AI-powered virtual agents could bolster the BPO sector
The introduction of AI-powered virtual agents is not expected to impact the number of jobs in South Africa's business process outsourcing (BPO) industry. In fact, industry players believe that AI will only bolster the strengths that have earned the country its...
Vertiv launches free online tool to streamline data centre planning and design
Vertiv has unveiled a new tool designed to transform and simplify the configuration of prefabricated modular (PFM) data centres. Available now in Europe, Middle East and Africa (EMEA), the Vertiv Modular Designer Lite is a user-friendly, web-based application aimed at...
Could AI change how contact centres do multilingual support?
Here's a challenge: phone the contact centre for your bank or insurance provider and see how many language options you get. By Ryan Falkenberg, co-CEO of Clevva In South Africa, besides English, you'll probably get one or two at most. And while those options cover...
Talking to chatbots sucks – but it doesn’t have to
Most chatbots suck. For years, industry mavens promised that they would fundamentally transform customer service, writes By Ryan Falkenberg, co-CEO of Clevva. Unlike human agents, the thinking went, chatbots are available 24/7 and, because companies pre-populate their...
CCI SA opens a new contact centre in Umlazi
CCI South Africa has opened its new Umlazi contact centre at Umlazi Mega City, marking the first contact centre opened in a township for the company. Umlazi is the biggest township in KwaZulu-Natal, with nearly half a million residents. Because of the high costs of...
Local GenAI-boosted virtual agents have human-like conversations
Cape Town-based conversational automation specialist Clevva has recently boosted its virtual agents generative AI (GenAI) technology. This allows the virtual agents to have targeted sales, support and service conversations that not only feel human, but get the job...
CCI SA scoops accolades at BPESA Awards
CCI South Africa, with partner organisation impact sourcing service provider CareerBox Africa, were recognised for their contribution to the BPO industry at the BPESA GBA Alchemy Awards 2023. CCI South Africa clinched two major wins at the prestigious awards,...
These things should be standard in your VoIP system
Very little is certain in the world of business. That quickly becomes apparent to anyone who's ever started a business or even reached the executive level in a company. There are, however, things that all businesses should be able to take for granted. That includes...
Innovation without disruption resonates with SA enterprises
Avaya's South African customers face the same challenges in moving to the cloud, and many of them have bought into the company's phased approach. Brett Butler, country manager of Avaya South Africa, points out that many of Avaya's largest customers in the financial...
Innovation without disruption resonates with SA enterprises
Avaya’s South African customers face the same challenges in moving to the cloud, and many of them have bought into the company’s phased approach. Brett Butler, country manager of Avaya South Africa, points out that many of Avaya’s largest customers in the financial...
Why business should care about how virtual agents are used
Businesses everywhere are under pressure to deliver better service at less cost. Most have looked at some form of digital solution, but do they really work? Ryan Falkenberg, co-CEO of Clevva, comments: "Virtual agents are constantly evolving and becoming more...
Virtual agents could free BPOs to cash in on local EQ
Advanced intelligent automation (IA) virtual agents shift the burden of repetitive, rules-based queries and work away from human agents. This should not be seen as a threat to South Africa's call centres and business process outsourcing (BPO) sector, but rather as...