Contact Centre Industry News Archive

Protect your data with proactive monitoring  2010-07-01

Skills development in SA - breaking the tradition  2010-07-01

The "BRAIN" Model of intelligibility in business telephony  2010-06-30

GRC as a corporate strategic weapon  2010-06-30

BasisOne emerges as Africa's premier SAP-accredited hosting provider  2010-06-30

Leveraging UC and workforce optimisation to improve the customer experience  2010-06-28

SMS messaging gets to work  2010-06-28

Exclusive Sub-Saharan Africa Partnership Announced  2010-06-25

Roll-out of the Monyetla Work Readiness Programme  2010-06-23

Blue label data attains centre of excellence accreditation  2010-06-22

Opinion piece: Virtualising the desktop - save space, save money, save the enviroment  2010-06-22

FIFA World Cup Call Centre helps to make 2010 hassle-free  2010-06-21

Protection of Personal Information Bill  2010-06-21

Outrageous Interactions competition launched for SA call centres  2010-06-21

European eGovernment Contact Center Wins Altitude Software Innovation Award  2010-06-18

New survey shows IT skills under pressure but junior and entry level skills available  2010-06-18

World Cup influences how the service industry game gets played  2010-06-18

Transport call centre established for World Cup  2010-06-18

DOT guides tourists  2010-06-17

Satyam to manage IT services at Fifa World Cup  2010-06-16

Senior Frost & Sullivan Analyst Discusses Top Contact Centre Trends at Interactive Intelligence 2010 User Forum  2010-06-15

Opinion piece: Repatriating outsourced IT services - a good move or not?  2010-06-15

BPO industry to focus on international financial services  2010-06-14

South Africa seeks $10 billion bilateral trade with India by 2012  2010-06-11

Senator wants disclosure on outsourced calls  2010-06-11

India to help Burkina Faso set up first call centre  2010-06-10

Call Centre managers must manage World Cup expectations  2010-06-10

Opinion piece: A new dawn in Africa  2010-06-10

Aegis takes innovator’s role again, launches Institute of Customer Experience Management  2010-06-09

Survey Rates IT Consolidation a Top Customer Priority  2010-06-09

Compass announces Proxy Bid service as an extension of its Outsourcing Value Analysis offering  2010-06-08

Contact centres must become PPI-ready now  2010-06-07

Service sector to drive Kenya's economy  2010-06-07

Payroll Association gets business ball rolling on 2010 conference  2010-06-04

Tshwane to target outsourcing sector  2010-06-03

15th Annual BPeSA BPO African Stars Awards 2010  2010-06-02

Mobile Internet is soaring  2010-06-02

Lack of Location Awareness is ‘Analytical Blind Spot’ for Organisations  2010-06-01

Plans to take Cape Town wireless  2010-06-01

German BPO expects growth on back of World Cup  2010-06-01

Gautrain to be launched  2010-05-31

SAS to sponsor GovTech 2010  2010-05-31

Chinese cities to adopt contact center standards  2010-05-28

Opinion piece: Top reasons for the failure of IT Service Management  2010-05-28

Intelleca scoops Genesys award for third year in a row  2010-05-27

The importance of study and certification in the call centre industry  2010-05-27

Evacuation Plans (EP) can become a life saving factor  2010-05-27

SA target Netherlands & Belgium for BPO business  2010-05-26

Prepare and focus to prevent interview door being slammed shut  2010-05-26

Bytes Communications receives top accolades from partner Alcatel- Lucent  2010-05-25

SA improves in global competitiveness  2010-05-24

Aspect Announces General Availability of Version 7.3 of its Workforce Management Offering  2010-05-24

Contact center, monks hired to cut suicides at iPhone factory  2010-05-21

Opinion Piece: Going green? It's harder than you think  2010-05-21

Quality sets SA apart as world class BPO destination  2010-05-20

Addressing the telecommunications conundrum  2010-05-20

Call centres to benefit from added bandwidth and modern technology  2010-05-19

African IT outsourcing not a short-term prospect  2010-05-19

Aegis opens new Victorian contact centre  2010-05-18

TriVector uses technology to champion the cause of skills development, training and education  2010-05-18

Hyderabad to house India's first prison contact center  2010-05-17

Opinion piece: Using Business Intelligence to address shared services challenges  2010-05-17

Call Centre Learnership opening doors  2010-05-17

Opinion piece: Five steps to smarter cost cutting  2010-05-14

Transport call centre for World Cup  2010-05-14

Opinion piece: Is all consulting equal?  2010-05-13

Business partners with BPeSA to provide job opportunities  2010-05-13

Phone-based medical services get budget-boost in Australia  2010-05-13

Convergys speculation renews interest in CRM outsourcing consolidation  2010-05-12

Almost half of NZ emergency calls are fake  2010-05-12

ShoreTel guarantee of lowest TCO inspires confidence  2010-05-12

ADMA welcomes decision not to extend Do Not Call Register to business numbers  2010-05-11

Stellar and India`s HCL for strategic partnership  2010-05-11

Cyril Ramaphosa launches the Black Pages  2010-05-11

NZ Telecom investigates text message glitch  2010-05-10

High growth and wage inflation return to Indian outsourcers  2010-05-10

Microsoft invests in South African talent  2010-05-10

Avbob partners with Inter-Active Technologies  2010-05-07

City Power bulks up call centre  2010-05-07

Onshoring Customer Care  2010-05-07

The Ease of doing business in SA improves:  2010-05-06

Alcatel-Lucent launches new Genesys 8 Software Suite that helps integrate customer conversations, enabling better service, more efficient operations  2010-05-06

Ten Steps For Reducing Contact Center Expenses  2010-05-06

Low-cost international roaming service now available in Africa  2010-05-06

Top TV decoders sell out, call centre overwhelmed  2010-05-06

IT takes guts, stamina, endurance and willpower – SA’s leading ladies in enterprise technology tick all the boxes  2010-05-05

Unified control of customer contact points boosts service levels  2010-05-05

Opinion piece: Maximising the value of customer information  2010-05-04

A Volcanic month for the SAA Call Centre  2010-05-04

Success in Service Orientated Architecture dependent on approach - triVector  2010-05-04

Canadian dollar’s parity with US dollar chokes Canadian nearshore outsourcing  2010-05-03

Telecoms Country Rankings  2010-04-30

Hola! Call Centers Lure Back Spanish in the Phillipines  2010-04-30

Interactive Intelligence added to S&P 600 Index and Nasdaq Global Select Market  2010-04-29

Call center in USA pays $500K for employing children  2010-04-28

Enterprises see how SAS “on-the-go” improves and speeds decision making  2010-04-27

Getting the customer experience right in telecoms  2010-04-27

Call Center Reporting in Real-Time Essential for Success  2010-04-26

Integrating brilliance – managed service provider amongst South Africa’s top performers  2010-04-26

CRM outsourcers need to move fast to support social media  2010-04-23

Making Technology Work For You  2010-04-23

Future-proof your IT business by contracting and outsourcing  2010-04-22

ATIO awarded Level 3 B-BBEE status  2010-04-22

SA's contact centres face a myriad challenges ahead  2010-04-21

61 Top Tips for Workforce Management Technology  2010-04-21

Dialogue gets new CEO  2010-04-21

Going Wrong With Customer Service  2010-04-20

CVs are stretching the truth say recruitment specialists  2010-04-19

Call Centre event highlights World Cup business opportunities  2010-04-16

Detecting and thwarting fraud to mitigate risk  2010-04-16

Resignation – avoid burning those bridges  2010-04-15

Shanduka-Aggreko announced as final National Supporter of the 2010 FIFA World Cup^TM  2010-04-15

Sample report on the call centre industry in Belgium  2010-04-15

Interactive Intelligence exceeds MTC expectations  2010-04-14

Gauteng BPO sector expected to exceed R7.4bn in 2010  2010-04-13

Interactive Intelligence seeking outrageous interactions for competition  2010-04-12

Focus on Education May Reduce Underemployment  2010-04-12

Contact Centres Rate Call Efficiency over Customer Service at their Peril  2010-04-09

Gauteng tables new call centre strategy  2010-04-08

Aspect Celebrates One Year Phone-Free with Microsoft Office Communications Server  2010-04-08

Outsource boom on the horizon  2010-04-07

Accsys eLearning – a top achiever within local training  2010-04-07

Prepaid outstrips postpaid  2010-04-06

Euromoney Mauritius Conference  2010-04-01

Trade Mission highlights BPO opportunities for SA  2010-04-01

BPeSA Western Cape creates 310 jobs for call centre industry  2010-03-31

SA faces BPO constraints  2010-03-31

Growth prospects in a changing landscape  2010-03-31

Aspect Marks Two-Year Anniversary of Global Strategic Alliance and Equity Investment with Microsoft  2010-03-30

New opportunities fro Kencall  2010-03-30

Future UC to drive processes  2010-03-29

BPO sector set to benefit from ISO Quality Management Systems  2010-03-29

Government and business leaders debate South Africa’s growth prospects  2010-03-29

Zain clears decks for Bharti buy  2010-03-27

Egypt targets incentives for outsourcing industry  2010-03-26

To succeed, learn from your failures  2010-03-26

The dos and don’ts of call centre wallboards  2010-03-25

Zuma's call centre needs more workers  2010-03-25

What drives South African call centre management performance indicators?  2010-03-24

