TechForum
Realising true value requires sustained focus beyond the delivery milestone, when the solution is tested under real customer demand, operational pressure and fluctuating volumes, says Laura Temple, portfolio director at Connect.
TechForum
ROI from AI in inbound and outbound contact centres
A winning business case for AI in the contact centre starts by defining the target: efficiency, growth, cost savings or a combination, says Greg Jarvis, global customer success director at Connect.
Artificial Intelligence
How SA leaders are reshaping enterprise CX in the age of AI
South Africa’s customer experience leaders are navigating a period of rapid change, driven by the promise and pitfalls of AI.
TechForum
AI is transforming language localisation from translation to real understanding
Connect's proprietary models integrate entity and intent extraction with inverse text normalisation, transforming the fluidity of speech into structured, machine-usable information, says Alfredo Gemma, AI solutions director at Connect.