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.
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.
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.
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.
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.
When a team attempts to collaborate on a project, only to be hindered by a slow, unreliable network, the frustration is bound to mount. This is the reality for many internal users grappling with a poor network user experience (NUX).
In today’s hyper-connected world, where the need to deliver personalised engagement and intuitive customer service has become the minimum industry standard, contact centres have become a hub of personal customer data.
Businesses are under immense pressure to deliver exceptional customer experiences (CX), with the contact centre the key to delivering omnichannel engagement capabilities that meet and exceed customer expectations.
The adoption of artificial intelligence (AI) across the contact centre is rapidly accelerating, with a survey from unified communications & collaboration research firm Metrigy highlighting that over 70% of contact centre operators increased spending on AI in 2023 and 2024.