Kathea partners with 1Stream to provide comprehensive hosted contact centre solutions  2010-03-23

CRS Technologies Analytics tool is picture perfect for HR-focused, progressive companies  2010-03-22

Genesys placed in leaders quadrant  2010-03-19

EOH targets takeovers  2010-03-19

10 things your VoIP Firewall should do  2010-03-18

I love my job  2010-03-17

Contact Centers, Brace for Soaring Demand  2010-03-17

International recognition for Pastel call centre  2010-03-16

Ocular Technologies announces Skype contact centre interoperability  2010-03-16

Demands for change in the contact centre  2010-03-16

SAS announces key appointment at Public Sector division  2010-03-15

Please comment on the feasibility of home-working for contact centre agents in South Africa  2010-03-15

Remote agents help beat recession blues  2010-03-12

Prosper or wither in tough times – it`s in your contact centre`s hands  2010-03-11

Interactive Intelligence positioned in leaders quadrant of Contact Center Infrastructure, Worldwide Report  2010-03-10

Emergency services hit by debts  2010-03-09

Call centres set up to assist with service delivery, payment problems  2010-03-08

Swicon360 introduces BPO services in support of SAP® ERP HCM application  2010-03-05

Keep them happy  2010-03-04

New Editor for Contact Industry Hub  2010-03-03

Another blow for BPO?  2010-03-03

The phone is key to customer service  2010-03-02

Blue Label slows in SA  2010-03-01

Dialogue SA in liquidation  2010-03-01

Ascentys to launch new outsourced workforce management solution  2010-02-26

GijimaAst boasts R623m war chest  2010-02-26

Four call centre staff suspended over obscene Telecom New Zealand txts  2010-02-25

The evolution of the contact centre  2010-02-24

Become a successful call centre training provider  2010-02-23

Call centres offer 'decent' jobs  2010-02-23

BPeSA Western Cape set to embrace global upturn  2010-02-22

Changes for JZ hotline  2010-02-19

Women advance into IT, sector better off say HR experts  2010-02-18

Phonatics new Cape Town offices  2010-02-17

SAS in Leaders quadrant for business intelligence platforms  2010-02-16

BPeSA Western Cape CEO steps down  2010-02-15

'Bore-out', the new burn-out – Accsys warns corporate SA to take heed  2010-02-12

Jodene Rihm joins Ascentys as Divisional Executive Customer Contact Solutions  2010-02-11

Call centres risk losing customers as complaints go unrecognised  2010-02-11

The Unified Communications Journey  2010-02-10

The asset that is human resources  2010-02-09

Nashua Communications selects 4most for SAP Business One ERP solution  2010-02-08

Malaysia A Promising Mecca For Contact Centres In Asia Pacific  2010-02-05

Interactive Intelligence reports 2009 fourth quarter and full-year results  2010-02-04

Keeping our talent in Africa  2010-02-03

Communications companies worldwide select or extend use of Oracle Communications software  2010-02-02

Leading Service Providers including Zain Africa and Safaricom to explore Africa¡¦s diverse and rapidly changing market  2010-02-01

A new telecoms tax epidemic sweeps across Africa  2010-02-01

Spescom promises call savings  2010-01-29

BPO will survive Eskom hike  2010-01-28

SA legal firm in UK outsourcing deal  2010-01-28

President`s hotline fails to break frustrating mould of call-centre inefficiency  2010-01-27

Two faces of Kenyan BPO sector linked to lack of vision  2010-01-25

Surviving the recession as an SMME  2010-01-21

Fusion Outsourcing Services granted coveted Contact Industry Hub “Verified Profile” status  2010-01-19

Make the right first impression on the first day at work  2010-01-18

UCT toolkit gives small business access to e-commerce  2010-01-15

Australian ISP renews outsourcing deal with Merchants SA  2010-01-12

Kenyan BPO operators forecast robust activity after landing of fibre  2010-01-08

Leadership and Technology: The curious case of call centres  2009-12-28

Colleges in East Africa rush to plug skills gap in sector  2009-12-21

Call centre management programme develops local leaders  2009-12-15

Overseas call centres tops customer service line frustrations according to research from KC  2009-12-14

How to reward your staff  2009-12-12

East African BPO firms appeal for tax holidays, other incentives  2009-12-09

Customers prefer Internet over call centres  2009-12-08

Call centres contribute to the top line  2009-12-08

A SME guide to survival in the recession  2009-12-07

Using voice recordings to coach call centre staff  2009-12-07

Latest CJI Information Technology Analysis  2009-12-04

Why are call centres failing?  2009-12-04

Kelly Group recruits a premier ICT services partner in Integr8 Group  2009-12-03

10111 woes escalate  2009-12-03

Experts say outsourcing can save Nigeria`s economy  2009-12-02

Call centre stress levels soar: Australian survey  2009-12-02

Latest BPO investment to SA offers 800 jobs in the Western Cape  2009-12-01

Managing call-backs in the call centre  2009-12-01

Presence Technology Introduces Unified Administration in the New Version of its Solution Suite  2009-12-01

VOIP gets encrypted  2009-11-30

Call centre investment for Cape Town  2009-11-30

Bytes Communication Systems promotes products that outperform the competition  2009-11-30

Improving your 'green bottom line'  2009-11-27

South Africa’s top BPO group named at awards ceremony  2009-11-27

Western Cape dominates BPeSA national awards  2009-11-26

Tshwane council call centre woes  2009-11-25

Intellectual capital – the key to sustainable growth within the IT industry  2009-11-24

Interactive Intelligence Positioned in Visionaries Quadrant of Unified Communications Report  2009-11-22

Ascentys BYC Strategic Alliance  2009-11-19

The home office: where contented workers log on  2009-11-18

Broking ban will cost R10bn  2009-11-17

BPO sector struggles  2009-11-16

BPO Sector Defies Downturn to Record Growth  2009-11-09

Global companies choose Western Cape for BPO investment  2009-11-07

Voyager PRO wins Best Bluetooth Headset at Mobile Choice Awards 2009  2009-11-05

Ocular Technologies set to transform local contact centres with Spectrum digital signage software  2009-11-03

Tech must support call centre  2009-10-30

Is outsourcing safe?  2009-10-29

Fines for silent phone calls  2009-10-28

ER for call centres  2009-10-26

Presence Technology positioned in Magic Quadrant for E-Service Suites  2009-10-23

Top 5 ways to improve attrition in your contact centre  2009-10-21

Software Magazine ranks Interactive Intelligence 194th among its top 500  2009-10-20

Call centres put millions at risk  2009-10-19

Facebook integration in the contact centre  2009-10-16

The Changing Face(book) of Customer Service  2009-10-15

Outbound call centres: The new ambulance chasers  2009-10-14

Donations to charity untouched by credit crunch  2009-10-13

Government service delivery putting citizens first?  2009-10-12

BCS focuses on Managed Communication Services  2009-10-08

Fusion Outsourcing big winners at Western Cape Contact Centre Awards  2009-10-07

Western Cape BPO firm scoops up at annual awards  2009-10-06

Panviva Opens Office in South Africa to Better Serve the Market  2009-10-05

Bursary boost for eLearning, payroll from Accsys  2009-10-02

SAS in Leaders quadrant for operational risk management  2009-10-01

Liberty scoops gold at the BPeSA Gauteng Awards  2009-10-01

2009 Gauteng BPO Award Winners Announced  2009-10-01

Prisoners being used as cut price telemarketers  2009-09-30

Mauritius beats SA to answer the call centre need  2009-09-29

SmokeCCS offers online platform to manage customer expectations  2009-09-28

Marketing optimisation guru explains changing customer trends  2009-09-25

BPM bolstering small business development  2009-09-24

Seacom - the start of a new era for SA contact centres?  2009-09-23

Genesys adds new Workforce Management modules that integrate targeted training directly into master schedules  2009-09-22

Optimisation of Networks Essential in an Increasingly Complex Telecoms Environment  2009-09-22

So you want to start a call centre  2009-09-21

The technology boom behind biometrics  2009-09-18

Next Generation Performance Management – helping organisations work better, faster, cheaper... and smarter  2009-09-17

Do your customers relate to your contact centre agents?  2009-09-16

R4m Pres Hotline live this month  2009-09-15

BPO hub opens doors  2009-09-14

SA pigeon 'faster than broadband'  2009-09-11

Poor service from call centres threatens UK business  2009-09-11

Telstra to sell Alcatel-Lucent enterprise communications products  2009-09-10

Local insurers need to gear up for Solvency II as global deadline looms  2009-09-09

DCB Logistics goes IP with Zycko, IP Telesys and Polycom  2009-09-08

Western Cape BPO industry set for national alignment  2009-09-08

Presence Technology and Inovo analyze the trends of the Contact Centre market in South Africa  2009-09-07

Winston the Pigeon to take on Telkom in transport of voice logs  2009-09-07

Call centres changing the marketing landscape  2009-09-07

BCS focuses on Managed Communication Services  2009-09-05

Rebuilding the governance frameworks in Nigerian banks  2009-09-04

Boom for some contact centres as economy slumps  2009-09-04

Intelleca named Microsoft Gold Partner  2009-09-03

Presence OpenGate Honoured for Outstanding Innovation by Customer Interaction Solutions  2009-09-03

