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

Why your contact centre competitors have moved to cloud technology

By |September 7th, 2016|

Cloud-based contact centres have massively increased in popularity over the past 8-10 years. Figures suggest that 41% of contact centres have already migrated to the Cloud or are in the process of doing so, and another 36% are learning more about it. Cloud-based contact centres provide your business with a number of significant benefits, including

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

Are you managing the people or the tech?

By |June 10th, 2016|

Image source: Avanade.com

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

Why chatbots won’t replace humans

By |April 25th, 2016|

(published via Memeburn)

Fear-mongering is everywhere, in every industry. And most recently, the contact centre has experienced its own dose of this with the announcement that Facebook will be making use of chatbots via Messenger to deal with customer queries.

The concern, of course, is that the development and inclusion of intelligent tech will replace humans in

Contact centre data analytics for business benefit

By |February 25th, 2016|

Data has become the currency of the digital landscape. Irrespective of industry sector, no company can afford not to manage, analyse, and execute on the information it has at its disposal. Our 2016 annual white paper features Data Analysis as a key trend. This article looks at the impact data analytics has on the contact centre

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

Don’t be blinded by the buzzwords… why choosing the right cloud provider requires a critical approach

By |May 20th, 2015|

Earlier this year, Goldman Sachs released a study which projected that spending on cloud computing infrastructure and platforms will grow at a 30% compound annual growth rate from 2013 through 2018, compared with 5% growth for the overall enterprise IT market. This is a staggering number, and reflects the growing importance of cloud computing in the

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