Transforming CX through operational excellence: a CEM Africa Summit discussion

Johannesburg, 19 Jul 2018
Read time 2min 00sec

Contact centre CX specialist INOVO has joined the Customer Experience Africa Summit for 2018 as silver co-sponsor with Enghouse Interactive, for the second time. This prestigious industry event sees industry leaders and practitioners in customer experience coming together to discuss and reveal best-practice strategies for CX.

The company has joined forces with technology partner Enghouse Interactive to deliver a workshop that focuses on the business value offered by optimising CX in the contact centre environment.

CX is a key differentiator and significant consideration in contemporary business. From leveraging technology to gain a more efficient and valuable ROI, to examining data to produce the kinds of insights that bring CX strategies to life, the workshop at the summit tackles the role of CX from a contact centre perspective, with a view to achieving real business results.

INOVO CEO, Wynand Smit, explains: "As the beating heart of your customer service department, the contact centre is critical in shaping the overall customer experience. Every touch point could be a potential pain point, which is why streamlining operations and reducing customer effort should be key aspects of your CX strategy. There are multiple opportunities for CX enhancements in the day-to-day operations of your contact centre and business. From optimising workflow and processes, to increasing employee productivity and efficiency, transforming your contact centre into a hub of customer experience excellence should be a key objective for every customer-focused business."

Jos'e Luis Casta~nos, EVP Business Development of Enghouse Interactive, concurs: "CX is an essential consideration in business for customer experience managers, contact centre or operations managers and marketing managers, since it transforms how you're doing business and how you interact with customers. It's an exciting, evolving discipline that's both a challenge and an opportunity; across the continent, your competitors are all engaging with CX enhancement strategies, so you can't afford not to do the same."

Visit contact centre specialist INOVO and Enghouse Interactive at their stand at the CEM Africa Summit on 1-2 August 2018, at the CTICC in Cape Town, to learn more.


INOVO offers contact centres a flexible way to service, sell to, or collect from customers across any channel, all with a view to transforming the customer experience, saving costs and driving efficiency and profitability. Through a collaborative approach, the company provides award-winning technology, solutions and professional services that deliver better, measurable results.

For more information, go to

Enghouse Interactive

Enghouse Interactive ( delivers technology and expertise to maximise the value of every customer interaction. The company develops a comprehensive portfolio of customer interaction management solutions. Core technologies include contact centre, attendant console, predictive outbound dialler, knowledge management, IVR and call recording solutions that support any telephony environment, on-premises or in the cloud. Enghouse Interactive has thousands of customers worldwide, supported by a global network of partners and more than 800 dedicated staff across the company's international operations.

Enghouse Interactive is a subsidiary of Enghouse Systems, a software and services company traded on the Toronto Stock Exchange (TSX) under the symbol "ENGH". Founded in 1984, Enghouse Systems is a consistently profitable company, which has grown both organically and through the acquisition of well-regarded specialists including AndTek, Arc, CosmoCom, Datapulse, IAT, IT Sonix, Survox, Presence Technology, Reitek, Safeharbor, Syntellect, Telrex, Trio, Voxtron and Zeacom. Learn more at

Enghouse Interactive:
Tiago Saraiva
Marketing Manager Spain & Africa

CEM Africa

CEM Africa is a meeting place for CX professionals and innovative CX solution providers. The show takes place on 1-2 August 2018 at the CTICC in Cape Town, where like-minded customer experience experts and the top CX solution providers gather for an informative and educational summit with the common goal of improving customer experience across Africa. The event provides a platform for like-minded CX professionals to showcase their industry knowledge as well as solutions to better the customer's perception of the brand. Visit

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Irvine Partners Scott Dunlop (021) 462 4033