Spescom DataFusion has delivered Avaya call centre technology to Cape-based 3iSolutions.
Staff absenteeism continues to be a problem for the contact centre industry, which in SA represents almost 0.5% of the employed population, reveals a new report from Dimension Data.
Businesses are increasingly using customer segmentation as a basis for tailored marketing campaigns, according to a recent Dimension Data contact centre report.
Four in 10 contact centres do not test their disaster recovery plans, according to a survey report from Dimension Data.
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
Contact centres are investing in voice technology to support cost reduction, according to a Dimension Data report.
ITWeb CX Summit Executive Dinner
Bandwidth costs are the biggest factor in determining how SA will do in business process outsourcing (BPO), says Computer Sciences SA.
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
Dimension Data says the majority of companies are not providing their contact centre agents with selling skills.
Atio has become a Microsoft certified implementation partner.
In the six months to December, JSE-listed FrontRange reduced its attributable loss by 33.7% compared to the same period a year earlier.
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
Spescom has been awarded the contract to supply a call centre solution to the eQuals Group.
Dimension Data division 3fifteen has established a specialised Microsoft Business Solutions customer relationship management (CRM) team.
The Botswana Telecommunications Corporation has contracted Atio to implement a contact centre to improve its customer service.
Microsoft says its new customer relationship management (CRM) offering will be its priority for the next six months as it goes after the top spot in the market.