While automation and online tools will continue to grow, voice interactions remain central in markets where relationships drive business.
Timeline
2025
November
- 24.
- 18. Organisations now choose South Africa not just because it is affordable, but because it delivers value, says Smartz Solutions.
- 17. You can’t fix what you’ve never experienced, says Vanda Dickson, business development manager at Smartz Solutions.
- 11. When you put advanced technology on top of weak process design, you’ll get expensive chaos, says Vanda Dickson, business development manager at Smartz Solutions.
- 10. When digital journeys falter, it’s the human voice that restores trust, says Vanda Dickson, business development manager at Smartz Solutions.
September
- 1. By aligning voice biometrics with AI-driven self-service, companies can unlock secure and compliant contact centre performance, says Smartz Solutions.
- 1. ContactBabel has launched its first in-depth research programme dedicated to the South African contact centre market.
August
- 26. Without the right strategy, processes and culture in place, even the most sophisticated AI solution will underperform, says Smartz Solutions.
June
- 18. The Smartz Solutions platform, which integrates digital and voice channels, AI-driven features and advanced analytics, is being deployed within Merchants’ ecosystem.
April
- 30. Modern customer expectations demand flexibility – omnichannel support, fast response times and personalised engagement across multiple platforms, says Henry Mc Cracken, CEO of Smartz Solutions.
March
- 24. African businesses have been trapped in a cycle of dependency on legacy technology providers, locked into excessive fees, restrictive contracts and inflexible systems, says James Guthrie, founder of Smartz Solutions.
- 18. The companies say the collaboration will see them deliver scalable, future-ready and cost-effective communication solutions.
February
- 17. Contact centres relying on outdated technology are not just falling behind – they are actively losing customers, revenue and the ability to compete, says James Guthrie, founder of Smartz Solutions.
January
- 14. Smartz Solutions' contact centre platform is priced in ZAR and designed with the African market in mind.