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How visual IVR will serve customers better

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Customers want an efficient customer line service and Visual IVR technology is set to enhance the customer experience. According to BRUCE VON MALTITZ, co-founder at 1Stream, it creates an efficient way of managing customer queries and saves time for the end-user and agent.

Anybody who has ever had to phone a call centre knows the frustration of listening to numerous menu options before eventually being able to speak to an agent. But thanks to the emergence of visual interactive response technology, this no longer needs to be the case.

Whether it is an insurer, a bank, or even a pay TV provider, consumers can easily get lost in the complicated hierarchical menu structure of a traditional interactive voice response (IVR) system. These are often poorly designed and can be incredibly frustrating to customers. Just think of how many times you have to enter your ID number or medical aid number only to have to repeat it when you are eventually able to speak to an agent.

With people having access to virtually any information on their mobile device, the digital age has created a consumer expectation of being more in control of the service experience. This shift to a self-service environment is resulting in more call centres rethinking their strategies.

Customers are used to navigating through websites and using applications on smartphones, creating a perfect entry point for visual IVR. As the name suggests, with visual IVR, a list is displayed showing easy-to-use menu options for customers to select on their device of choice before even making a phone call. The system can also show the expected wait time before an agent is available so a customer can decide to either click the ‘dial now’ option or have the company contact them on a platform of their choice.

This means that if there are, for example, 10 calls in the queue ahead of the customer, the ‘call me’ option will save their position. So the call centre agent will contact them when they get to the front. With visual IVR, it is all about offering people the ability to access the choices and information that have traditionally been handled by legacy IVR systems.

It creates an incredibly efficient way of managing customer queries and saves time for both the end-user and the agent. Thanks to the ubiquity of technology such as voice over internet protocol (VoIP) telephony, companies do not even have to rely on telephone numbers. Simply provide a ‘call now’ button on the website and a customer can instantly chat to an agent.

Visual IVR is still slow on the uptake in South Africa, but believes it is only a matter of time before momentum shifts.

In an ultra-competitive market facing challenging economic conditions, companies can ill afford not to be seen as customer champions. Visual IVR gives them the platform to do so. The business case for moving to this environment becomes a difficult one to ignore for too long.

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Load-shedding leads
local searches

South Africans are searching in the dark, according to the latest Google Search trends.

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With more 1 million search queries generated in the space of 76 hours, load-shedding was by far the top trending search on Google South Africa this week.

Valentine’s Day came a distant second.

After news emerged last Sunday of the impending stage 3 load shedding, South Africans had generated more than 1-million load-shedding search queries by the time Tuesday came around:

  • “Loadshedding schedule” – generated more than 100k searches on Sunday
  • “Load shedding schedule” – generated more than 100k searches on Sunday
  • “Eskom load shedding” – generated more than 100k searches on Sunday
  • “Load shedding Cape Town” – generated more than 50k searches on Sunday
  • “Load shedding schedule” – generated more than 400k on Monday
  • “Load shedding Johannesburg” – generated more than 20k searches on Monday
  • Load shedding schedule” generated more than 200k search queries on Tuesday

Leading up to Valentine’s Day, South Africans generated close to 300k search queries related to the romantic festival, including searches for quotes and gift ideas:

  • “Valentines Day” generated more than 100k search queries on Thursday
  • “Happy Valentines Day Images” and “Valentines Day Images” generated more than 10k search queries each on Thursday, with “Happy Valentines Day 2019” generating more than 20k search queries on Wednesday
  • “Valentines Day Specials 2019” generated more than 5k search queries on Thursday
  • “Love quotes” generated more than 5k search queries on Thursday
  • “Valentines Day quotes” generated more than 100k search queries and “Valentine messages” generated more than 50 000 search queries on Wednesday

Search trends information is gleaned from data collated by Google based on what South Africans have been searching for and asking Google. Google processes more than 40 000 search queries every second. This translates to more than a billion searches per day and 1.2 trillion searches per year worldwide. Live Google search trends data is available at https://www.google.co.za/trends/hottrends#pn=p40

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Showmax invites
student films

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Thanks to the growing popularity of video-on-demand services, there’s a new opportunity to help kickstart the careers of local filmmakers.