Day in the life of a call centre employee  2009-09-03

SAS places optimisation in the spotlight  2009-09-02

BT's British call centre plan could hit working hours snag  2009-09-02

ER24'S R2M call centre upgrade: a service that saves more lives  2009-09-02

BPO value offering key to survival  2009-09-01

Webcom implements Marval’s IT Service Management Solution, improving efficiency and customer service  2009-08-31

Intuate Group appointed as preferred distributor for Noble Systems in SADC region  2009-08-31

Profile: Michael Malone: Founder and MD, iiNET (Australia)  2009-08-28

SAS supports Governance Risk and Compliance (GRC) in the Financial Services Industry  2009-08-27

Intelleca appointed as RiverStar reseller  2009-08-26

BPO Investment into South Africa set to increase on back of recession  2009-08-25

Accsys engages with students, calls for more internships in the marketplace  2009-08-24

SAS in Visionaries Quadrant in for Enterprise Marketing Management  2009-08-21

triVector, CPI head for the discussion table with BPM industry  2009-08-20

3fifteen wins Microsoft Customer Experience Award  2009-08-19

KenCall, a Kenyan business outsourcing company has been nominated for the 2009 Non - European Call Centre of the Year award.  2009-08-19

Do your customers relate to your contact centre agents?  2009-08-18

Overall outlook for IVR System and Enterprise Voice market is Positive given continued penetration and maturity of solutions  2009-08-17

Accsys boosts payroll admin with Services SETA bursary offer  2009-08-14

Time for a call centre exchange?  2009-08-14

Meaningful CSI represents the way forward for SA says triVector  2009-08-13

911 call centre accept texts  2009-08-13

Malaysian outsourcing, call centre marts growing fast  2009-08-12

TouchStar Call Centre Software Expands South African Operation  2009-08-12

Spescom Limited appoints new CFO  2009-08-11

Cape Town serves up cutting edge customer service  2009-08-11

Integr8 IT wins national Business Awards for innovation, entrepreneurship  2009-08-07

Spescom becomes patron of Corporate Governance Framework (CGF) Research Institute  2009-08-07

How not to handle a customer complaint  2009-08-06

eBucks streamlines data with new data warehouse  2009-08-05

Australian ISP iiNet hails Cape Town customer service centre as “unmitigated success”  2009-08-05

Accsys staff help pave the way for enhanced CSI  2009-08-05

Job creation initiatives vital for BPO sector  2009-08-04

Vodafone call centres in India and Egypt  2009-08-04

Aspect Software releases new capabilities for contact centres  2009-08-03

The Traditional Call Centre is Dead; Online Customer Service is King  2009-07-31

Zain Abuja Call Call Centre Goes live  2009-07-29

Chartis ranks SAS a leader in credit risk management for third year running  2009-07-29

Spescom forms strategic alliance with CGF Research Institute  2009-07-28

Seacom cable live  2009-07-27

Networks maintains the pulse of corporate South Africa  2009-07-22

Brit Rail inquiries outsourced to Indian call center  2009-07-21

Awards celebrate BPO excellence in Western Cape  2009-07-21

BT to recall over 2,500 call centre jobs from India news  2009-07-20

Top level industry recognition for Integr8 IT’s Fanaroff  2009-07-17

MultiChoice selected as global innovator in fourth annual Customer Innovation Awards  2009-07-17

Makro gains customer segmentation and analytical capabilities through SAS  2009-07-16

Critics call for names of do-not-call list violators in Canada  2009-07-15

Building an HR fortress and reaping the reward  2009-07-14

Leading industry analysts select top eight customer service innovators in fourth annual Genesys Customer Innovations Awards  2009-07-13

FirstBank Acquires SAS Risk Management Solution Software  2009-07-10

SAP picks Malaysia for telesales hub  2009-07-10

AEGIS acquires CCN Group (Pty) Ltd  2009-07-09

Fibre-optic cable arrives in Kenya to boost call centre industry  2009-07-09

Aspect Strengthens Customer-Company Interactions with New Unified Communications Capabilities  2009-07-08

SAS marks why organisations should take data seriously  2009-07-08

King Makes Mobile Interactions 'Business Safe' With Libra Mobile Recording Technology  2009-07-07

Corporate training – money-waster or key resource?  2009-07-07

You keep me hanging on: BT customer service voted worst in UK  2009-07-06

KPIs are not the holy grail of customer satisfaction  2009-07-06

SMC Networks turns PCs off, switches on for the good of green  2009-07-03

Call centres benefit jobs, investment  2009-07-03

Top tips for dealing with call centre stress  2009-07-02

Maximise the success of your call centre  2009-07-02

Gauteng establishes complaints call centre for patients  2009-07-01

SMC, Channel Data alliance fuelling growth within network market  2009-07-01

Thousands more UK call centre jobs available as firms focus on customer service  2009-07-01

Datamonitor shortlists Alcatel-Lucent and Genesys in enterprise selection of IP and SIP-based contact centre solutions  2009-06-30

I love my job  2009-06-30

FileBound Africa adds a fresh dimension to local document management  2009-06-29

Africa, a cheaper call centre alternative to India?  2009-06-29

Contact centres - getting it right  2009-06-29

Zain Nigeria to Employ Over 2000 Fresh Graduates  2009-06-26

Aspect Customer Wins 1to1 Customer Champion Honors Fran Horner of Northshore University  2009-06-26

South African women lead from the front in business  2009-06-26

Lufthansa celebrates 10 years of successful investment in Cape Town  2009-06-25

The next frontier in business analytics drives benefits from business  2009-06-25

Robots to replace call centre agents?  2009-06-24

Cross Channel Conversations initiative gains momentum  2009-06-24

Juliet Fake appointed CEO of TALKINGtech  2009-06-24

Cellphones cause call centre boom for banks in Africa  2009-06-23

Increase agent productivity through the use of intelligence contact centre solutions  2009-06-23

Call Centre Awards Night Sees Dramatic Finish  2009-06-22

Call centre sitcom earns critics' praise for realistic portrayal of call centre  2009-06-22

Bytes Systems Integration named Authorised Professional Service Partner by NetApp  2009-06-22

SAS Institute hosts global leaders to highlight value of Data Quality  2009-06-22

South Africa Cleans up on Global BPO Stage  2009-06-19

Aspect appoints new Vice President of Corporate Customer Relationships  2009-06-18

Genesys introduces suite of software to manage customer service performance throughout the enterprise – from the executive suite to broadband mobile devices  2009-06-17

Call centres making the best of recession  2009-06-17

Hosted call centre technology a cheaper alternative for the recession  2009-06-16

Manila killer for Scots call centre workers  2009-06-15

Genesys and IBM enable customer service organisations to tightly integrate contact centres and knowledge workers in the enterprise  2009-06-15

Integration - The key to protecting your contact centre investment  2009-06-12

Biodata offers Astaro Gateway Security firewall for free  2009-06-11

Genesys brings unified communications to the customer service experience with new UC Connect initiative  2009-06-10

Call centre HR manager stresses importance of employee health and well-being  2009-06-09

Opinion piece: Satellite ushers in a new era of communications for Africa  2009-06-09

SAS CI road show highlights how marketing could optimise through a recession  2009-06-08

BPeSA Gauteng Awards Deadline - 12 June 2009  2009-06-05

Old Mutual gains customer insight with Customer Intelligence  2009-06-05

ATIO and Sukuma clinch the Coca Cola Park 2010 world class technology deal  2009-06-04

Businesses warned to rethink outsourcing call centres  2009-06-04

Call centre cohesion  2009-06-04

Companies look to CRM  2009-06-03

Electricity hike set to damage BPO industry  2009-06-03

Aspect Leads North American Outbound Market in Frost & Sullivan Report  2009-06-03

BPO to enhance service delivery, create opportunities in SA  2009-06-02

Survey: Financial institutions confidence shaken by economic crisis; drastic risk management reform underway  2009-06-01

First Aspect International Office to be “Phone-Free”  2009-05-29

Presence Technology provides the keys for making Contact Centres profitable  2009-05-28

Spescom DataVoice Recorders support Longain's business model  2009-05-27

Call centre industry brings foreign investment to South Africa  2009-05-26

Streamlining business processes using Unified Communications  2009-05-23

Businesses have to use all communication channels available  2009-05-22

Biodata and Kaspersky join forces at ITWeb Security Summit  2009-05-21

Tweets in the contact centre?  2009-05-21

George establishes itself as prime BPO destination  2009-05-20

Visual IVR can reduce the time of automated transactions by 56 per cent  2009-05-20

Sustainability and diversity key to survival in local contact centre industry  2009-05-19

Industry Groups Furious at B2B Do Not Call Register Federal Budget Inclusion  2009-05-19

Amex CRM goes social  2009-05-18

Smelly Fridge Causes Evacuation of AT&T Call Centre  2009-05-18

SMC switches to green on new Ethernet Soho launch  2009-05-13

Spescom in need of Financial Director  2009-05-12

Call Centre Industry Brings Further Jobs to South Africa  2009-05-11

Culture can make or break unified communications  2009-05-08

eTelecare Enters the South African Call Centre Market  2009-05-08

Contact centres - the time to optimise is now  2009-05-08

SAS to demonstrate how to use Customer Intelligence to beat the recession  2009-05-07

