Connect with us

People 'n' Issues

Better collaboration through unified communication

Published

on

Dimension Data says that large financial services institutions in South Africa are using unified communications (UC) to slash the cost of workforce training, upsell customers, and improve collaboration between their employees and clients.

Dimension Data chief technology officer, Mayan Mathen, says that the South African financial services industry is enormously dynamic and adaptive, having to stay abreast of consumer use of technology and continuously drive new products into a highly competitive market.

‚Our large banks and insurance companies are extremely tech-savvy ‚ because not being able to interact with customers in ways that suit those customers means an almost immediate loss of market share.

‚Some years ago they moved beyond simply having a range of communications technologies in their contact centres so that customers could communicate with them by the technology of their choice.

‚They realised that integrating their various communications technologies would give them the ability to overcome the physical boundaries of their business and, in doing so, increase their organisational agility. Combining, for instance, video communications and conferencing with presence reduces business process latency.

‚And, while some financial services institutions still deliver their service to consumers through a structured business process approach, many have increased their competitive advantage by using next generation communications to enable employees to reach colleagues and progress workflow in real-time.‚

Mathen therefore believes that UC is a new way of thinking about human interaction. ‚Instead of the old hierarchy of my boss having a boss who also has a boss, employees are collaborating with whoever in the organisation can best service the task at hand.

‚So, being able to see, via Presence, that someone is available telephonically right now, saves leaving a message and then getting hold of that person only when they choose to respond to it. Decisions can be made right now, with a minimum of to-ing and fro-ing.

‚Also, being able to link in a third person ‚ or fifteen other people ‚ via a conference call that also enables participants to see the document being discussed and make their changes live, shortens approval processes and, therefore, time to completion of a project or time to market of a product or service.

‚South Africa’s large financial institutions have vast investments in information and communications technology (ICT) platforms and systems. So they already have in place most of the tools for UC. It’s a question, then, of exploiting those tools to maximum effect, by enabling collaboration.‚

According to Mathen, such collaboration usually translates into a massive leap in customer service. For example, with standard contact centre technology, a contact centre agent can see when a customer calls in about a home loan query that the customer also has several other accounts with the company. The agent can also see that the customer would be better served by, say, consolidating those accounts into a single product that is more beneficial in terms of interest. ‚The difference UC makes is that it enables the agent to see that the person best able to discuss the consolidation with the customer, perhaps the customer’s own bank manager, is available online or on the phone. The agent then links the customer and the bank manager, facilitating both an upsell that benefits the bank and financial relief or other benefits for the customer.

‚The opportunity of having the customer on the line and interested in having a problem solved is turned immediately into new business.

‚In all cases, UC gives financial institutions the best and most affordable means to wring the last drop of value out of their enormous technology investments. In a very real sense, it’s reckless not to embrace UC.

‚For progressive financial institutions such as we have in South Africa, it’s more than a must-have. It’s a strategic tool that can both increase market share in existing markets and also create entirely new markets.‚

Continue Reading

Featured

Prepare for deepfake impact

Is the world as we know it ready for the real impact of deepfake? CAREY VAN VLAANDEREN, CEO at ESET SA, digs deeper

Published

on

Deepfake technology is rapidly becoming easier and quicker to create and it’s opening a door into a new form of cybercrime. Although it’s still mostly seen as relatively harmful or even humorous, this craze could take a more sinister turn in the future and be at the heart of political scandals, cybercrime, or even unimaginable concepts involving fake videos. And it won’t be just public figures that bear the brunt. 

deepfake is the technique of human-image synthesis based on artificial intelligence to create fake content either from scratch or using existing video designed to replicate the look and sound of a real human. Such videos can look incredibly real and currently many of these videos involve celebrities or public figures saying something outrageous or untrue.

New research shows a huge increase in the creation of deepfake videos, with the number online almost doubling in the last nine months alone. Deepfakes are increasing in quality at a swift rate, too. This video showing Bill Hader morphing effortlessly between Tom Cruise and Seth Rogan is just one example of how authentic these videos are looking, as well as sounding. If you search YouTube for the term ‘deepfake’ it will make you realise we are viewing the tip of the iceberg as to what is to come.

In fact, we have already seen deepfake technology used for fraud, where a deepfaked voice was reportedly used to scam a CEO out of a large sum of cash. It is believed the CEO of an unnamed UK firm thought he was on the phone to his boss and followed the orders to immediately transfer €220,000 (roughly US$244,000) to a Hungarian supplier’s bank account. If it was this easy to influence someone by just asking them to do it over the phone, then surely we will need better security in place to mitigate this threat.

