Convergence is leading the changes in contact centre technology, reveals Dimension Data's Global Contact Centre Benchmarking Report 2007.
FrontRange Solutions will acquire Enteo Software, a developer of PC lifecycle management and Citrix Management solutions.
CRM might have been all about technology 10 years ago. Today, it's more about people and processes.
Interactive Intelligence has enhanced its Interaction Director routing system for contact centres.
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
Intelleca has announced a five-year investment in Intelleca Labs.
ITWeb CX Summit Executive Dinner
Sybase SA's BIPractice and Cognos SA look set to shake up the local BI landscape with a new technology partnership, with the appointment of Sybase SA as a Certified Cognos Partner for the Cognos 8 BI Suite of products.
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
African Legal Networks will use Fuzion's offering, hosted on Saratoga's IT infrastructure.
Bromide Technologies will manage Rohlig Grindrod's call centre.
The in-source, outsource game has been going on for some time. Current indications are 'out' is now 'in'. Is this yet another round in the (perpetual) cycle?
ITWeb CX Summit 2025
The future of CX
During an executive breakfast, held on 19 April in partnership wit ITWeb, Verint shed light on predictive analytics in CX. Attendees also benefited from insights on emerging technologies that might empower consumers and businesses in the future #ITWebFutureCX #verint #customerexperience
When UK telephony provider The Carphone Warehouse realised it was running out of call centre resources and capacity in the UK, it turned to SA in its first outsourcing venture.
When it comes to the future of the outsourcing market, the only thing certain is that no one can agree on where it is going or what will happen next.
1776: Adam Smith, in the 'The Wealth of Nations', formulates a theory of competitive advantage, extracting the notion of outsourcing as a way to cut costs by hiring cheaper labour in less developed countries.
Demand for outsourced call centre solutions sees Dialogue exceed its own pre-listing forecasts.