By Ryan Falkenberg, 12 March 2025 – Originally published by IT Web. As organisations grow, the pressure to maintain the service levels that led to their growth increases. Delivering effective customer service at scale requires specialist skills – skills that are not...
Read MoreBy Ryan Falkenberg, 03 February 2025 – Originally published by Cover. Very few businesses operating today don’t have a customer-facing piece of technology. Whether that’s an actual product, an app, or even just e-commerce and customer service functionality on their...
Read MoreBy Ryan Falkenberg, 20 January 2025 – Originally published by Gadget. The emergence of AI agents is poised to bring profound changes to the contact centre industry. With companies such as Microsoft, AWS, Google and Salesforce all releasing autonomous agent capabilit...
Read MoreBy Arthur Goldstuck, 19 January 2025 – Originally published by Business Live. Artificial Intelligence (AI) will cast a large shadow over next week's World Economic Forum (WEF) annual meeting in Davos. as world leaders grapple with its transformative impact on jobs, eco...
Read More13 January 2025 – Originally published by IT-Online. In 2024, artificial intelligence, and particularly Generative AI, became buzzwords across industries as businesses grappled with how the technology would change the way they worked. In 2025, South African business...
Read MoreBy Marcus Law, 18 September 2024 – Originally published by AI Magazine. The MEA region has seen rapid AI growth from a growing number of startups and established companies, led in particular by UAE and Saudi Arabia AI adoption in the MEA region is gaining momentum, wi...
Read More12 December 2024 – Originally published by IT-Online. 2025 is set to be a transformative year for businesses in South Africa with industries navigating new challenges and opportunities driven by global trends, technological advancements, and market dynamics. From sh...
Read MoreBy Ryan Falkenberg, 04 December 2024 – Originally published by TechFinancials. Ask most people how they feel about getting a sales call and they’ll tell you how annoying it is. That annoyance only increases if they pick up the phone and can tell that a virtual agent...
Read MoreBy Ryan Falkenberg, 19 November 2024 – Originally published by IT-Online. For millions of South Africans, there are few things more frustrating than dealing with a government department or state-owned enterprise (SOE). Whether it’s asking when you can expect your...
Read MoreBy Ryan Falkenberg, 17 October 2024 – Originally published by Retail Brief Africa. Not all that long ago, Black Friday was the preserve of major US retailers. Held the day after US Thanksgiving (which always falls on the fourth Thursday of November), it signals the sta...
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