Articles.

• Article

Just like Software as a Service (SaaS) disrupted the enterprise application market, AI will create new business models that will challenge the status quo in various industries. In this regard, Microsoft CEO Satya Nadella predicted that an AI-driven Agents-as-a-Service (AaaS) model will replace SaaS.

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Modern digitally-savvy consumers expect artificial intelligence (AI)-powered interactions across the customer journey when engaging with contact centres today, demanding natural, fluid interactions that closely mimic conversations and experiences with human agents.

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Every contact centre operator running a legacy on-premises solution faces important decisions around their modernisation and cloud migration strategy, including Avaya customers.

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As traditional resource-intensive interactive voice response (IVR) systems reach end of life, contact centre operators have an opportunity to transform the complex and often clunky customer experience (CX) associated with legacy systems by embracing a cloud-based IVR modernisation strategy.

• Article

As traditional resource-intensive interactive voice response (IVR) systems reach end of life, contact centre operators have an opportunity to transform the complex and often clunky customer experience (CX) associated with legacy systems by embracing a cloud-based IVR modernisation strategy.

• Article

Due to the influence that customer experience (CX) wields in winning and retaining the hearts and minds of modern-day consumers, businesses use multiple metrics to track, measure and quantify its impact.

• Article

In 2025, artificial intelligence (AI) will expand its influence in the contact centre space as this prolific technology trend permeates more facets of daily operations, dominating capital expenditures and strategic decision-making.

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These shifts have brought innovative solutions such as AI for contact centres to the forefront, reshaping customer service and operational workflows. Increasing investment opportunities made possible by advancements in technology continue to contribute to uplifting the economy of South Africa.

• Article

Over the past three decades, our organisation has witnessed significant advancements in customer experience. The adoption of advanced technologies has enabled organisations to transition from reactive to proactive customer engagement strategies.