Underpinning SA’s Business process outsourcing explosion – why the tech stack is crucial
By Industry Contributor 27 September 2022Andre Olivier from Borwood Group explains why the tech stack is as crucial as call centre service level agreements when it comes to business process outsourcing FULL STORY >
Redefining the boundaries of human engagement
By Industry Contributor 2 June 2022Technology has evolved to the point where it can transform human engagement. Rod Jones from Callbi explains. FULL STORY >
New voice recognition technologies to bring call centres woes to an end
By Ryan Noik 17 June 2016The end of frustrating telephone verification processes are in sight, as new voice recognition technologies have matured sufficiently to be used widely by call centres in confirming the identity of customers on the phone. FULL STORY >
Interactive Intelligence launches Customer Engagement Cloud Service in South Africa
By Ryan Noik 14 April 2016There is some good news regarding contact centres, both for agents using and for customers experiencing them, as Interactive Intelligence has launched its customer engagement cloud service, Pure Cloud, in South... FULL STORY >
Not Blinded by Buzzwords: Why choosing the right Cloud Provider requires a critical approach
By Staff Writer 13 May 2015Jed Hewson, Director at 1Stream, a leading provider of cloud based call centre technology in Southern Africa, says that business leaders/decision-makers need to first and foremost ‘play detective’... FULL STORY >
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