Integrating social media and the call centre

Jun 18, 2015

Customers are increasingly taking to social media to look for support or lodge complaints. Most businesses today understand this about customer behaviour, but many take a siloed approach to managing social media enquiries, giving the job to a community or social media...

Interactive Intelligence a Gartner leader

Jun 15, 2015

Interactive Intelligence Group has been positioned as a Leader in the Gartner 2015 Magic Quadrant for Contact Centre Infrastructure, Worldwide report. According to Gartner, Leaders in this report are “high-viability vendors with broad portfolios, significant market...

Jasco updates DataVoice Screen Recording

Jun 11, 2015

Jasco has announced the latest update to its DataVoice Screen Recording solution, a tool to capture and record events as they happen on a computer screen. DataVoice Screen Recording 2.1 incorporates support for multiple screens, increased recording capacity, support...

Genesys integrates with Skype For Business

Jun 8, 2015

Genesys has announced an integration with Skype for Business to deliver best-in-class customer engagement, contact centre and unified communication solutions all from one single place: the Genesys Customer Experience Platform. Genesys is one of the first enterprise-class contact centre solutions providers to achieve a native integration with Skype for Business using the Unified Communications Managed API, part of the Skype Developer Platform.

The role of the contact centre

May 28, 2015

As customer experience becomes the primary competitive advantage in business, the role of the contact centre is changing significantly. But whether it becomes the heart of the business or a component of the bigger machine depends on the business, say African contact...