New Innovative Call Centre Software for South African market from TouchStar  2009-05-07

Case study: Standard Bank partners with BIPs for the development of a reporting tool in line with Basel II requirements  2009-05-05

Uncertainty clouds call centre job prospects in Kenya  2009-05-05

ATIO unveils a unique technology solution that measures “customer contentment” in real time  2009-05-04

Technology development - East, West, home's best  2009-05-04

The importance of multimedia customer contact  2009-04-29

Indian Call centres are losing their voice  2009-04-29

Safaricom Opens KES800m Call Centre in Kenya  2009-04-29

Genesys launches initiative to connect eServices, contact centres and next-generation communications into a single customer conversation  2009-04-29

Revolutionising the contact centre industry  2009-04-28

Call centres 'failing on credit card security'  2009-04-27

Contact centres - hosted and managed services models to offer new options  2009-04-23

Opinion Piece: Is voice communication letting you and your customers down?  2009-04-23

ERP takes flight at Kenya Airways  2009-04-22

What is Unified Communications?  2009-04-21

Just a free call away  2009-04-17

Genesys’ reputation as trusted advisor leads to shortlist recommendation in Datamonitor’s IVR Decision Matrix  2009-04-17

Protect investments while migrating to all-in-one communications software suites  2009-04-17

Case study - Renault chooses KSS for Cisco IP Communications Infrastructure project  2009-04-16

In the shadow of the pyramids, Egypt hopes to build a world-class call centre industry  2009-04-15

Is contact centre complexity killing efficiency?  2009-04-15

Contact Solutions Launch  2009-04-14

BPOs need help, regardless of what’s to blame for industry slide  2009-04-06

ATIO announce its latest business alliance with Avaya  2009-04-03

Home Based Call Centre Improves Operations in Seven Days  2009-04-01

Avaya optimises maintenance revenue with Informatica  2009-03-28

Contact Centre Technology - Taking it from 'Nice To Have' to 'Must Have'  2009-03-24

Amangwane High School in Bergville earns Spescom Achievement Award  2009-03-20

Is your contact centre one that everyone loves to hate?  2009-03-18

No 112 response  2009-03-17

Global crisis wipes out Kenyan call centre jobs  2009-03-16

‘People who like what they do, do it better’ - Admiral Insurance has been named as the top company in Wales to work for  2009-03-16

SaaS is not that sassy for some businesses  2009-03-16

Customer Contact Centers Offer Criminals Multiple Opportunities For Identity Theft, Study Shows  2009-03-16

Eden connects 2010 tourism  2009-03-12

Storacall launches PERSPECTIVE - Live agent support  2009-03-12

New jobs for SA as company shrugs off downturn  2009-03-12

CSC Selects SAS to Provide Support for new North Carolina Medicaid Management Information System  2009-03-10

Plan To Attract Call Centre Investors  2009-03-09

Africa to replace India as the Capital of Call Centres  2009-03-05

Your Call is important to us … you are number 34 in the queue  2009-03-05

Aspect Successfully Deploys Microsoft Office Communications Server 2007 R2 at Corporate Headquarters  2009-03-04

Outsource Centres Not For the Fainthearted  2009-03-03

Zodiac Pool Care Enables New Areas of Business with Maximizer  2009-02-26

Call centres: to outsource or not to outsource?  2009-02-26

Spescom Datavoice resolves VoIP recording and encryption integration on Mitel communication platforms  2009-02-25

R6m Eden disaster control centre opened in George  2009-02-23

VoIP key to call centre Industry?  2009-02-23

Presence Technology Awarded “Best of Show” at ITEXPO EAST 2009  2009-02-19

Economic downturn good for call centre business  2009-02-18

Crisis may drive small call centres in UAE to go bust  2009-02-16

Presence Technology and INOVO to co-sponsor the next Contact Centre Summit in Johannesburg  2009-02-13

UAL shuts call centre in India  2009-02-12

Call centre mooted to help workers find jobs  2009-02-11

Mobile voice recording - addressing financial services record keeping challenges  2009-02-11

PerformanceEdge announces general availability of aspect eWorkforce Management 7.2 to help companies lower operating costs  2009-02-06

Presence Technology Receives 2008 Product of the Year Award Presented by Customer Interaction Solutions Magazine  2009-02-06

Presence OpenGate Honoured for Outstanding Innovation by Customer Interaction Solutions magazine  2009-02-04

New telecommunications and broadband services - are service providers ready?  2009-02-04

Interactive Intelligence releases new communications system monitoring product  2009-02-04

Genesys acquires SDE Software Development Engineering GmbH, the creators of the Genesys Customer Interaction Portal  2009-02-03

Zimbabwe's first outsource call centre  2009-02-03

Call centres missing out  2009-02-03

Avaya IP Office Crowned ‘Best Buy’ in What to Buy for Business 2009 Telephone System Awards  2009-02-02

Focus on staff management to boost call centre profitability  2009-02-02

Avaya Unified Communications help companies around the world improve business while reducing environmental impact  2009-02-02

The Department of Trade and Industry (DTI) will open an investment call centre.  2009-01-30

Genesys Acquires Conseros, Provider of Business Applications for Intelligent Workload Distribution Across the Enterprise  2009-01-30

Aspect Announces General Availability of Aspect Unified IP 6.6 with Ask- an-Expert Capability and Advanced List Management  2009-01-27

Thomas Veit Appointed Director, Avaya EMEA Distribution  2009-01-27

Skills Development - Corporate Commitment is a Key Success Factor  2009-01-27

Avaya Announces Strategic Alliance with HP ProCurve  2009-01-27

Interactive Intelligence rated “most trusted UC vendor” worldwide  2009-01-22

Aspect Announces General Availability of Aspect Unified IP 6.6 with Ask- an-Expert Capability and Advanced List Management  2009-01-21

Data centres must do more with less  2009-01-21

Avaya positioned in Leaders Quadrant for Contact Centre Infrastructure worldwide  2009-01-19

Spescom appoints Dashni Sinivasan to their board  2009-01-15

Nortel Networks has filed voluntary petitions in the United States under Chapter 11 for bankruptcy protection, due to poor trading conditions.  2009-01-14

Avaya Launches Executive Briefing Centre, Showcasing the Future of Business Communications  2009-01-13

Interactive Intelligence in leaders quadrant of Contact Centre Infrastructure Report  2009-01-12

Spescom Datafusion launches specialised solutions engineering division  2009-01-12

Millicom Awarded Third National License in Rwanda  2009-01-10

Blake gains competitive advantage with assistance of Spescom Datafusion and Presence Suite  2009-01-08

Supplier must create value  2009-01-08

Kevin Kennedy Joins Avaya as President and Chief Executive Officer  2009-01-07

Is your outsourced partner matching the right skills to your project requirements?  2008-12-12

Rural call centre in trouble  2008-12-12

Genesys placed in leaders quadrant of new worldwide report on contact centre infrastructure  2008-12-10

Aspect Rated Most Trusted Workforce Optimization Technology Provider Based on Datamonitor Survey  2008-12-10

The GIS of BI  2008-12-08

Avaya and Spescom create a state-of-the-art contact centre for Daly  2008-12-08

Outsourcing boost for 2009  2008-12-08

Avaya Launches Energy Saving Calculator  2008-12-05

Aspect Placed in Leaders Quadrant for 2008 Magic Quadrant for ContactCenter Infrastructure, Worldwide  2008-12-03

Spescom wins 'Best managed company in the ICT sector' award  2008-12-03

Contact Centres and Our Emerging Business Talent  2008-11-26

Spescom assists Bergville Learners to improve and excel in Science and Mathematics  2008-11-25

Interactive Intelligence ranking climbs among top 500 global software and services suppliers  2008-11-25

Taking the risk out of verbal transactions  2008-11-21

Intelleca sweeps Gauteng, SA Innovation awards with MultiChoice solution  2008-11-19

Avaya customers claim the majority of awards at annual BPO ceremony  2008-11-18

Direct Channel Holdings Launches Kenyan Operations  2008-11-15

Spescom DataFusion wins 2008 Avaya Business Partner of the Year Award  2008-11-12

Incentives lure call centres to SA  2008-11-10

SAA fires call centre workers  2008-11-07

Mindpearl ready for launch with VAustralia  2008-11-06

Together with Cirquent and Avaya, BMW Financial Services opens one of Europe’s most modern contact centre networks  2008-11-05

Genesys receives top score for "Market Presence" in interaction-centric customer service category  2008-11-05

Kevin Kennedy to Join Avaya Inc. as President and Chief Executive Officer - Charles Giancarlo to become Avaya's Chairman of the Board  2008-11-04

Spescom appoints new Marketing and Communications Group Executive  2008-10-30

Nebula Expands its National Footprint  2008-10-30

Frost & Sullivan Recognises Avaya as North American Leader in Inbound Contact Routing  2008-10-29

Opinion Article: The Collections Experience  2008-10-28

Companies are struggling to attract and serve the Millennial Generation  2008-10-27

Aspect Launches Unified Communications Services Practice  2008-10-21

Spescom DataVoice's Nexus 5.2 makes adding business information to call records a cinch  2008-10-20

