, says Jeff Bowyer, sales and marketing manager at...
Gartner lauds Interactive Intelligence
Interactive Intelligence Group, a global provider of software and services designed to improve the customer experience, has been positioned by Gartner in the Leaders quadrant of its 2014 Magic Quadrant for Contact Center Infrastructure report. The Gartner report,...
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...