by Dianne Bayley | Mar 15, 2020 | Innovation
In today’s increasingly connected world, businesses no longer have the luxury of dictating to consumers how they interact, says Shaun Van Rooyen, Strategic Accounts and Partnerships Manager, Africa at Infobip. Instead we have entered the ‘experience economy’ where it...
by Dianne Bayley | Aug 6, 2019 | Security and Legal
Using omni- and opti- channel models to put customer experience at the core of the business is fast becoming a basic feature for companies with multi-million customer bases, and the modern communications service providers’ (CSPs) pursuit of optimising their channels...
by Dianne Bayley | Jul 27, 2019 | Innovation
The Automobile Association of South Africa (AA SA) faced mounting costs from a legacy communications system, in addition to requiring an omni-channel solution that enabled easy integration into existing communication channels. Itec developed an easy-to-implement and...
by Dianne Bayley | May 29, 2019 | Sustainability
South African B2B organisations need to start building their digital commerce strategies and deliver revenue growth, writes Hans Zachar, MD for Technology Strategy at Accenture, Africa, as digital commerce grows at an accelerated pace globally, including among...
by Dianne Bayley | Aug 10, 2016 | Features
By Andre le Roux, Interactive Intelligence Managing Director, Africa Region Non-voice channels within the contact centre are rapidly edging into the territory once dominated by voice interactions. Far from being a threat to the traditional contact centre, this trend...