Spescom finalist in BPeSA BPO Awards  2008-10-17

Maximizer Software drives Mobile CRM 2.0 market with release of Version 10.5  2008-10-16

Altitude Software and Ocular Technologies partner to bring innovative products to South Africa 's growing BPO industry  2008-10-16

iChoices picks cream of the crop call centre solution  2008-10-14

Avaya recognised for its open standard approach in Unified Communications  2008-10-07

World first product to address attrition rate in call centre industry  2008-10-02

Jobs grow 30% in Western Cape call centres  2008-10-01

Interactive Intelligence announces winning customer service story in Outrageous Interactions call centre contest  2008-09-29

Maximizer Software Unveils ‘Maximizer CRM Central’ Online Community  2008-09-29

Switching to an IP-based unified communications platform can save a company costs, while contributing to saving the planet.  2008-09-25

The Gauteng BPO Award entrant finalists announced  2008-09-25

Bosses not happy with offshoring costs  2008-09-24

CMS Group donates R10 000 worth of goods to the Abraham Kriel Marie Kloppers as part of its CSI Initiative  2008-09-24

iBurst wants South Africa to ditch dial-up  2008-09-22

Foschini optimises call centre efficiency and right-party contacts with Aspect Software  2008-09-22

Google to bring internet to Africa  2008-09-16

Has Telkom jumped the gun?  2008-09-12

The end of outbound call centres?  2008-09-11

Experience, strong partnerships key to Public Sector delivery  2008-09-10

Spescom DataFusion and Presence Technology's call centre success in SA leads to focus on Africa  2008-09-10

Contact centre and IP telephony capabilities added to Microsoft Office Communications Server environments  2008-09-10

People Vital to Process Improvement  2008-09-04

Converged or cobbled together?  2008-09-03

Case study: Micros features intelligent, visible contact centre infrastructure with KSS  2008-09-01

Interactive Intelligence releases Interaction SIP Proxy 4.0  2008-08-28

Interactive Intelligence's 'Outrageous Interactions' contest continues to receive outrageous submissions  2008-08-26

SETA reduces costs and enhances customer service  2008-08-26

Rewardsco takes two awards at BPeSA Regional Business Process Outsourcing  2008-08-26

Call Centers say yes to Clickatell SMS and save millions  2008-08-21

Genesys introduces next generation Genesys Voice Platform 8  2008-08-20

Customer-Service Wait Time Ramps  2008-08-19

Avaya positioned in Leaders Quadrant for Corporate Telephony  2008-08-18

Maximizer Software launches new brand and corporate focus on mobile CRM  2008-08-18

Customer Experience Management: Still a Long Way to Go  2008-08-11

Spescom Datavoice's Qnique 2.0 delivers improved reporting functionality  2008-08-11

Rising stars of BPO and Contact Centre industry dazzle Cape Town  2008-08-11

Call centre helps fight cancer, abuse against women & gives jobs  2008-08-06

CosmoCom powers Telkom South Africa hosted contact center  2008-08-05

PerformanceEdge™ receives 2008 EMEA Contact Center Workforce Management Frost & Sullivan Award for Market Leadership  2008-08-04

Genesys and Alcatel-Lucent increase worldwide market share position in contact centre markets and IP in 2007  2008-07-30

Kenya BPO Society Standards And Ethics Guidelines Launch  2008-07-26

Has the National Credit Act helped or not?  2008-07-24

Genesys Contact Center Realities study provides insights into technology adoption across vertical industries  2008-07-24

Telkom, BPOs square off  2008-07-23

Low sales lead call centres to shed staff  2008-07-21

Oracle unveils comprehensive service delivery product portfolio for communications service providers  2008-07-16

Interactive Intelligence ranked abroad for rapid growth  2008-07-15

Oracle introduces Oracle Communications Services Gatekeeper  2008-07-15

Aspect Software acquires BlueNote Networks  2008-07-14

CMS Group's Durban call centre grows  2008-07-11

Avaya innovations in unified communications and contact centre software expand portfolio of patented communications inventions  2008-07-10

Spescom DataVoice delivers world first unified solution for mobile and fixed-line telephony recording  2008-07-09

Avaya appoints Michael Bayer to lead EMEA Field Operations Organisation  2008-07-09

Enhancing Tech support without agents?  2008-07-07

New CEO for Spescom DataVoice  2008-07-02

Dnata acquires major stake in international Contact Centre market  2008-07-02

Maximizer Software to be part of Blackberry’s Intelligent Mobility technical seminar on 9 July 2008  2008-07-01

Interactive Intelligence Releases Upgraded Outbound Dialing Software  2008-06-30

Pastel contact centre shines among other SA winners at international awards  2008-06-27

Aspect software solution gets high marks for hosted contact center offering  2008-06-27

Your outsourcing partner must be able to build your brand  2008-06-26

SA could lose its best IT staff to India  2008-06-26

Non-core business outsourcing on the up  2008-06-26

Definitive Language Identification  2008-06-25

Intelleca, Paladin partner on contact centre skills upliftment  2008-06-25

UK one of most expensive contact centre locations, study finds  2008-06-24

Call-Centre And BPO Sector Needs Lower International Bandwidth Prices to Stay Competitive  2008-06-23

Leading Analyst Firm Positions Oracle's Siebel CRM in Leader's Quadrant for Multi-Channel Campaign Management  2008-06-23

Bytes Outsource Services sponsors Women in IT  2008-06-20

Spescom appoints Group Quality Manager  2008-06-18

Global Research reveals major gaps between C-Level executives and customer service professionals  2008-06-18

Maximizer Software Partners with McObject to Improve Mobile CRM on BlackBerry Devices  2008-06-18

Ninzi-Connect beats 35 companies to win Aspect Top Performer Award  2008-06-17

Avaya Appoints Two Executives to Key Global Roles  2008-06-17

Business Process Outsourcing and Administration becoming more popular  2008-06-13

Leading Customer Relationship Management provider Maximizer Software announces support of Jigsaw’s open data initiative  2008-06-12

Avaya Research Uncovers new Digital Divide: Mobile Elite Emerges as Ruling Class in Business  2008-06-11

Proactive Business Management Seen As Key Driver in Improving Customer Service  2008-06-10

Interactive Intelligence to release major upgrade in South Africa to its all-in-one IP communications software suite  2008-06-09

BPO Awards Deadline Extended  2008-06-07

Avaya sub-Saharan Africa gleans insight UK technology trends  2008-06-06

Genesys Telecommunications Laboratories Names 2007 EMEA Partner of the Year Award Winners  2008-06-04

Rewardsco to launch new transactional website for employee rewards and training  2008-06-04

Conexus Paves the Road for Automotive Sales and Service Standards in Africa  2008-06-03

Self service is automating customer care  2008-05-31

Merchants takes customer satisfaction to the next level with Insight Now  2008-05-29

From small seeds grow mighty oaks  2008-05-27

South Africa's Neotel targets 60,000 users in 9 months  2008-05-26

Government wants new mobile, fixed operators in South Africa  2008-05-26

Global call centre to service Shell's customers, improve growth  2008-05-22

CRM set for significant growth despite economic slow down  2008-05-21

Oracle Introduces Oracle Communications Service Creation Environment 3.0 for Rapid Service Innovation  2008-05-20

Johannesburg wireless ring goes live  2008-05-18

The human touch is still tops  2008-05-14

Avaya Advances Leadership in Unified Communications Patents  2008-05-13

Contact centres should consolidate technologies  2008-05-13

Graham Technology becomes ciboodle  2008-05-13

Maximizer Software Receives Repeat Top Honours from Leading Analyst Firm for Customer Relationship Management Software  2008-05-12

PerformanceEdge Offers Enhanced Recording and Quality Management with Latest Product Release  2008-05-09

Infraco under deadline pressure  2008-05-09

NINZI-CONNECT TURNS ONE YEAR OLD  2008-05-06

Genesys Passes Key Milestone with 100th Major Enterprise Customer Moving to SIP  2008-05-06

Contact centre industry growing, but still in need of development  2008-05-02

Virtual contact centres a possibility for SA companies  2008-05-02

Interactive Intelligence first quarter operating results include record revenues  2008-04-30

Avaya Gains Lead in Unified Messaging Revenue and Shipments for North America  2008-04-29

BPO boon from Jipsa, Asgisa  2008-04-26

Vodacom unveils BEE partners  2008-04-26

FrontRange Solutions receives CRM excellence award  2008-04-25

KELLY POISED TO WIN GLOBAL CONTACT CENTRE AWARD  2008-04-24

Australian Contact Centre to open in Cape Town  2008-04-23

Gauteng’s R 35-Billion municipal network digital dream  2008-04-21

South Africa’s Cell C Makes first Operating Profit  2008-04-21

Internet Service Providers Association expects competition ruling against Telkom  2008-04-21

Services Seta offers assessor and moderator training  2008-04-18

SA Contact Centres are world class  2008-04-16

Research house Gartner has identified what it calls seven “Grand Challenges” that it thinks will transform IT as we know it.  2008-04-14

The new-age assembly line  2008-04-11

Update on Standards for Contact Centres  2008-04-11

Avaya Presents Unified Communications Assessment Tool: UCan!  2008-04-10

Kenya eyes call centres  2008-04-10

Leading Analyst Firm Positions Oracle in Leaders Quadrant in Magic Quadrant for CRM Customer Contact Centers  2008-04-09

