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End of on-premise: Call centre trends for 2018

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JED HEWSON, co-founder and joint CEO of 1Stream, explores the major contact centre technology trends that emerged last year including fibre, AI and chatbots,

At the end of any year, it is wise to look forward to the year ahead, and to use the knowledge gleaned from the previous year to predict some of the business trends and influences that will impact on the economy.

1.       Fibre

South Africans are finally having fibre delivered to them. With the rollout of fibre across the country, the full potential of cloud technology and connectivity can permeate our lives: both in the home and at work. 2017 showcased a fundamental shift in the cloud marketplace thanks to the accessibility of fibre and the potential it unlocks for the enterprise.

2.       SD-WAN

SD-WAN is the next layer of fibre ubiquity that allows the business to free itself from the complexities of multiprotocol label switching (MPLS). It is agile, introduces an additional layer of security and high availability on the router, is link agnostic, and allows the user to configure and manage systems rather than hire specialist engineers. SD-WAN is, quite simply, a better way to use fibre.

3.       Artificial intelligence and chatbots

2017 taught us is that there are number of players in  the artificial intelligence (AI) and chatbot arena. Until now, connectivity limitations and infrastructure in South Africa have slowed its uptake, but it seems very likely that these services will soon be far more accessible.

4.       Integration

In the past, integration in the call centre meant lengthy and expensive projects to connect on-site proprietary systems and usually needed the involvement of highly specialised developers. The cost and effort to implement and maintain integrations made the business case for smaller call centres hard to justify. As modern cloud technologies are designed for remote connection and generally offer “open-Standard” APIs such as Web Services, integration today is faster and less expensive to deploy.

With the rise of cloud-based integration systems, 2017 saw a resurgence of  integration in contact centres of all sizes. These systems are designed to use agile methodologies, open and industry standards, with remote connectivity. The integrations of the past year have been more flexible and efficient, faster, cheaper, and designed with more modern technology in mind.

5.       The omnichannel

As the call centre adopts an increasing array of channels through which to communicate and collaborate with customers and employees, it is also adopting an increasingly complicated ecosystem that demands improved management accessibility and capability. In 2017, the omnichannel demonstrated both its relevance and its high maintenance. There is a growing number of companies looking for solutions that can streamline all these channels with central reporting and real-time data functionality.

6.       The hypercloud

The big four hyperclouds are here at last. Amazon, Azure, IBM and Google are coming to Africa, and with them brings a bevy of services that will see competition for cloud dominance hit an all-time African high. In the past, cloud offerings were limited as the hypercloud leaders were unavailable and the cost and complexities involved in bringing tools to Africa were prohibitive. Now, however, this is all about to change, and the next step is anyone’s guess.

7.       The end of on-premise

This past year has shown how businesses are finding it increasingly difficult to justify on-premise solutions. This is being further influenced by shadow cloud or stealth-cloud, where employees and individuals are introducing their own cloud solutions and IT environments, without the influence of IT. This trend was firmly entrenched throughout 2017 and triggered the corporate understanding that they will have to move off-premise at some point. However, in order to proceed, they will need a clear strategy to define how they manage their providers within their infrastructure.

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Now download a bank account

Absa has introduced an end-to-end account opening for new customers, through the Absa Banking App, which can be downloaded from the Android and Apple app stores. This follows the launch of the world first ChatBanking on WhatsApp service.

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This “download your account” feature enables new customers to Absa, to open a Cheque account, order their card and start transacting on the Absa Banking App, all within minutes, from anywhere and at any time, by downloading it from the App stores.

“Overall, this new capability is not only expected to enhance the customer’s digital experience, but we expect to leverage this in our branches, bringing digital experiences to the branch environment and making it easier for our customers to join and bank with us regardless of where they may be,” says Aupa Monyatsi, Managing Executive for Virtual Channels at Absa Retail & Business Banking.

