When it comes to AI, virtual assistants and chatbots are an immediate association for many. However, AI has other important uses for companies too - in fighting fraud...
Rob Lith 4 Feb 2019
2019 is expected to further transformative developments, providing us with new ways to meet consumer expectations, utilise data and work more efficiently...
Rob Lith 7 Jan 2019
Thanks to the fourth industrial revolution, businesses today have more tools than ever at their disposal. From the power of the cloud, giving flexibility and scalability to organisations both big and small; to IoT, effortlessly merging the digital world with our everyday lives...
Rob Lith 5 Jun 2018
We live in a text-first society. If one of your customers has a problem, your website is generally the first place they'll go. A customer resorting to a voice call should be a warning that their patience is really running thin...
Rob Lith 31 Oct 2017
Notice anything funny about your cellular bill lately? If so, you may have been blind-sided by prevailing mobile data trends.
Rob Lith 29 Jul 2014
The announcement by Telkom recently that it plans to replace almost 300 of its unprofitable copper-based exchanges with wireless 3G and LTE services is good news for the telecommunications industry.
Rob Lith 22 Apr 2014
Recent events are evidence of unprecedented pressure on mobile network operators (MNOs) to lower their prices.
Rob Lith 1 Apr 2014
Networked-based communications - or Voice over IP (VoIP) - is responsible for a radical overhaul of the role of the business PBX. Previously a mere utility that switched voice calls, today's IP-PBX offers unprecedented efficiencies, flexibility and functional variety.
Rob Lith 22 Jul 2013
"Cloud-based communications has clear benefits, but whether those benefits will accrue to your organisation depends on a number of factors. If your enterprise answers to any of the questions in the checklist below, you may be in the market for a hosted PBX."
Rob Lith 28 Aug 2012
Virtualisation is a crucial enabler of modern call centres, allowing flexible scaling of capacity that reduces customer service frustrations, as well as cloud-based models that reduce the ownership burden of costly, complex resource management.
Rob Lith 7 Jun 2012
One of the most topical issues in call centres currently is the 'on-demand call centre (ODCC)'. It implies being able to grow and shrink your agent pool in line with the ebb and flow of demand, without being concerned with details like being under- or over-provisioned with resources (bandwidth and scale of application support).
Rob Lith 17 May 2012