New Genesys Solution Transforms Customer Service via an Intelligent Customer Front Door  2008-04-02

Small Businesses Succeed With Avaya  2008-04-01

Telco partnering record, logistics know-how and R&D give partners a head-start  2008-04-01

Graham Technology joins SWORD Group  2008-04-01

Avaya showcases Quick Edition at debut DigitalLife expo  2008-03-31

ATIO clinches double Gold Partner status and fastest growing Partner award from Nortel.  2008-03-31

Aspect Software All-in-One, IT-Ready Solutions Power Unified Communications for the Contact Center  2008-03-31

Integration – contact centres’ biggest bugbear  2008-03-25

Telkom South Africa introduces 600 Mbps Metro LAN service  2008-03-23

Outsourced PA's can organize your life from India  2008-03-21

Standard Bank wins Gartner CRM Excellence Award  2008-03-19

Genesys Recognized as Leader in Customer Service - Dynamic Contact Centre vision nets key awards and validation  2008-03-19

Microsoft and Aspect Form Global Strategic Alliance Microsoft makes equity investment in Aspect to bring Microsoft’s unified communications and voice platform to contact centers worldwide.  2008-03-19

Avaya Introduces New Unified Communications Client For Advanced Desktop Communications  2008-03-18

Avaya Unveils Breakthrough Intelligent Presence Technology For Real-time Business  2008-03-18

Avaya Unveils Industry's Most Affordable Unified Communications  2008-03-18

A Solution to Sentech Funding Crisis gets a political push in South Africa  2008-03-17

Only one cable allowed says South Africa’s Treasury  2008-03-17

Business Connexion achieves Avaya Platinum status  2008-03-14

Avaya Quick Edition wins industry bakeoff  2008-03-12

Oracle Releases Oracle CRM On Demand Release 15  2008-03-12

Confessions of a Contact Center Agent  2008-03-12

Quest Selected as Finalist in Contact Center World Awards  2008-03-11

Genesys Selected as Company of the Year in Customer Service by Frost & Sullivan for 2008 North American Contact Center Applications  2008-03-10

Local IT company clinches top international partner status  2008-03-06

Customers let down by call centres  2008-03-04

Dialogue says economic downturn good for business  2008-03-04

Maximizer Announces Overwhelming adoption of Maximizer CRM 10  2008-03-03

Terminal computing offers to lighten the energy load  2008-03-03

T-Systems in R1.8bn Mutual Outsource Deal in South Africa  2008-03-02

Nigerian Federal Government returns Transcorp's Nitel Stake  2008-03-02

SA Contact Centre Industry to Focus on Building Management Skills  2008-02-28

Tellumat lands Preferred Supplier deal with Orion Telecom  2008-02-28

Genesys Placed in Leaders Quadrant of Leading Analyst Firm's 2008 IVR and Enterprise Voice Portals Report  2008-02-26

Eskom wins Gold BPM Award for work with Graham Technology  2008-02-26

Oracle and Accenture Integrate Oracle Fusion Middleware into Accenture Communications Solutions  2008-02-24

PerformanceEdge Offers Enhanced Recording and Quality Management with Augmented Customer Survey Functionality  2008-02-21

Avaya, Extreme Networks, Juniper Networks and S1 IT Solutions Team to Support Special Olympics Winter Games with IP Telephony Network  2008-02-19

New Interaction Channels: Pull Not Push  2008-02-19

Most robust Contact Management Solution provides catalyst for SMB growth  2008-02-14

To become a global player, SA call centres need more show and tell  2008-02-13

Bytes Communication Systems celebrates successes in Cape with Golf Day  2008-02-11

No energy crisis for contact centres  2008-02-06

Aspect Software Increases Localization and Expands Capabilities with Latest Release of Aspect Unified IP  2008-01-25

Dialogue buys Verge for at least R47m  2008-01-14

Self-Service becoming a way of life for South African consumers  2008-01-12

Telkom ‘costs SA thousands of jobs’  2008-01-11

Aspect Software Makes Virtualization a Reality with Unified Command and Control  2007-12-10

National Credit Act receives positive response  2007-12-02

TeleTech Expands Global Footprint into South Africa - New Facility to Support Growing Need for Global Outsourcing  2007-11-27

September appointed as Telkom chief executive  2007-11-23

Genesys Placed in Leaders Quadrant of Leading Analyst Firm's 2007 Contact Centre Infrastructure Report for EMEA  2007-11-21

Genesys enables expanded use of IP in contact centres by supporting Asterisk’s IP telephony platform  2007-11-20

Seacom seizes first-mover advantage by completing financing and being ready for service by June 2009  2007-11-19

Telkom loses R192m internet connectivity deal in South Africa  2007-11-19

East African Local Authorities plan to implement eGovernment  2007-11-19

Tetra 10111 centres due countrywide  2007-11-19

Ninzi-Connect offers a solution to Mindpearl’s complex contact centre requirements  2007-11-17

Genesys Adds Key Telephony Capabilities to Microsoft Office Communications Server  2007-11-15

Maximizer Software Propels SMBs Ahead of the Market with Launch of the 10th Version of its CRM Software Maximizer CRM 10  2007-11-14

Inter-Active Technologies Offers First Aspect Software IP-based Contact Centre In South Africa  2007-11-13

Bytes Outsource Services named Altron’s most improved company  2007-11-13

Oracle Announces Siebel CRM Mobile for BlackBerry Platform  2007-11-12

Local cellphone service provider to offer affordable mobile satellite communication services  2007-11-08

Oracle releases Oracle Contact Center Anywhere 8.1.1  2007-11-08

Govt, Telkom agree on special call-centre tariff  2007-11-08

Oracle Named #1 in Activation for the Communications Industry  2007-11-07

Oracle Introduces Oracle Communications Unified Inventory Management  2007-11-07

Comsys brings innovation in customer contact with Video IVR and simplifies the delivery of mobile video content for the promotion of products and services  2007-11-07

Innovation Group turnover increase by 35%  2007-11-07

CRM Magazine Ranks Maximizer a Leader for Small Business CRM  2007-10-31

Aspect Software Launches PerformanceEdge/2  2007-10-31

Interactive Intelligence reports record third quarter revenues - 29 Percent increase in revenues drives profitability  2007-10-31

Interactive Intelligence ranking climbs among Top 500 Global Software and Services Suppliers  2007-10-29

ATIO installs Nortel Contact Centre 6.0 for Prime Cure  2007-10-29

National Call Centre & BPO Report Launched  2007-10-24

Companies Can Gain Insight into Agent Performance and Complete Customer Experience  2007-10-23

Industries need unification to achieve growth of SA BPO sector  2007-10-23

Customers vote Softline Pastel contact centre best in SA  2007-10-22

Another day, another cable  2007-10-19

Intelleca wins annual National Technical Innovation award  2007-10-17

Contact centre 'Empathy and Advocacy' standards are falling according to new European consumer research  2007-10-16

2007 National BPeSA Award Winners announced  2007-10-15

GENESYS HONOURS INTELLECA WITH NEW PARTNER OF YEAR AWARD  2007-10-14

Interactive Intelligence launches major upgrade to its IP Business Communications Software Platform  2007-10-11

Contact Center World Awards open for entries  2007-10-11

Avaya and Nokia Collaborate to Deliver Next Phase of Fixed to Mobile Convergence Applications for Enterprises  2007-10-11

Independent research firm names Genesys leader in IVR market share report  2007-10-06

ciboodle awarded Best Product at major industry event  2007-10-06

Genesys Appoints Paul Segre President and CEO  2007-10-06

ATIO receives two partner status awards from Nortel  2007-10-06

XO Interactive and Genesys Announce On-Demand Proactive Communication Solutions for Six Key Vertical Markets  2007-09-27

Multi-Connect now known as Ninzi-Connect Software successfully implements all-in-one contact centre solution  2007-09-23

BYTES COMMUNICATION SYSTEMS SIGNS FAX SERVER AGREEMENT WITH PRODATA  2007-09-18

Avaya cleans up at Call Centre BPO awards across the country  2007-09-17

Genesys Placed in Leaders Quadrant of Leading Analyst Firm's 2007 Contact Centre Infrastructure Report for North America  2007-09-14

Bytes Communication Systems lends the Filadelfia Secondary School learners a helping hand  2007-09-12

Spescom gears up for surge in SIP adoption with more powerful Avaya SIP recording solution  2007-09-11

Aspect Software Launches PerformanceEdgeT, First Fully Synchronized Contact Center Optimization Suite  2007-09-11

Top players in contact centres honoured at 10th ContactinGauteng BPO Awards  2007-09-08

Graham Technology a Strong Performer in Human-Centric BPMS for Banking and Investments writes independent analyst firm  2007-09-04

Bytes Communication Systems helps City Lodge Hotels get connected  2007-08-30

Will we pry the last mile from Telkom’s dead fingers?  2007-08-29

AmVia partners with Vox Telecom to cut fax costs, boost compliance  2007-08-29

Gauteng BPO Award Winners announced  2007-08-27

Genesys Telecommunications Laboratories' Voice Idol competition demonstrates how speech applications can improve the customer experience  2007-08-22

