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

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

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

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

Cloud Contact Centre Provider 1Stream Releases Platform 2.5

By |October 22nd, 2015|

1Stream, a leading provider of cloud contact centre technology and services, has released an updated version of its platform. Platform 2.5 is essentially a response to the fast-changing contact centre environment, which is being shaped by the mobile-first trend and increasing use of multimedia in our everyday lives.
“Today’s contact centre has to be properly equipped

The Star newspaper: Good customer service is key to your brand

By |April 30th, 2015|

1Stream’s MD, Bruce Von Maltitz, was featured in The Star newspaper on 8 April, 2015.

Key takeaway: “The secret to successful, consistent customer service is the ability to manage, measure and maintain good standards. Gaining this level of visibility requires a robust system and well-thought-out and managed processes and reporting mechanisms.”  Link to full copy of

Are machines the contact centre agents of the future?

By |February 25th, 2015|

By Jed Hewson, Director

Artificial Intelligence is not yet a reality. But very smart computers are. They’re poised to take over all sorts of routine, repetitive tasks. After all, a robot doesn’t make mistakes, it can’t get tired and slack off, it won’t lack motivation, and it doesn’t hurt that it can’t lie or steal or

Why small contact centres need cloud

By |January 21st, 2015|

Cloud technology holds just as much, if not more, power for small businesses and their call centres as it does for large ones, says Jed Hewson, Director at cloud contact centre technology provider, 1Stream.

“A lot of people think that cloud technology is best suited to large contact centre operations but it’s just as powerful for