The value of multichannel contact centres
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...Software-based solutions for SMEs
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...Inaugural data centre conference launches
Data Centre Central is a new conference and expo which has been launched to address the unique economic, engineering and legislative aspects of designing and operating a data centre in South Africa. The event will take place at the Hyatt Regency Hotel, Rosebank,...Avaya, Wind River collaborate on vSwitch
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...African contact centres move to cloud
Contact centre specialists Interactive Intelligence are set to help Africa’s contact centres leapfrog the on-premise era and move directly to the cloud. Addressing a recent Contact Centre in the cloud executive forum in Sandton, South Africa, Interactive...