Mitel releases MiContact Centre update
Mitel has unveiled its seventh-generation contact centre solution to help businesses simplify how they interact with their customers via popular new contact options. MiContact Centre 7.0 includes mobile chat and self-service features as well as outbound capabilities...
Flexenclosure expands eSite portfolio
Flexenclosure, a specialist developer of hybrid power systems and prefabricated modular data centres for the ICT industry, announces the expansion of its eSite portfolio with a new version specifically developed for tower companies and multi-tenant scenarios. eSite is...
Intuate becomes OpenSpan reseller
South African owned integrated solutions specialist, Intuate Group, has signed an agreement to become a reseller for OpenSpan, Inc., a global provider of worker optimisation, activity management and automation solutions, headquartered in North Atlanta, Georgia, USA....
Genesys achieves Lync qualification
Genesys, a leading provider of customer experience and contact centre solutions, has announced that it has achieved Microsoft Lync 2013 qualification. The Microsoft Lync Independent Software Vendor (ISV) qualification programme is designed to help ensure that...
Sage Pastel wins best help desk award
Sage Pastel, South Africa’s leading developer of accounting and business software, has been named best help desk in the world at the ContactCenterWorld.com Top Ranking Performer global finals at a glittering ceremony in Las Vegas on the weekend. Category runners up...
Aspect Software introduces Zipwire
Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimisation, and back-office solutions, and drawing on 40 years of delivering enhanced customer experience solutions has announced a feature-rich, cloud-based contact...
Contact centres need innovation boost
With some local contact centres still resting on technology nearly a decade old, it’s time for contact centres to embrace innovation or face being left behind, says Karl Reed, chief marketing and solutions officer at Elingo. Across the world, the fastest-growing...
Sage Pastel help desk best in the world
Sage Pastel, South Africa’s leading developer of accounting and business software, has been named best help desk in the world at the ContactCenterWorld.com Top Ranking Performer global finals at a glittering ceremony in Las Vegas on the weekend. Category runners up...
Navigating the complex hosted market
The call centre industry is changing at a faster rate than it has for years. The introduction and widespread adoption of cloud computing, improving infrastructure, rising customer support costs against the backdrop of the global recession and the age of the connected...
The Web chat makes a comeback
Web chat, a tool before its time in the 90s, is making a comeback, now offering contact centres a useful alternative channel with a broad range of functionality, says Karl Reed, chief marketing and solutions officer at Elingo. When Web chat emerged in the late...
Self-service may do businesses a disservice
The effects of the global recession was keenly felt in call centres, with managers and IT under increasing pressure to lower costs, but some of the tactics may be doing more harm than good, says Jed Hewson, director of 1Stream. Staff costs are, of course, the most...
Avaya offers new collaboration solutions
Avaya has unveiled a set of new software and cloud-based services designed to transform the way enterprises and organisations work. Avaya’s simple, intuitive solutions help employees to work more effectively, engage more easily, and make decisions faster so...