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

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

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 cloud is broadening its horizons

By |March 29th, 2017|

Cloud technology is no longer the new kid on the block. It has slowly and steadily infiltrated almost all aspects of our lives, from personal device storage to large-scale enterprise management systems, bringing with it convenience, but more importantly for businesses, cost savings and agility.

Life – and work – in the cloud

The cloud has given

6 tips to keep productivity and quality high in call centres this festive

By |November 15th, 2016|

The lead up to the holiday season can be daunting for those in the retail industry, particularly for call centres and contact centres who bear the brunt of the increased workload, and often heightened tempers. While managing this period might seem overwhelming to the staff and managers involved, there are some key things to bear in

Tech savvy contact centres are a must-have for higher learning institutions

By |October 18th, 2016|

There is endless data that supports claims of how technology is shifting how we interact with each other and with the information we gather, but even more telling than the numbers, is the change in terminology from a call centre to a contact centre. It’s not just about a sea of agents fielding incoming calls anymore. Instead, contact

3 cloud security considerations for every call centre

By |July 19th, 2016|

Image source: iStock

With any IT infrastructure within a contact centre comes risk. And while this risk should not paralyse operations, it should be investigated carefully and practically to find the safest and most appropriate solution. 

There are a few key considerations that should inform a business owner’s decision around what solutions and systems to implement in

5 reasons to outsource your cloud call centre tech

By |June 30th, 2016|

Whether it stems from our desire to remain in control or the often inherent mistrust of outsourcing services, many businesses prefer keeping departments in-house. But when looked at from a different perspective, it becomes clear that to manage specialist technology, we need specialist resources, for a number of reasons. With managed services such as cloud-based

Are you managing the people or the tech?

By |June 10th, 2016|

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Technology, when implemented effectively in a contact centre, is a powerful tool. But, what is often overlooked is that call centres are about the people first, and the technology is simply the enabler that helps provide the best customer experience, says Jed Hewson, contact centre technology pioneer in South Africa and co-founder of