The customer is always fast
The Microsoft Global State of Multichannel Customer Service Report underscored the value of resolving customer issues at speed and the importance of equipping contact centre staff with the right knowledge. This customer demand is dictating the rise in real-time...
Intelligent GPS for the cloud contact centre
What defines efficiency in the modern call centre? Is it always-on access? Is it the omnichannel? Is it the ability to engage with customers in real time? In the past, the answer would be a shrug and answering either the door or the phone to a customer looking for...
Multicloud architecture from Genesys
Genesys has announced what is believes to be the industry's first native multicloud architecture. Genesys Engage customers can now more easily adopt cloud-delivered innovations, resulting in more personalised service that drives customer engagement and loyalty. In...
Clickatell launches Chat Desk
Clickatell has launched Chat Desk, a digital contact centre solution that helps agents resolve customer queries and obtain customer insights in real-time using chat channels for live agent support. The solution addresses the growing consumer demand for easy and...
Chatbots can improve workflows in the ‘new normal’
Consumer behaviours and expectations are constantly evolving. By Andrew Bourne, regional manager: Africa at Zoho Corporation Today, people expect a high level of interactivity with the brands they deal with, whether it's a compliment, concern, complaint, or question...
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...