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...
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...