Section - Contact Centres

Career lessons from the BPO industry

by Allan Davison | August 8, 2025 | Contact Centres Trends, Technology Areas | 0 Comments

August in South Africa is inevitably a month that calls for reflection and introspection on the options facing women for meaningful, career-long employment opportunities. By Anusha Ramraj, chief financial officer of CCI South Africa As I reflect on my journey, I am...

Capitec implements Amazon Connect solution

by Allan Davison | August 4, 2025 | Contact Centres, Technology Areas | 0 Comments

Capitec has unveiled major client service advancements by implementing in-app calling via Amazon Connect, a cutting-edge cloud-based contact centre solution. The rollout of in-app calling through Amazon Connect has already delivered a 30% reduction in call handling...

Is generative AI all it’s cracked up to be?

by Allan Davison | July 11, 2025 | Contact Centres Trends, Technology Areas | 0 Comments

It’s been about two years since generative AI (GenAI) exploded onto the mass market and into the boardroom buzzword lexicon. By Warren Hawkins, MD of Euphoria Telecom What began as a curiosity has quickly snowballed into a business necessity. It might sound...

New service enables local call rates for UK-SA businesses

by Allan Davison | June 10, 2025 | Contact Centres, Technology Areas | 0 Comments

Many businesses have operations in South Africa and the UK; however, communication costs can quickly get out of hand and even become prohibitive if multinational businesses do not have a solution to comply with local, in-country call rates, explains Telviva Chief...

Six priorities for contact centres in 2013

by Allan Davison | Jan 8, 2013 | Contact Centres Trends, Technology Areas | 0 Comments

If contact centres aren’t preparing to embrace these six key trends, they have already fallen behind, says Ian Goss-Ross, CEO of Elingo. Too many contact centres have relied on tried-and-trusted technologies for too long. But emerging trends and technologies that have...

Functionality a key contact centre driver

by Allan Davison | Jan 7, 2013 | Contact Centres, Technology Areas | 0 Comments

Technology upgrades and migration to IP/SIP are key drivers for the contact centre systems market in Europe, Middle East and Africa (EMEA). Revenue growth in the analytics segment is robust, followed by the quality monitoring (QM) segment. Despite the presence of...