Oct 17, 2014
Investment in strong online customer care strategies is becoming an imperative in the mobile operator industry, especially in Africa, where the first wave of smartphone users is on a rapid rise. Nonetheless, customer care agents are not properly equipped to deal with...
Oct 14, 2014
How contact centre leaders can show clear business cases for migrating from a simple call centre – to a dynamic, multichannel contact centre, Paul Fick, CTO at the Jasco Group. The world of multichannel contact centres that incorporate social media, instant messaging...
Oct 10, 2014
Contact centres are the interface for businesses between themselves and their customers. However, the full-service functionality that really adds value for customers has typically been limited to the larger enterprise space, due to the high cost of infrastructure...
Oct 9, 2014
Aspect Software has announced the launch of Aspect Unified IP 7.3, a feature-rich customer contact solution that simplifies and flexibly manages omni-channel interactions. Codenamed Mako Shark, Unified IP (UIP) 7.3 improves upon its predecessor by offering greater...
Sep 18, 2014
Avaya is collaborating with Wind River to take a significant step toward data centre simplification through the development of “hands-free” vSwitch network services configuration. This capability, which the companies expect to submit to the Open Source domain, can...
