Technology trends that will shape the contact centre of the future

By |February 20th, 2017|

2016, a year that garnered endless negative press, brought significant economic and political upheaval, both in South Africa and internationally. And while these challenges put the local market under severe pressure, with many businesses being forced to downsize, the contact centre industry has continued to thrive.

According to Jed Hewson and Bruce von Maltitz, Co-founders and

Whitepaper: Embracing technology change in contact centres

By |January 29th, 2016|

The South African contact centre industry has evolved to such an extent that it is becoming the focal point for corporate sales, service, and support. Factors like cloud computing, data analysis, and outsourced managed services indicate that the coming months will be crucial for growth. This is according to the new annual 1Stream White Paper

SA contact centres are catching up, but must educate themselves before moving to the cloud

By |March 3rd, 2015|

Nebula whitepaper outlines cloud solutions and considerations for SA contact centres

“South African contact centres are finally starting to understand the benefits of cloud technology. Now they need to educate themselves so that they are able to understand the functionality available, negotiate pricing and become aware of important considerations,” says Bruce von Maltitz, Director at 1Stream,

Gamification in South African contact centres, 1Stream takes lead

By |August 8th, 2014|

Gartner predicts that 40% of Global 1000 organisations will use gamification as their primary mechanism to perform business operations by 2015. It also predicts that 80% of current gamified applications will fail to meet business objectives.

Hosted technology provider 1Stream has released a white paper outlining the potential for gamification technologies in South African contact centres.

Key Trends Affecting the Call Center in South Africa

By |September 25th, 2013|

Hosted technology provider 1Stream has released a white paper detailing the key trends affecting the South African contact center industry, including technology providers in the space.

“The market has definitely grown dramatically over the last five years,” says Bruce von Maltitz, director of 1Stream. “In the mid-2000s, we were still educating the market about cloud technology

White Paper – Nemertes Research PilotHouse Awards

By |August 28th, 2012|

The goal of the PilotHouse awards is to provide analysis of vendor and service-°©‐ provider performance from the perspective of the IT professionals who actually use the technology. Many research firms offer market rankings, but Nemertes’ research and analysis is unique. It is 100% based on the views and experiences of actual users. The research

Amazon chooses 1Stream’s hosted contact centre solution

By |February 14th, 2012|

Download article from Entrepreneur

Customer Effort – Harvard Business Review

By |September 13th, 2011|

Click on the PDF icon to download the Harvard Business Review report on Customer Effort.

Contact Centre Automation by Interactive Intelligence

By |August 24th, 2011|

Click on the pdf icon to download Interactive Intelligence’s report on Contact Centre Automation.

Hosted Contact Centre Solutions

By |June 1st, 2011|

Click on the pdf icon to download the whitepaper on Hosted Contact Center Solutions by Donna Fluss, President and Founder of DMG Consulting.