Multi-channel call centres boost collections
South Africa has a mobile penetration of roughly 118% - which means that 50-million people are wielding close to 59-million cell phones. And despite the implementation of RICA, mobile churn (where users buy and discard SIM cards) is still increasing, says Jed Hewson,...
Ocular Technology offers Altitude uCI 8
Contact centre solutions provider, Ocular Technologies, has announced that it is offering southern African clients the award-winning Altitude Software’s Altitude uCI 8 software, a solution that increases both contact centre profitability and impact on business with...
Voice: it’s starting to look different
Voice calls will remain a critical part of contact centre interactions for years to come, but the nature and handling of these calls is changing, says Karl Reed, chief marketing and solutions officer at Elingo. While voice calls were the foundation of the contact...
Ocular Technologies announces new capability
Contact centre solution provider, Ocular Technologies has announced that its Aspect Unified IP offering can now be fully integrated with Microsoft Lync Server 2013. “Through our software partner, Aspect Software, we now have the capability to empower agents to...
Who calls the shots in the call centre?
Call centre managers and MDs are finding that they can no longer rely solely on their IT managers to make the call when it comes to choosing the right technology for their business, says Jed Hewson, director of 1Stream. “We’ve seen a shift in the decision-making...
Call Cabinet Version 8 released
Historically, call logging may have been considered a luxury. However, as a result of increasing customer demands for higher standards of service and support, coupled with the challenges of corporate liability and regulatory compliance, cost-effective and reliable...
Avaya named as leader by Gartner
Avaya recently announced that it has been positioned in the Leaders Quadrant in the Gartner Magic Quadrant for Contact Centre Infrastructure for 2013. This is the 13th consecutive year that Avaya has been placed in the Leaders Quadrant as the only company that has...
Genesys named a leader by Gartner
Genesys, a leading provider of customer service and contact centre solutions, has announced the Company has been positioned as a “Leader” in the “Magic Quadrant for Contact Centre Infrastructure” report by Gartner. The report evaluates contact centre vendors on both...
Inter-Active wins at awards dinner
Inter-Active Technologies was recently awarded one gold and two bronze awards at ContactCenterWorld's Europe, Middle East and Africa (EMEA) conference held in Austria from 1 July 5 July 5, 2013. ContactCenterWorld is a global association for contact centre best...
20 years in SA for O’Keeffe & Swartz
O’Keeffe & Swartz, a leader in the South African telemarketing call centre industry, recently celebrated its 20th anniversary, an achievement made possible by the support of its staff and clients over the years. Since its founding in 1993, O’Keeffe & Swartz...
Aspect Software in deal to acquire Voxeo
Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimisation, and back-office solutions, has announced it has entered into a definitive agreement to acquire Voxeo Corporation, a leading provider of hosted and...
Aspect gives contact centre agents mobility
Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimisation and back-office solutions, has announced the launch of Aspect Workforce Mobile, a mobile application designed to give contact centre agents greater mobile...