AI technology will save contact centre agents, not displace them
Rather than replace contact centre agents, AI is poised to enhance their capabilities and redefine their roles, says Martin Cross, chief strategy officer at Connect.
The journey to the contact centre of the future starts in the cloud
With real-time data analysis, the contact centre of the future will be able to anticipate a customer query, says Martin Cross, chief strategy officer at Connect.
Connect extends Five9 partnership to SA
The partnership will enhance the choice of contact centre as a service solutions offered in the country.
The opti-channel era is dawning! This is why contact centre operators should care
Customer engagement approaches need to evolve into the opti-channel realm, says Gert Swart, group CTO of Connect.