AI should ‘augment, not replace’, says Avaya

Early-bird registration is open for the ITWeb Customer Experience Summit, to be held on 15 October in Bryanston.

It can help build revenue by ascertaining where people are on the Web site and why they are visiting a specific page, says Karl Reed, Chief Solutions Officer, Elingo.

Instant messaging services play a significant role in enabling quick problem-solving and enhancing customer service, says Ocular Technologies CEO Pommie Lutchman.

Avaya will display proven communications and collaboration use-cases developed in conjunction with customers and partners from across the globe.

Competition in the telecoms sector is expected to intensify as corporates prepare for ICASA’s imminent introduction of non-geographic number porting.

Contact centre operators must apply intelligence to customer data to create a rich, unified view of the consumer, says Deon Scheepers, customer engagement executive at Pivotal Data.

Marketers need accurate information, workflows and collaboration tools to be effective, says Jillian Erasmus, marketing manager of About IT.

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Over eight million customers to date have switched network providers due to dissatisfaction with the service and finding better deals elsewhere.

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Ahlfeldt, an expert on customer experience, will be presenting the keynote address on 15 October.