Compliant call recording unlocks treasure trove of business benefits, says Telviva
Businesses are starting to see the effective and compliant recording of conversations has evolved into a strategy to provide a strategic advantage, says Telviva chief commercial officer Rob Lith.
COVID-19 will accelerate the use of voice biometrics to improve security, particularly in the contact centre and financial services sectors, says Forrester.
Beware: Cold calling contact centres offer extortion as a service
The use of outsourced call centres to extort money via ransomware is a sinister ramping up of cyber crime activities − the latest refinement, so to speak, of a nasty trade.
Universe Direct, SA's largest distributor of refurbished IT equipment, says it is well-placed to meet the demands of the new call centre business entering South Africa.
The line between call centres and functions like finance, sales and support is blurring as companies use cross-functional experience to enhance customer service, says Ian Goss-Ross, chief executive officer of Elingo.