“With this innovation comes the need to ensure that the security of our customers is at the heart of our digital experience, this is why the digital onboarding experience for this feature includes a high-quality facial matching check with the Department of Home Affairs to verify the customer’s identity, ensuring that we have the most up to date information of our clients. Security is supremely important for us.”

The new version of the Absa Banking App is now available in the Apple and Android App stores, and anyone with a South African ID can become an Absa customer, by following these simple steps:

  1. Download the Absa App
  2. Choose the account you would like to open
  3. Tell us who you are
  4. To keep you safe, we will verify your cell phone number
  5. Take a selfie, and we will do facial matching with the Department of Home Affairs to confirm you are who you say you are
  6. Tell us where you live
  7. Let us know what you do for a living and your income
  8. Click Apply.

 

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How we use phones to avoid human contact

A recent study by Kaspersky Lab has found that 75% of people pick up their connected device to avoid conversing with another human being.

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Connected devices are becoming essential to keeping people in contact with each other, but for many they are also a much-needed comfort blanket in a variety of social situations when they do not want to interact with others. A recent survey from Kaspersky Lab has confirmed this trend in behaviour after three-quarters of people (75%) admitted they use a device to pretend to be busy when they don’t want to talk to someone else, showing the importance of keeping connected devices protected under all circumstances. 

Imagine you’ve arrived at a bar and you’re waiting for your date. The bar is busy, and people are chatting all around you. What do you do now? Strike up a conversation with someone you don’t know? Grab your phone from your pocket or handbag until your date arrives to keep yourself busy? Why talk to humans or even make eye-contact with someone else when you can stare at your connected device instead?

The truth is, our use of devices is making it much easier to avoid small talk or even be polite to those around us, and new Kaspersky Lab research has found that 72% of people use one when they do not know what to do in a social situation. They are also the ‘go-to’ distraction for people even when they aren’t trying to look busy or avoid someone’s eye. 46% of people admit to using a device just to kill time every day and 44% use it as a daily distraction.

In addition to just being a distraction, devices are also a lifeline to those who would rather not talk directly to another person in day-to-day situations, to complete essential tasks. In fact, nearly a third (31%) of people would prefer to carry out tasks such as ordering a taxi or finding directions to where they need to go via a website and an app, because they find it an easier experience than speaking with another person.

Whether they are helping us avoid direct contact or filling a void in our daily lives, our constant reliance on devices has become a cause for panic when they become unusable. A third (34%) of people worry that they will not be able to entertain themselves if they cannot access a connected device. 12% are even concerned that they won’t be able to pretend to be busy if their device is out of action.

Dmitry Aleshin, VP for Product Marketing, Kaspersky Lab said, “The reliance on connected devices is impacting us in more ways than we could have ever expected. There is no doubt that being connected gives us the freedom to make modern life easier, but devices are also vital to help people get through different and difficult social situations. No matter what your ‘connection crutch’ is, it is essential to make sure your device is online and available when you need it most.”

To ensure your device lifeline is always there and in top health – no matter what the reason or situation – Kaspersky Security Cloud keeps your connection safe and secure:

·         I want to use my device while waiting for a friend – is it secure to access the bar’s Wi-Fi?

With Kaspersky Security Cloud, devices are protected against network threats, even if the user needs to use insecure public Wi-Fi hotspots. This is done through transferring data via an encrypted channel to ensure personal data safety, so users’ devices are protected on any connection.

·         Oh no! I’m bored but my phone’s battery is getting low – what am I going to do?

Users can track their battery level thanks to a countdown of how many minutes are left until their device shuts down in the Kaspersky Security Cloud interface. There is also a wide-range of portable power supplies available to keep device batteries charged while on-the-go.

·         I’ve lost my phone! How will I keep myself entertained now?

Should the unthinkable happen and you lose or have your phone stolen, Kaspersky Security Cloud can track and protect your device from data breaches, for complete peace of mind. Remote lock and locate features ensure your device remains secure until you are reunited.

 

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