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This article was originally published on BetaNews If there is a business area that is deeply affected by digital transformation it is customer service, which is rapidly becoming re-branded as customer experience (CX). According to a Walker study,... Read More
( Staff Writer ) | 1,424 Views | 0 Replies
This article was originally published on TelecomReseller Choosing a new contact center solution is a big investment that will affect your everyday operations and the experience you provide to your customers. With that on the line, deciding on a new... Read More
( Staff Writer ) | 1,426 Views | 0 Replies
This article was originally published on ComputerBusinessReview AWS delivers new cloud-based contact centre for easy access across channels, Amazon Connect. Amazon Web Services (AWS) has revealed its new contact centre service, Amazon Connect, a... Read More
( Staff Writer ) | 1,680 Views | 0 Replies
One message, many conversations on multiple channels   Digital technology is fast transforming the service providers and communications contact centre industry. Social media engagement has already risen by 23 percent and phone transactions handled... Read More
( Staff Writer ) | 1,262 Views | 0 Replies
Lauded RECITE Interaction Recording Solution  Boca Raton, Fla., Nov. 17, 2016 ? Numonix, a leader in interaction recording and quality management solutions, is pleased to announce it has been named a ?Company to Watch? in Frost & Sullivan?s... Read More
( Staff Writer ) | 1,669 Views | 0 Replies
What will the call center of 2025 look like? Well, to start with, it?s unlikely to be a physical ?center? anymore. The rise of cloud technology is predicted to lead to an increase in remote working. But this move outside the office walls is far... Read More
( Staff Writer ) | 1,705 Views | 0 Replies
Why this Bob Dylan classic is apropos for the revolution in customer experience happening today The winner of the 2016 Nobel Prize in Literature, Bob Dylan, got it right when he wrote the immortal, "The Times They Are A-Changin'." While "Mr.... Read More
( Staff Writer ) | 1,633 Views | 0 Replies
The rapid growth of data speeds and connectivity options in South Africa have enabled local businesses to take advantage of cloud solutions, and many companies are doing just that, writes Sadiq Munshi, product development manager at Jasco... Read More
( Staff Writer ) | 1,773 Views | 0 Replies
One of the keys to great customer satisfaction is a company?s ability to react to their customers? needs quickly and effectively, writes Andre Deetlefs, executive manager for lines of business at Jasco. Fast access to everything means that... Read More
( Staff Writer ) | 1,440 Views | 0 Replies
PHOENIX, AZ--(Marketwired - Aug 4, 2016) - Enghouse Interactive is proud to announce the successful integration and interoperability testing between Enghouse Interactive Contact Center: Enterprise (CCE) version 9 and the GENBAND Application Server... Read More
( Staff Writer ) | 1,378 Views | 0 Replies
The global hosted contact centre market is seeing growth driven by the shift of almost all aspects of business to a digital environment and as well as companies looking to replace ageing call centre systems. This is according to Jan K?hn, director... Read More
( Staff Writer ) | 1,384 Views | 0 Replies
Whether it stems from our desire to remain in control or the often inherent mistrust of outsourcing services, many businesses prefer keeping departments in-house. But when looked at from a different perspective, it becomes clear that to manage... Read More
( Staff Writer ) | 1,389 Views | 0 Replies
The concept of the contact centre has evolved dramatically over the decades, from manually operated switchboards to automated call distribution and on to the PABX that has enabled anything from local enterprise huge multinational corporations to... Read More
( Mitchellb ) | 1,928 Views | 0 Replies
Cloud Contact Centre Security 5 Common Myths ? Clare Angood dispells the myths surrounding implementing cloud in your contact centre It?s hard to remember the last time the IT world saw a paradigm shift as significant as the move to cloud. Almost... Read More
( Mitchellb ) | 2,056 Views | 0 Replies
Having grown up in a time of rapid change, millennials have a different set of priorities and expectations and it is for this reason that they are revolutionising business as we know it. Advancement in technology means that future workforces will... Read More
( Mitchellb ) | 2,187 Views | 0 Replies
This white paper attempts to provide a basic understanding of the processes that workforce management (WFM) encompasses that makes the modern customer service operation possible.  Each of the six processes - namely forecasting, planning, scheduling... Read More
( WhichVoIP ) | 2,487 Views | 0 Replies
The growth in the South African call centre industry is expected to continue, fuelled by international companies choosing to place their contact centres in the country. This is according to Wynand Smit, CEO at INOVO, speaking to ITWeb, who notes... Read More
( WhichVoIP ) | 2,502 Views | 0 Replies
Analyst impressed that Enghouse's Contact Centre solutions deliver unrivalled value for money and a low total cost of ownership. Enghouse Interactive, developer of a comprehensive portfolio of unified communications (UC) and contact centre... Read More
( WhichVoIP ) | 2,092 Views | 0 Replies
  Is Virtual Reality the next trend set to shake up customer service? Kseniia Aksenova takes a look. As virtual and augmented reality technology becomes more and more advanced, opportunities for its use become more widespread. This includes... Read More
( WhichVoIP ) | 2,582 Views | 0 Replies
The typical call center interaction once required nothing more than the telephone and the right number to reach customer service. You may have needed to navigate your way through the menu to reach the right person, but once you had the agent on the... Read More
( WhichVoIP ) | 2,077 Views | 0 Replies