Aspect Software Receives Speech Technology Excellence Award for Aspect Quality Management Customer Interaction Solutions  2007-08-22

Big deal for newbies  2007-08-22

Global outsourcing market to be worth $1,43bn by 2009 - Frost & Sullivan  2007-08-20

Aspect Software and OpenSpan Partner to Extend Quality Management Across the Enterprise  2007-08-16

Genesys Labs honoured by AT&T As Outstanding Supplier  2007-08-16

Finalists for the 10th Annual Gauteng BPO Awards Announced  2007-08-14

Aspect Software Releases Aspect Spectrum ACD 10.1 with SIP-Based VOIP Capabilities  2007-08-13

CallingtheCape Awards 2007  2007-08-07

Genesys and ClickFox Improve Customer Experience with Analytics and Customer Behaviour Intelligence  2007-08-04

Interactive Intelligence reports record revenues for the second quarter  2007-08-01

Aspect Software Issues Challenge to Contact Center Industry to Adopt SIP 2.0  2007-08-01

Reader's Digest relies on Genesys Dynamic Contact Centre platform to cost-effectively manage more than three million calls annually  2007-07-30

Technology Pioneer IP Award to Aspect  2007-07-23

Fusion Outsourcing Services invests R12m in Spescom DataFusion solution  2007-07-22

SPESCOM'S FOUNDER/CEO HANDS OVER THE REINS  2007-07-11

INTEGRATED SPEECH ANALYTICS THROUGH CALLMINER PARTNERSHIP  2007-07-09

KZN Regional Call Centre Awards 2007  2007-07-09

SA IT company scores top international accolade  2007-07-06

Interactive Intelligence releases second generation SIP Interaction Gateway™  2007-07-04

Aspect Software Earns Outbound Market Leadership Honours from Frost & Sullivan Award Heralds Company’s Strong Product Strategy and Innovation for Three Consecutive Years  2007-07-04

Avaya makes it easy for small organisations  2007-07-03

NEOTEL CHOOSES SPESCOM  2007-06-24

MTN creates 1600 seat VoIP contact centre  2007-06-18

Spescom wins Proudly SA product of the year  2007-06-14

Budget's Cape call centre grows again  2007-06-13

Genesys and Alcatel-Lucent increase worldwide market share position in contact centre markets and IP in 2006  2007-06-12

Aspect Software Release of Aspect eWorkforce Management 7.0.1 Expands Localisation Capabilities  2007-06-11

Bytes Systems Integration and Altech NamITech forge alliance for Information Security powerhouse - Alliance provides critical managed security service offerings  2007-06-08

Avaya Enters Into Merger Agreement with Silver Lake and TPG Capital - Transaction Valued at Approximately $8.2 Billion or $17.50 Per Share  2007-06-07

Intelleca earns international recognition at Nuance awards in Cannes  2007-05-28

Call centres brace for new credit act  2007-05-25

Aspect Software Ranked #1 Workforce Management Provider Globally  2007-05-24

CallingtheCape Awards extension  2007-05-23

SPESCOM ANNOUNCES INTERIM RESULTS FOR SIX MONTHS ENDING MARCH 2007  2007-05-22

IBM Awarded Genesys Gold Certification for Expertise, Innovation and Customer Satisfaction  2007-05-21

New trend to outsource telecommunications  2007-05-17

Interactive Intelligence reports first quarter results  2007-05-12

CRM goes Mobile with Maximizer  2007-05-10

Spescom DataFusion has opened a call centre training facility at its Head Office in Midrand, Johannesburg.  2007-05-08

Genesys Announces Customer Interaction Management Platform Version 7.5 for the Dynamic Contact Centre  2007-04-25

BLACK GROUP BUYS 7 PERCENT OF DIALOGUE IN SOUTH AFRICA  2007-04-19

GOVERNMENT SHOULD ACT OR LEAVE TELKOM SOUTH AFRICA  2007-04-19

Neotel to take over Transtel Telecoms' networking infrastructure?  2007-04-19

Aspect Software Announces Release of Aspect Performance Management Application that Helps Contact Centers Align Operational Performance with Strategic Objectives  2007-04-17

Measuring Brand Experience 24 hours after the event  2007-04-13

A good call  2007-04-13

IP TELEPHONY EXPERTS TO REVEAL IMPACT OF INTERNATIONAL TRENDS ON SA BUSINESS  2007-04-12

ONECALL AQUIRES E-CENTRIC CALL CENTRE  2007-04-11

Synovate enjoys industry-topping growth in 2006  2007-03-31

GOVERNMENT TO STRONG-ARM TELKOM SOUTH AFRICA INTO EASSY SPV  2007-03-31

Open Source Software for large call centres  2007-03-25

The Minister of Trade and Industry Announces Government Support for Business Process Outsourcing (BPO)  2007-03-22

Fast growth equals staff investment at Dialogue  2007-03-21

2007 National BPO Awards Launched  2007-03-20

Aspect Voice Portal Recognized for Quality and Innovation as Product of the Year for 2006  2007-03-20

ContactinGauteng signs strategic Service Level Agreement with City of Joburg  2007-03-16

Contact Centre Global Forum addresses global industry failings: 25 – 27 April 2007, Palais des Congrès, Cannes, France  2007-03-13

Aspect Software Names Ocular Technologies as New Channel Partner in South Africa  2007-03-07

Take another look at South Africa – Investment mission to the USA  2007-03-06

SA must up its outsourcing game  2007-03-03

Intelleca acquires inContact to create customer interaction market leader  2007-03-01

Interactive Intelligence reports record fourth quarter and annual operating results  2007-02-28

IPT develops recognition of prior learning tool for Services SETA  2007-02-19

TRAINING BENCHMARK FOR SOFTWARE HOUSES IN SOUTH AFRICA  2007-02-16

SACCCOM changes its name to BPeSA  2007-02-15

SA hits offshore outsourcing stride  2007-02-14

Aspect Software Announces Fourth Quarter and Fiscal Year 2006 Financial Results  2007-02-14

Independent US-based Study shows Contact Center preference for “All-in-One” Communications Systems  2007-02-14

NAMIBIA AHEAD OF SA ON WIRELESS BROADBAND  2007-02-14

AFRICAN VOIP REPORT REVEALS STEADY UPTAKE OF IP AMONG CARRIERS AND GREY MARKET PERSISTING DESPITE PRICE FALLS  2007-02-14

MICROSOFT CHARITY GOING BEGGING IN SOUTH AFRICA  2007-02-14

Dialogue welcomes Telkom’s special low rates  2007-02-11

RESCUE ATTEMPT ON POORLY PERFORMING TELECENTRES IN SOUTH AFRICA  2007-02-08

Business continuity planning: Anticipate the unexpected  2007-02-08

TECHNOLOGY KEY TO SUCCESS AT DISCOVERY HEALTH IN SOUTH AFRICA  2007-02-08

Aspect Software Names Customer Contact Solutions Nigeria Limited as New Channel Partner  2007-02-08

Business Trust sees BPO as opportunity for thousands of jobs  2007-02-08

AFRICAN TELECOM GATEWAY LICENCE COSTS TO COME DOWN AFTER UNCTAD INTERVENTION  2007-02-08

Voice over IP boosts foreign direct investment, saves millions for local firms  2007-02-07

THE CONTACT CENTRE GLOBAL FORUM: THREE DAYS TO TALK TO THE WORLD  2007-02-05

Interactive Intelligence wins SearchCRM.com’s 2006 Product of the Year Award for best call centre suite  2007-02-02

Spescom DataVoice announces Improved Avaya Recording Support  2007-02-02

Aspect Software Announces General Availability of Aspect Quality Management 2.5.1  2007-01-26

Genesys Named in Leaders Quadrant of Leading Analyst Firm's 2006 IVR and Enterprise Voice Portals Report  2007-01-18

Interactive Intelligence announces general availability of its new Workforce Management Software  2007-01-17

Consumer protection bill will help direct marketers do better business  2007-01-12

C.a.T.S. voice solution is proving extremely resilient  2007-01-10

Using excellent customer service to build brands  2007-01-10

Growing call centre O'Keeffe and Swartz to leverage in-house software  2007-01-02

Neotel secures loan to build infrastructure  2006-12-14

Avaya Introduces 3rd-Generation DEM Interface to Link Intelligent Communications with Business Applications  2006-12-13

Avaya names Top BusinessPartners at EMEA Partner Conference 2006  2006-12-12

Telkom boss: bridge builder or lightweight?  2006-12-07

Avaya Leads Global Market  2006-12-06

Aspect Software Earns Top Honours for the Value its Unified Products Bring to Customers  2006-12-05

City of Cape Town achieves compliance to worldwide quality management standards  2006-12-04

Spescom provides Eskom with call centre technology to meet strategic goals  2006-11-29

Open Source way to go in the Public Sector  2006-11-28

Wireless can change society  2006-11-27

Spescom prepares for expansion across Africa  2006-11-20

AVAYA ACQUIRES TRAVERSE NETWORKS  2006-11-17

Gauteng’s Contact Centre industry achieves at National BPO Awards  2006-11-15

Outsourcing promises major benefits for SA consumers and insurers  2006-11-14

A Double first for Spescom DataVoice Screen Recording  2006-11-14

Avaya Retains Top Spot in European Call Centre Market  2006-11-13

Case Study
Alchemex delivers Excel reporting for three smaller call centers  2006-11-10

