Rather than replace contact centre agents, AI is poised to enhance their capabilities and redefine their roles, says Martin Cross, chief strategy officer at Connect.
Press release
Timeline
2023
December
- 7.
October
- 23. With real-time data analysis, the contact centre of the future will be able to anticipate a customer query, says Martin Cross, chief strategy officer at Connect.
August
- 25. The partnership will enhance the choice of contact centre as a service solutions offered in the country.
July
- 5. Customer engagement approaches need to evolve into the opti-channel realm, says Gert Swart, group CTO of Connect.
June
- 28. By bringing together human interaction and technology, and harnessing connected data, companies can create better experiences for customers and employees, says Karl Reed from Connect SA.
- 22. Forward-thinking companies are transforming contact centres to re-imagine how they interact with customers and deliver memorable outcomes, says Karl Reed, Connect SA.
March
- 15. The first step to a successful contact centre cloud migration starts with an assessment of business needs in terms of the company's contact centre capabilities, says Karl Reed, VP of Solutions at Connect SA.