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...
Genesys positioned in Magic Quadrant
Genesys, a leading provider of customer service and contact centre solutions, has announced that information technology research and advisory firm Gartner has included the company in its report, Magic Quadrant for CRM Web Customer Service Applications, published...
Contact centres go social with Aspect Social
Aspect Software, a leading provider of next generation customer contact and enterprise workforce optimisation, has announced the launch of Aspect Social, a cloud-based offering that aligns interactions organisations have with customers on Facebook, Twitter, blogs and...
Genesys to buy Angel from MicroStrategy
Genesys has reached a definitive agreement with MicroStrategy Incorporated, a leading worldwide provider of business intelligence (BI) and mobile software, to acquire its subsidiary Angel.com. Angel is a leading provider of cloud-based self-service contact centre...
Jasco, Presence aid contact centres
Jasco Enterprise, a provider of business communication solutions and services, and Presence Technology, a worldwide provider of multi-channel contact centre solutions, are working together to deliver a multi-channel contact centre solution that uniquely addresses the...
Moving ITSM solutions to the cloud
Local ICT service organisation Quintica is bringing customers a new way to quickly and cost effectively move IT service desks into the cloud, announcing that BMC has made a range of improvements to its BMC RemedyForce suite. This month the software giant has made a...
Genesys One to launch in SA
Promising leading contact centre technologies up and running in 30 days, Genesys One is coming to market in SA through implementation partner Bytes Connect. Genesys a leading provider of customer service solutions, has just launched its Genesys One solution, which...