Contact Centre Integration – What and Why

By |July 20th, 2018|

The need for integration in a call centre is not a new concept. The reasons for integration, however, have changed considerably over the last two decades as technology, communication and the relationship between business and customer has evolved.

At the outset, PBX systems in call centres took care of telephony requirements while many other systems

Making contact centre reporting simpler and easier

By |January 29th, 2018|

1Stream’s cloud contact centre technology is built around a universal queue and provides multimedia functionality in the form of email, chat, telephone and social media.

Agents work in a blended environment that enables them to receive and respond to customers in the media of their choice.

By using a single agent desktop application you improve efficiency and

Get a 360-degree view for better customer service

By |January 23rd, 2018|

At 1Stream, our cloud based call centre solutions provide a number of benefits that will help your business to save money and improve the level of service you offer to your clients.

1Stream’s cloud based integration solution plugs into all major CRM and ticketing systems, including Microsoft Dynamics CRM, Salesforce.com and Zendesk out of the box.

We’ve

1Stream – your contact centre technology specialists

By |January 9th, 2018|

1Stream is the only cloud contact centre service provider in Africa that provides complete administrative, as well as technical services.
Businesses can benefit from world-class technology, while at the same time receiving the personalised service from a local service provider who continues to manage the deployment and technical aspects of the system.

There are numerous advantages to

Quick calls to better businesses

By |November 29th, 2017|

The tools that enable a rapid response to customers are the key to improved sales.

Speed of response is the first step to getting and keeping customers in a highly competitive and cluttered online environment. Contact centres play a pivotal role in this process.

Rapid engagement, efficient workflow and customer retention should be the goals of every

Five steps to contact centre integration success

By |November 6th, 2017|

Investment into contact centre integration doesn’t have to be expensive or complex. Not anymore.

For the business that wants to expand its footprint and engage its customers, investment into a contact centre can singlehandedly tick the box of strategic technology investment while expanding customer engagement and sales.

Every organisation wants to grow. Most are staring down the

The customer service journey of the (not so distant) future

By |July 27th, 2017|

In the movie Big Hero 6, the inflatable Baymax robot is a healthcare companion who can diagnose and suggest treatment based on the 10,000 medical procedures he has learnt, all within a two-second body scan. So, how far off are we from using such technology for customer service?

We are in fact already using artificial intelligence

Where do humans fit in a world of digital personal assistants?

By |June 28th, 2017|

The fourth industrial revolution is reshaping businesses and the global economy. While previous industrial revolutions moved at a linear pace, the fourth is leveraging digital developments and disrupting all businesses, in all industries, at an exponential rate. The lines between physical and digital are being blurred as technological innovation brings a level of automation previously

From helpdesk to service desk – the evolution of the contact centre

By |June 14th, 2017|

A company’s helpdesk has a very important role to play in the business. It is the first – and often only – point of contact for answering users’ questions. Today, an increasing focus is being put on customer service, which means that it has become imperative for helpdesks to evolve into something more: they need

The contact centre generation gap

By |April 26th, 2017|

There is a growing repository of literature focussed on the challenges that businesses face when dealing with the millennial generation – whether as consumers or employees. While adapting to the changing demands and trends that come with each new generation is nothing new – businesses have already had to shift expectations and strategies to accommodate