Nearly 700 organisations have moved from legacy contact centre systems to the Genesys Customer Experience Platform from 2017, the company says.
Three distinct areas can become part of a strategy that achieves those goals: data, time and resources, says CEO of Inovo, Wynand Smit.
The launch of an offshore contact centre in SA by Silver Top Taxis in Australia, in partnership with Merchants, a Dimension Data company, will create 84 new jobs.
The company incorporates Afiniti's software, which analyses behavioural patterns to match users with agents, into its contact centre platform.
Navigating the CX value chain
Marnitz van Heerden, Head of Customer Experience at Discovery Health, shared his views on the changing role of the CxO, measuring value against revenue and the upcoming CX Summit. Taking place at The Maslow on 5 October, the CX Summit is an unmissable event that will connect the dots between tech, employees and customers. To register, go to www.itweb.co.za/event/itweb-cx-summit-2023 today! #ITWebCX2023 #discoveryhealth #customerexperience
The continuous rise in popularity of the chatbot is due to the technology being behavioural based, says Ocular Technologies.
ITWeb CX Summit Executive Dinner
Customer experience has overtaken price and product as the key brand differentiator for consumers, says NICE.
Everything, everywhere, all at once in CX
Sponsored by Verint, the ITWeb CX Summit 2023 will connect the dots between tech, employees and customers by providing insights and learnings into how to ensure that organisations reach customers where and how they want to be engaged. With an agenda that speaks to the entire CX value chain, the event - taking place on 5 October at The Maslow in Sandton - will equip organisations with the means to ensure their tech stacks and strategies bring their customers closer and keep them there. Register at itweb-cx-summit-2023/registration today! #ITWebCX2023 #verint #customerexperience
The Facebook, Cambridge Analytica scandal has dire consequences for contact centres, says Ebrahim Dinat, COO of Ocular Technologies.
The company plans to expand its team; grow its customer base and revenues; and prepare for international expansion.
The customer experience is best when it's up close and personal.
Presence Suite's Customer Interaction History lets contact centre agents and supervisors access the full history of multichannel interactions with the customer.
Pindrop's Phoneprinting technology creates an "audio fingerprint" of each call to a contact centre by analysing over 1 380 unique call features, says Ocular Technologies.
Worldwide CRM software revenue amounted to $39.5 billion in 2017, overtaking database management systems at $36.8 billion.