Practical ways to drive customer experience excellence

Johannesburg, 18 May 2016
Read time 2min 00sec

Cape Town, 7 June
Johannesbirg, 9 June

Customer service specialists INOVO and Presence Technology are partnering to present a dynamic event to be hosted in Cape Town and Johannesburg on 7 and 9 June respectively. Customer Experience (CX) is the buzzword at the moment, and these two industry leaders in the contact centre space, along with global growth partnership and advisory firm, Frost & Sullivan, will be providing fresh insight on this hot topic.

Gareth Mellon, Frost & Sullivan ICT Programme Manager, will be a key speaker at this complimentary event.

Due to the complexity of reconciling the customer experience across traditional and emerging customer contact channels, creating a seamless and positive customer journey is one of the greatest challenges facing businesses today.

With this in mind, the event will address:

* The current view of the SA contact centre market, along with developments and trends;
* Examples of customer experience best practice;
* How to provide a seamless customer journey;
* Understanding the role of the contact centre in the customer journey; and
* Practical ways to drive customer experience improvements.

Companies that wish to improve their customer experience, update existing solutions, or implement new solutions, will be attending the event to explore what options would most suit their requirements and benefit their customers.

Araceli Aranda, Presence Technology CEO says: "We are looking forward to sharing our collective knowledge in Customer Experience Best Practice at our events in Cape Town and Johannesburg. Frost & Sullivan's market intelligence OR analyses, in addition to some of the practical insights offered by our partner, INOVO, will undoubtedly prove to be invaluable to any business that wants to improve their customer experience".

Wynand Smit, CEO at INOVO adds: "Great customer experiences cannot be built without the appropriate technology, operational knowledge and relevant research insights. We aim to bring these together in one session to offer businesses a holistic view of how their collective interactions impact on brand and company perception".

The events are free to attend. To register, visit


INOVO builds contact centre profitability from the ground up. From reducing contact centre costs and increasing efficiencies to driving exceptional customer experiences, INOVO provides award-winning technology, solutions and professional services that deliver better, measurable results. For more information, go to

Presence Technology

Presence Technology is a worldwide leading provider of multi-channel CEC solutions that enable contact centres to optimise resources and improve communication process efficiencies. Designed to work as a standalone solution or in tandem with an existing PBX, Presence simplifies communication between businesses and their customers, reducing the need for costly equipment changes or upgrades. Presence Technology solutions are consistently recognised for quality and innovation, most recently receiving TMC awards for Unified Communications Product of the Year and Communications Solutions Product of the Year and WebRTC, in addition to being positioned in the Gartner Magic Quadrant for Contact Centre Infrastructure. Presence has a portfolio of Global Clients serviced by a team of highly skilled professionals, and a network of strategic partners in Africa, North America, Latin America and Europe supporting their efforts around the world. Visit for more information.

Released by Irvine Bartlett, Scott Dunlop,

Editorial contacts
Rebecca Conyngham (203) 852 6800 ext 287
Presence Technology Fabienne Ducarouge
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