eBook: The buyers’ guide for customer service software

The global digital communication and security specialist today announced the sale of its business to customer communications and engagement technology company Doxim.

Nihilent director and executive vice-chairman LC Singh reflects on the early years of IT, the genesis of Nihilent’s change management framework and riding the wave of the experience economy.

Enghouse Interactive’s WFM solution forecasts and schedules the work of contact centre staff on a platform designed to increase agent retention and productivity.

The company is helping customers to manage change and embrace new technology for business growth.

Bots essentially automate processes, and the steps and complexity of processes will dictate how effectively the bot can deliver on expectations, says Richard Firth, CEO of MIP Holdings.

A constantly reviewed social media policy that informs third-party content analysis can help firms avoid a digital misstep similar to that of Clicks.

Enghouse Interactive’s contact centre solution now features integration to Vidyo, a real-time video tool that enables direct customer interactions.

MACmobile has added an offline capability to FIELDForce, which enables SZL to utilise the solution without network connectivity.

The companies have partnered to deliver a fully automated intelligent claims processing solution.

The next step up from e-commerce, virtual reality commerce ─ or v-commerce ─ will play a critical role in the future of retail in South Africa and the rest of the continent.

The citizen engagement platform has handled over 400 000 queries on behalf of SASSA, saving the agency R7.5 million through its automated contact centre.

Proactively introducing new solutions and using tools such as speech and text analytics is setting a new standard in customer care, says Tanya Phillips, COO of Pivotal Data.