South African Satisfaction Index results for the telecommunications industry released - Customer satisfaction increases in the Telecommunications industry  2006-11-09

ActiveGard™ for maximum safety on the phone  2006-11-09

Conexus gathers momentum in the global call centre outsourcing industry  2006-11-03

International offshore outsourcing commentator to address the impact of Business Process Outsourcing on the 2nd economy in South Africa  2006-10-31

The New Privacy Legislation - A catastrophe or just survival or maybe a new beginning?  2006-10-31

SOUTH AFRICA’S COMING CONVERGENCE MAY HOLD LESSONS FOR REST OF THE CONTINENT  2006-10-30

Are government incentives the catalyst to winning global outsourcing contracts?  2006-10-29

Aspect Software Positioned as Major Industry Player on Software 500 List Company Ranked in Top 100 Overall and Top 10 in Revenue Growth for Overall Software 500  2006-10-27

inContact and Intelleca rise to the challenge of further educating the contact centre market  2006-10-26

Erwin promises cheaper broadband  2006-10-24

Telecoms assest to be leased by City of Johannesburg  2006-10-19

ContactinGauteng partners with IDC for the benefit of the BPO industry  2006-10-18

Garry McGuire to retire as Avaya CFO  2006-10-12

First in Africa for brandhouse and ATIO  2006-10-09

Contact Center World Awards  2006-10-06

Interactive Intelligence releases new version of predictive dialer  2006-10-02

Aspect Software Introduces VoiceXML Forum-Certified Aspect Customer Self Service 7.2 JOHANNESBURG – October 02, 2006  2006-10-02

Business intelligence for Goldmine; the latest Excel-based reporting product to hit our shelves  2006-09-25

Companies not utilising full potential of their call centres  2006-09-18

EASSY PARTIES IN DISCONNECT OVER END OF THE BEGINNING– NEGOTIATIONS CONTINUE  2006-09-18

Winners Announced For The 2006 Contact Center World Awards Best In EMEA  2006-09-17

Aspect Software Announces General Availability of Aspect Enterprise Contact Server 6.2 JOHANNESBURG – September 13, 2006  2006-09-13

ATIO quality measurement assures the heartbeat of call centres  2006-09-11

Gauteng Contact Centre industry recognises outstanding success and achievement  2006-09-06

Viability of Web Interactions in South Africa  2006-09-05

NEOTEL GIVES TELKOM SA TASTE OF COMPETITION  2006-09-04

ContactinGauteng to hold Annual BPO Awards  2006-08-31

Quest earns in Diamonds  2006-08-30

Patent underscores Aspect Software's commitment to innovation  2006-08-28

The First Ever African BPO & Call Centre Conference – Nairobi, Kenya 26-27 September 2006  2006-08-28

DVT offers free single-user version of Radical  2006-08-25

Money to be wasted on IP screen phones?  2006-08-21

Aspect eWorkforce Management Gets New Look with 7.0 Release  2006-08-16

City of Joburg pilots a new call centre initiative  2006-08-15

Genesys Aligns with SAP’s Broad Integration Strategy, Fully Leveraging SAP NetWeaver to Access Back-end Data and Information for Voice Self-Service and Customer Interaction Management  2006-08-04

Call Centres like Dialogue helping to reverse unemployment  2006-08-02

SAA implements new voice response system  2006-07-28

MTN will outsource to Dialogue and Tlhalefang Placement  2006-07-27

Use of area codes to be mandatory for local calls and international dialling code to change from 09 to 00  2006-07-26

Data security - is your company's confidential information adequately protected?  2006-07-25

Commencement of Electronic Communications Act proclaimed today  2006-07-20

Dialogue to list on the AltX in September  2006-07-19

Genesys appoints inContact as new local VAR  2006-07-04

The week's top telecomms news  2006-07-03

Largest Contact Centre in Africa  2006-07-01

Open Source for Africa  2006-07-01

Recruiting with an International Focus  2006-07-01

C B-Yond group creates 100 jobs as it launches Distributions division  2006-07-01

Standards for Africa  2006-07-01

TalkTalk: Biggest call centre investment in South Africa to date  2006-07-01

Aspect Software Breaks Down Last Barrier  2006-07-01

Update from the East African Contact Centre Association (EACCA)  2006-07-01

Poised to Strike  2006-07-01

Global Benchmarking  2006-07-01

Atio increases quality of customer service for Botswana Telecom  2006-07-01

Checks and Balances  2006-07-01

Aspect Software CEO James D. Foy Named Ernst & Young Entrepreneur of the Year® 2006  2006-06-22

Municipalities roll out telecoms services, but Telkom disapproves  2006-06-20

The Gauteng Provincial Government launches the first of it's satellite contact centres  2006-06-20

ContactinGauteng announces new Board of Directors  2006-06-19

Not so EASSy  2006-06-15

The DMA and new Privacy Legislation - Action to improve the PPI and Consumer Protection Bills  2006-06-15

SA may lose out  2006-06-14

Call Centres in Tunisia  2006-06-11

Mweb vs Telkom  2006-06-08

Telkom price cuts  2006-06-06

Genesys 7.2 Workforce Management Application Focuses on Optimisation  2006-05-30

KEY TRENDS IN ICT: THE CASE FOR QUALITY ASSURANCE  2006-05-23

South Africa gets VoIP Numbers and Interconnect  2006-05-22

New Software Enables Interaction Management Across the Enterprise  2006-05-20

ContactInGauteng's New Executive Committee  2006-05-18

Aspect Software Executives Jim Foy, Gary Barnett and Ralph Breslauer Receive Prestigious Industry Awards  2006-05-11

A new threat to our industry has emerged in the form of The Consumer Protection Bill  2006-05-10

Smollan boosts IT helpdesk and customer contact centre with Radical  2006-05-08

Alcatel’s Genesys to acquire VoiceGenie to extend market leadership in VXML-based voice self-service solutions  2006-04-12

Aspect Software acquires quality management provider SophistiCom Technologies, Inc.  2006-04-07

EXCLUSIVE TO CONTACT INDUSTRY HUB - Improving Customer Loyalty Through Effective Self-Service Options  2006-04-05

Keep the customer satisfied - by Paul Moorman, MX Digital  2006-03-06

Centric celebrates a highly successful year in a growth market  2006-03-05

Building in Botswana  2006-03-01

State of the Nation  2006-03-01

Take me to your Leader  2006-03-01

Measuring Delight  2006-03-01

Cape Contact Centre industry hits 39% growth  2006-03-01

International Exposure  2006-03-01

Africa Calling  2006-03-01

The challenge from Africa  2006-03-01

National Calibre  2006-03-01

Sustaining motivation in a call centre  2006-03-01

Good is the Enemy of Great  2006-03-01

Doing business in Africa  2006-03-01

ContactinGauteng drives investment in BPO  2006-03-01

Frost & Sullivan Awards Genesys the 2005 Market Leadership Award for Contact Centre Managed Service Solutions  2006-03-01

C B-Yond Distribution, a division of the fully black-owned C B-Yond Group, has officially opened its Bryanston call centre.  2006-02-28

BEE CALL CENTRE STAKES CLAIM IN JO’BURG CITY CENTRE  2006-02-24

Outbound telemarketers beware!  2006-02-20

C B-Yond group creates 100 jobs as it launches Distributions division  2006-02-17

Obituary: The South African Call Centre Industry mourns unexpected demise of Quest MD Francis Khubedu  2006-02-16

Genesys Reinforces Commitment to Excellent Customer Service with Partner Certification Programme for VARS, Developers and Integrators  2006-02-07

SA to focus on rural call-centres  2006-02-06

Service delivery and 2010 – let’s add a little value  2006-01-15

Contact Centres Prioritise Efficiency and Service  2005-12-21

The challenge from Africa to the South African call centre industry  2005-12-01

Call centres stimulate e-literacy in Africa through job creation  2005-12-01

Warning Bells - The Approaching Storm - Huge Job Losses for Call Centre Industry?  2005-11-20

e-Centric continues to be ranked among the top in Midrand  2005-11-16

Leading South African Cellular Operator Selects NICE VoIP Solutions  2005-11-03

PRIVACY DRAFT LEGISLATION  2005-11-03

Call centre group concludes black empowerment deal  2005-10-21

Siemens and Genesys: Contact Centre Virtualisation from a Single Platform  2005-10-01

Southern Sun Hotels contact centre voted the best  2005-09-26

Tapping into Top Talent  2005-09-01

South African Regional Contact Centre Industry Associations  2005-09-01

South Africa - Alive with Possibilities  2005-09-01

National Industry Awards 2005  2005-09-01

Delivering on Investment  2005-09-01

State of the Nation  2005-09-01

Linking customer loyalty with returns  2005-09-01

Tough questions for VoIP  2005-09-01

CTI is dead. Long live VoIP.  2005-09-01

Skills for Africa Project  2005-09-01

The future is flexible  2005-09-01

Genesys Receives 'Most Scalable, Distributed IP Contact Center' Award  2005-08-31

Genesys Announces IP-Enabled Genesys Voice Platform  2005-07-08