A more engaging customer service environment

With visual IVR, a list is displayed showing easy-to-use menu options for customers to select on their device of choice before even making a phone call.

1stream

3:00

Zipwire

Apr 22, 2016

Aspect Software announces Zipwire 3.10 enhancements

Included are new omni-channel reporting capabilities and integration with ZenDesk's customer support applications and Oracle RightNow's CX Cloud application.

Ocular Technologies helps uplift school

The company is seeing transformation through its long-term social initiative commitment to the Alexandra-based Realogile Secondary School.

Next generation of Infor Customer Relationship Management

This features an intuitive user interface with Infor SoHo styling for the updated mobile application.

South African contact centre jobs safe from robots

The contact centre sector is growing and shows no sign of shedding jobs as a result of technology advancements.

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

2:10

Basic fundamental common to all agile companies

Apr 14, 2016

Clear communication common to all agile companies

The true test of a business' ability to communicate and transfer the value of their agility is in the customer/ service provider supply chain scenario, says MobileData.

TradeSwitch

28 - 28 July 2026

ITWeb CX Summit Executive Dinner

3:40

Palladium Business Solutions

Apr 8, 2016

Acumatica helps service providers grow revenue, profit

The Acumatica solutions tackle the issues of customer relations and productivity simultaneously, says Palladium Business Solutions.

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

4:10

Strategic workforce management

Apr 7, 2016

WFM: managing talent in a contact centre

Strategic workforce management at its most basic entails knowing where the talent resides; at its most complex, it involves great data, says Mark Edwards, Director and CTO of Intuate Group.

Contact centres must up digital platform management

Lack of quality control of digital platforms within contact centres can lead to degraded customer experience, says Dimension Data's Rob Allman.

Aspect Software helps upgrade legacy recorders

It has announced a replacement program aimed at helping companies upgrade their legacy NICE and Verint recorders.

Ocular donates to special needs school

Ocular handed over computers and software to the Coronation Training Centre, a school based in Newlands, Johannesburg.

Auto diallers more than a sales driver

Auto diallers ensure sales teams cannot be selective about who they talk to, and eliminate time wasted on manually dialling incorrect numbers, says Wanatel.

Wanatel

2:10

Turnstyle's Social WiFi platform

Mar 1, 2016

The Baron Group deploys Turnstyle's Social WiFi platform

This has allowed The Baron to provide its customers with free WiFi at the restaurant, and has given insights into customer demographics and behaviour.

Xpertek Group

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