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Viewpoint: Customer engagement in the cloud a game changer

Migration to cloud is leading to the massive growth and development of customer engagement tools, says Ebrahim Dinat, COO at Ocular Technologies.

Cape Town uses smart tech to dispatch emergency services

The City of Cape Town uses the latest technology to integrate six emergency and policing services departments for better service delivery.

Sibahle Malinga

2017 EMEA Top Ranking Performers Awards Gala

Talksure wins at EMEA Contact Centre Awards

The event was held in London by ContactCenterWorld.com which is the largest Contact Centre Association in the world.

Interactive voice recognition

Algorithms at work: keep a hold fast on the customer on hold

IVR is still a popular phone-based customer support used extensively in contact centres around the world, says Ocular Technologies.

Ocular Technologies

Tech vs people: South Africa's skills conundrum

Tech vs people: South Africa's skills conundrum

So what then is the fate of the call centre agent? Well, while AI can give the right answer, it struggles to give the right experience says Ryan Falkenberg, co-CEO, CLEVVA.

Ryan Falkenberg

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

Connection Telecom

Future telecoms leapfrogs from supply to demand

Telecoms providers need to anticipate new customer demands or compete with innovative products for their attention, says Connection Telecom.

Connection Telecom

27 - 27 July 2026

ITWeb CX Summit Executive Dinner

Viewpoint: The contact centre is a goldmine of customer information

You can discover valuable insights in contact centre conversations and deliver a great customer experience, says Ebrahim Dinat, COO at Ocular Technologies.

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

Westcon-Comstor sharpens customer focus

The company has completed a global shared services and?business process outsourcing?programme that will deliver consistent and improved customer service.

Westcon-Comstor

Significant customer engagement

Getting to the right person with relevant information is not as simple as it sounds.

Facial recognition solutions

How technology is changing the retail space

Large retailers are starting to utilise machine learning, combined with predictive analytics, to assist them in enhancing consumer engagement, says SAS.

Chatbots to save businesses $8bn: research

Recent study predicts that chatbots will be great cost saving devices for businesses.

Kgaogelo Letsebe

Globetom gears up for TM Forum Live! 2017

The company is participating in a Catalyst project called the Digital and Interactive One-Stop Shop.

Cloud China 2017

Avaya honoured for Cloud Excellence

It won at Cloud China - 2016-2017 for its Contact Centre as a Service solution.

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