The role of chatbots in an uncertain society
From single-purpose programmes that respond to common consumer queries to advanced digital assistants that evolve as they process information, chatbots – or conversational agents – are becoming increasingly popular and utilised by businesses to deliver proactive and...
Infobip launches Conversations to enable connected customer experiences
Conversations, a new contact centre solution enabling businesses to integrate the world's most popular communication channels, has been launched by Infobip. Conversations is the scalable digital cloud contact centre solution that enables businesses to deliver...
Public-private collaboration creates global advantage for SA
It would be convenient to believe that the South African Global Business Services (GBS) sector is streaking across the global outsourcing landscape as the new darling for offshore locations. By Andy Searle, CEO of BPESA This is not surprising as, last month, South...
South Africa sees boost in CCaaS uptake
Businesses are rapidly trying to reinvent the way they operate with many feeling the time to accelerate digital transformation has arrived almost overnight. By Shaun van Rooyen, strategic accounts and partnerships manager for Infobip Africa Increasing numbers are as a...
Genesys Cloud now on AWS Markerplace
Genesys Cloud is now available in AWS Marketplace, a digital catalogue with thousands of software listings from independent software vendors. With the availability of Genesys Cloud in AWS Marketplace, customers can benefit from simplified sourcing and contracting as...
AI and robotics: the future of call centres
With customer experience considered a significant factor in driving customer loyalty and retention, companies must do more to ensure their call centres are up to the task. This is where innovative technologies such as artificial intelligence (AI) and robotic process...
Cloud, AI, RPA move into call centres in 2020
As more businesses face the technical realities of digital transformation and advance towards 4IR, the customer experience is always front-of-mind – and it is little wonder the call centre has emerged as the frontline of technology-driven, fully automated service...
How to deal with rejection
The average sales agent goes through 180 'No's' before finally they get a 'Yes'. It's no secret that rejection is one of the hardest - if not the hardest - aspects of professional selling. Ronica Moodliar, one of the GMs at Talksure, says: "Telesales is not an easy...
Digital evolution key to contact centre success
For many contact centres today, the transition to digitised and highly automated systems and processes happen in a piecemeal fashion - with the underlying belief that certain business sectors and industries have varying requirements when it comes to digitisation and...
Lufthansa InTouch bullish about SA’s BPO prospects
Lufthansa InTouch, the customer service network of the Lufthansa Group, has marked a 20-year milestone in South Africa. Acting as a central touchpoint between airlines, passengers and aviation businesses, the Cape Town office was one of the first international...
Prepare your contact centre for an AI-driven future
There can be no doubt that every business and operational team has to get ready for a future in which artificial intelligence (AI) plays a key role. Already, certain aspects of AI such as machine learning are transforming the ways in which some business functions are...
Dell Technologies unveils servers, data centre solutions
Dell Technologies is introducing a portfolio of all-new Dell EMC PowerEdge servers, new Ready Solutions for High-Performance Computing (HPC), and simplified management integrations with leading software and public cloud providers, all designed to address the demands...