Fooling the naked eye

We have also seen apps making DeepNudes where apps were able to turn any clothed person into a topless photo in seconds. Although, luckily, this particular app has now been taken offline, what if this comes back in another form with a vengeance and is able to create convincingly authentic-looking video?

There is also evidence that the production of these videos is becoming a lucrative business especially in the pornography industry. The BBC says “96% of these videos are of female celebrities having their likenesses swapped into sexually explicit videos – without their knowledge or consent”.

recent Californian bill has taken a leap of faith and made it illegal to create a pornographic deepfake of someone without their consent with a penalty of up to $150,000. But chances are that no legislation will be enough to deter some people from fabricating the videos.

To be sure, an article from The Economist discusses that in order to make a convincing enough deepfake you would need a serious amount of video footage and/or voice recordings in order to make even a short deepfake clip.

Having said that, In the not-too-distant future, it may be entirely possible to take just a few short Instagram stories to create a deepfake that is believed by the majority of their followers online or by anyone else who knows them. We may see some unimaginable videos appearing of people closer to home – the boss, our colleagues, our peers, our family. Additionally, deepfakes may also be used for bullying in schools, the office or even further afield.

Furthermore, cybercriminals will definitely use such technology to spearphish victims. Deepfakes keep getting cheaper to create and become near-impossible to detect with the human eye alone. As a result, alt that fakery could very easily muddy the water between fact and fiction, which in turn could force us to not trust anything – even when presented with what our senses are telling us to believe.

Heading off the very real threat

So, what can be done to prepare us for this threat? First, we need to better educate people that deepfakes exist, how they work and the potential damage they can cause. We will all need to learn to treat even the most realistic videos we see that they could be a total fabrication.

Secondly, technology desperately needs to develop better detection of deepfakes. There is already research going into it, but it’s nowhere near where it should be yet. Although machine learning is at the heart of creating them in the first place, there needs to be something in place that acts as the antidote being able to detect them without relying on human eyes alone.

Finally, social media platforms need to realize there is a huge potential threat with the impact of deepfakes because when you mix a shocking video with social media, the outcome tends to spread very rapidly and potentially could have a detrimental impact on society.

Continue Reading

Featured

A career in data science – or your money back

The Explore Data Science Academy is offering high demand skills courses – and guarantees employment for trainees

Published

on

The Explore Data Science Academy (EDSA) has announced several new courses in 2020 that it says will radically change the shape of data science education in South Africa. 

Comprising Data Science, Data Engineering, Data Analytics and Machine Learning, each six-month course provides vital digital skills that are in high demand in the market place.  The full time, fully immersive courses each cost R60 000 including VAT. 

The courses are differentiated from any other available by the fact that EDSA has introduced a money back promise if it cannot place the candidate in a job within six months of graduation and at a minimum annual starting salary of R240 000.

“For South Africans with drive and aptitude, this is the perfect opportunity to launch a career in what has been called the sexiest career of the 21stcentury,” says Explore founder Shaun Dippnall.

Dippnall and his team are betting on the explosive demand for data science skills locally and globally.

 “There is a massive supply-demand gap in the area of data science and our universities and colleges are struggling to keep up with the rapid growth and changing nature of specific digital skills being demanded by companies.  

“We are offering specifically a work ready opportunity in a highly skills deficient sector, and one which guarantees employment thereafter.”

The latter is particularly pertinent to young South Africans – a segment which currently faces a 30 percent unemployment rate. 

“If you have skills in either Data Science, Data Engineering, Data Analytics or Machine Learning, you will find work locally, even globally. We’re confident of that,” says Dippnall.

EDSA is part of the larger Explore organisation and has for the past two years offered young people an opportunity to be trained as data scientists and embark on careers in a fast-growing sector of the economy.  

In its first year of operation, EDSA trained 100 learners as data scientists in a fully sponsored, full-time 12-month course.  In year two, this number increased to 400.  

“Because we are connected with hundreds of employers and have an excellent understanding of the skills they need, our current placement rate is over 90 percent of the students we’ve taught,” Dippnall says. “These learners can earn an average of R360 000 annually, hence our offer of your money back if there is no employment at a minimum annual salary of R240k within six months.

“With one of the highest youth unemployment rates in the world – recently announced as a national emergency by the President – it is important that institutions teach skills that are in demand and where learners can earn a healthy living afterwards.”

There are qualifying criteria, however. Candidates need to live in close proximity (within one hour commuting distance), or be prepared to live, in either Johannesburg or Cape Town, and need to be between the ages of 18 and 55. 

“Our application process is very tough. We’ll test for aptitude and attitude using the qualifying framework we’ve built over the years. If you’re smart enough, you’ll be accepted,” says Dippnall.

To find out more, visit  http://www.explore-datascience.net.

Continue Reading

Trending

Copyright © 2020 World Wide Worx