Transcom uses Aspect solution
Inclusion of the Aspect Workforce Management solution has allowed the company to solve the manual workload of its planning teams and improve their performance. Aspect Software, a leading provider of fully-integrated customer interaction management, workforce...
Getting customer service right
Contact centres find themselves under increasing pressure from businesses to drive revenue, and thus are being forced to identify an appropriate balance between cost saving and improved efficiency, says Deon Scheepers, strategic consultant – EMEA for Interactive...
Avaya releases new partner programme
Recognising the unprecedented opportunity to address the needs of millions of underserved mid-size enterprise across the Middle East, Africa and Turkey, or the companies earmarked to become "The New Big enterprises of tomorrow", Avaya, a leading global provider of...
New initiative boosts skills development
A new initiative that trains unemployed South African youth to work in the booming business process outsourcing (BOP) sector has seen more than 550 youth get trained in the past year – and that number is set to double in the coming year. The Impact Sourcing Academy...
FlightSite uses hosted contract centre model
FlightSite, a subsidiary of Club Travel, has been in operation since 2008 and is South Africa's first online travel agency. FlightSite has recently launched its FlightSite Agent platform, which allows anyone to become a travel agent by gaining access to a platform...
Co-op rolls out Aspect solution
Co-op Financial Services has just completed the first phase of a new technology investment at its Manchester and Stockport-based contact centres, covering its debt management, general insurance and retail arms. The financial services provider has chosen to deploy...
Recordings: the contact centre security hole
The management and security of contact centre recordings tends to be sorely neglected, says Karl Reed, chief marketing and solutions officer at Elingo. Most contact centres record voice calls and interactions, but few manage and utilise the resulting data...
Call optimisation can increase productivity
Since their introduction in the 1990s, call optimisation techniques (previously referred to as “best time to call”) have evolved into integrated solutions that analyse a wide spectrum of input factors, then build and execute automated, repeatable strategies based on...
Price hike to affect data centre pricing
Recently the National Energy Regulator of South Africa (NERSA) granted power utility Eskom an 8% average increase per annum over the next five years. Lex van Wyk, chief executive officer of Teraco Data Environments says that with five years of power increases above...
Video calling on the brink of the next wave
It couldn't have escaped anyone’s notice that the tablet computer (and mobile devices on the whole) have cemented themselves firmly in the lifestyle artillery of the modern consumer, says Henry McCracken, regional sales director, Africa at Aspect Software. According...
Aspect announces strategic partnership
Aspect Software, a leading provider of next generation customer contact and enterprise workforce optimisation, has announced an equity partnership with back office optimisation software and services expert eg solutions. The agreement provides Aspect exclusive...
Video calling holds major opportunities
It couldn’t have escaped anyone’s notice that the tablet computer (and mobile devices on the whole) have cemented themselves firmly in the lifestyle artillery of the modern consumer, says Henry McCracken, regional sales director, Africa at Aspect Software. According...