Numerous Hollywood blockbusters (District 9Tomb Raider 2018, and The Avengers: Age of Ultron to name a few) have featured substantial shoots in Johannesburg and Cape Town. While providing great opportunities for SA’s production talent, aspiring writers and directors don’t get the same benefit.

So where can local creatives showcase their work? Broadcast TV isn’t a natural home for unknown short films, and while self-publishing platforms are readily available hosting options, it’s tough to get noticed and get traffic when competing with videos from across the planet.

But with the emergence of video-on-demand services into the mainstream, there’s now a solution. The African film school AFDA has teamed up with the streaming service Showmax to give local talent a much larger platform than ever before. From 18 February, eighteen of the best recent short films made by AFDA students from their Johannesburg, Cape Town, Durban and Port Elizabeth campuses will be live on Showmax. Drama, documentary, fantasy, and animation are all represented, in pieces running from under eight minutes to almost half-an-hour long. The full list of movies is included below.

Teresa Passchier, CEO of AFDA, said: “AFDA, Africa’s number-one school for the Creative Economy, is proud to kickstart this exciting and meaningful journey with Showmax and AFDA students, ensuring emerging young African filmmakers’ voices are heard and given a platform. It’s ground-breaking to share young, local, culturally relevant content on the same platform as Hollywood blockbusters. I am certain that this unique initiative will serve to boost and develop the African film industry and the careers of many young South African and African students alike.”

Included in the short films coming to Showmax are the award winners Junior and O-PunchaJunior, directed by Bert Dijkstra, picked up the Audience Award in the Made in South Africa Competition at the shnit Worldwide Shortfilmfestival Awards 2017. O-Puncha, directed by Adam Hansen, won two awards at the 5th annual Eldorado Film Festival: Best Student Made Short, and Best Editing – Alexander La Cock.

Another celebrated film is Sicela Amanzi directed by Mlu Godola, which talks to the subject of water shortage. The film’s heroine Zoleka is a mild-mannered young woman forced to go to extreme lengths when a small community’s only source of water unexpectedly collapses. The power of films like this is they shine a light on critical topical issues in new ways.

Speaking about working with the film school, Candice Fangueiro, Head of Content for Showmax, said: “There’s immense depth of filmmaking talent in Africa and it’s a privilege to be able to give that talent a home and a platform. Showmax is becoming part of the fabric of film and TV production in Africa, and importantly we’re doing this as a partner rather than just as a consumer. This is a key competitive advantage of being local and something we aim to continue to work on.”

AFDA is an Academy Award-winning institution, founded in 1994, and the first and only African film school to win an Oscar – for the Best Foreign Student film in 2006, the postgraduate film Elalini, directed by Tristan Holmes.

The full list of AFDA short films coming to Showmax is as follows:

Film titleDirectorGenre
Lullaby from the CryptKeenan Lott & Raven DavidsAnimation
Ko Ga CherenyaneSibonokuhle MyatazaDocumentary
IzilwaneKyllian RouxDrama
MallemeuleJaco Van BoschDrama
Canal StreetBrodie MuirheadDrama
On the FenceWarrick BewsDrama
The Righteous FewLindo LangaDrama
Hlogoma PeakLuke AhrensDrama
Frozen FlameCameron HeathmanAnimation
WolfBrett van DortFantasy
The Walk HomeSisanda DyantyiDrama
BearWesley RoodtDrama
JuniorBert DijkstraDrama
O-PunchaAdam HansenDrama
UmngenoSiphosethu NdungeDrama
DoreenLuvuyo Equiano NyawoseDrama
ForeverLindo LangaMusical
Sicela AmanziMlu GodolaDrama

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