The Interactive Intelligence Group has announced its PureCloud Engage customer engagement cloud service which is designed to offer contact centres an accelerated business impact with more consistent outcomes.
Interactive Intelligence Group has launched a new customer engagement cloud service in South Africa.
The PureCloud Engage architecture, along with its advanced functionality, fast deployment, and simple month-to-month subscription, offers contact centres accelerated business impact, more consistent outcomes, and the most innovative customer and agent experience.
“While cloud solutions have matured quickly, many organisations are still concerned about security,” said World Wide Worx managing director Arthur Goldstuck at the launch. “It’s important to understand that cloud architectures differ quite a bit, and these differences have important security implications. As organisations evaluate their cloud options, they should assess a vendor’s security certifications, access management controls, encryption, and intrusion testing protocols.
“With careful assessment, organisations will find that in many instances modern cloud solutions are more secure than on-premises solutions. Combined with month-to-month subscription terms, these cloud solutions can give organisations an incredibly flexible, low-risk, high-value option.”
PureCloud Engage was built from the inside out with stringent security requirements in mind. It also addresses contact centre pain points such as high costs, lack of scalability, and difficulty managing geographically dispersed remote sites, according to Interactive Intelligence Managing Director, Africa Region Andre le Roux.
“Local contact centres increasingly need to roll out faster, scale up or down for campaigns without unnecessary expense, and focus their resources and budget more on staff and customer experience rather than infrastructure,” said Le Roux. “The unique PureCloud Engage architecture reduces start-up time to a matter of days, simplifies the management of workpools in different locations, and offers maximum reliability and scalability within a pay-as-you-go monthly subscription model.”
With customer expectations changing dramatically, South African contact centres are challenged to deliver always-on access across multiple channels, as well as ensuring that agents are empowered to assure true first call resolution. Interactive Intelligence designed PureCloud Engage to also address these issues, said Le Roux.
“PureCloud Engage continuously delivers the most innovative and comprehensive omnichannel features, which reduces the cost and complexity of upgrades, eliminates downtime for maintenance, and improves both the agent and customer experience,” he said. “Its advanced analytics also take full advantage of the virtually limitless data storage capacity of the cloud so agents have immediate access to all relevant customer information. This empowers them to give personal and even proactive service, which significantly improves the customer experience.”
PureCloud Engage is designed as a set of stateless, independently load-balanced micro-services running atop the scalable Amazon Web Services Cloud. This architecture was designed to achieve new levels of reliability, security and scalability. It also gives businesses immediate and continuous delivery of the most innovative applications.
PureCloud Engage features the industry’s most comprehensive feature-set, including omni-channel routing, speech-enabled interactive voice response (IVR), call recording, quality management and reporting, outbound and predictive dialing, CRM integrations, and graphical scripting. It also includes business communications and collaboration features, such as IP PBX capabilities, video conferencing, corporate directory, chat, desktop sharing, and content management.
PureCloud Engage is offered directly through the Interactive Intelligence sales force as well as through the company’s channel comprised of approximately 400 partners worldwide.
Rain, Telkom Mobile, lead in affordable data
A new report by the telecoms regulator in South Africa reveal the true consumer champions in mobile data costs
The latest bi-annual tariff analysis report produced by the Independent Communications Authority of South Africa (ICASA) reveals that Telkom Mobile data costs for bundles are two-thirds lower than those of Vodacom and MTN. On the other hand, Rain is half the price again of Telkom.
The report focuses on the 163 tariff notifications lodged with ICASA during the period 1 July 2018 to 31 December 2018.
“It seeks to ensure that there is retail price transparency within the electronic communications sector, the purpose of which is to enable consumers to make an informed choice, in terms of tariff plan preferences and/or preferred service providers based on their different offerings,” said Icasa.
ICASA says it observed the competitiveness between licensees in terms of the number of promotions that were on offer in the market, with 31 promotions launched during the period.
The report shows that MTN and Vodacom charge the same prices for a 1GB and a 3GB data bundle at R149 and R299 respectively. On the other hand, Telkom Mobile charges (for similar-sized data bundles) R100 (1GB) and R201 (3GB). Cell C discontinued its 1GB bundle, which was replaced with a 1.5GB bundle offered at the same price as the replaced 1GB data bundle at R149.
Rain’s “One Plan Package” prepaid mobile data offering of R50 for a 1GB bundle remains the most affordable when compared to the offers from other MNOs (Mobile Network Operators) and MVNOs (Mobile Virtual Network Operators).
“This development should have a positive impact on customers’ pockets as they are paying less compared to similar data bundles and increases choice,” said Icasa.
The report also revealed that the cost of out-of-bundle data had halved at both MTN and Vodacom, from 99c per Megabyte a year ago to 49c per Megabyte in the first quarter of this year. This was still two thirds more expensive than Telkom Mobile, which has charged 29c per Megabyte throughout this period (see graph below).
Meanwhile, from having positioned itself as consumer champion in recent years, Cell C has fallen on hard times, image-wise: it is by far the most expensive mobile network for out-of-bundle data, at R1.10 per Megabyte. Its prices have not budged in the past year.
The report highlights the disparities between the haves and have-nots in the dramatically plummeting cost of data per Megabyte as one buys bigger and bigger bundles on a 30-day basis (see graph below).
For 20 Gigabyte bundles, all mobile operators are in effect charging 4c per Megabyte. Only at that level do costs come in at under Rain’s standard tariffs regardless of use.
Qualcomm wins 5G as Apple and Intel cave in
A flurry of announcements from three major tech players ushered in a new mobile chip landscape, wrItes ARTHUR GOLDSTUCK
Last week’s shock announcement by Intel that it was canning its 5G modem business leaves the American market wide open to Qualcomm, in the wake of the latter winning a bruising patent war with Apple.
Intel Corporation announced its intention to “exit the 5G smartphone modem business and complete an assessment of the opportunities for 4G and 5G modems in PCs, internet of things devices and other data-centric devices”.
Intel said it would also continue to invest in its 5G network infrastructure business, sharpening its focus on a market expected to be dominated by Huawei, Nokia and Ericsson.
Intel said it would continue to meet current customer commitments for its existing 4G smartphone modem product line, but did not expect to launch 5G modem products in the smartphone space, including those originally planned for launches in 2020. In other words, it would no longer be supplying chips for iPhones and iPads in competition with Qualcomm.
“We are very excited about the opportunity in 5G and the ‘cloudification’ of the network, but in the smartphone modem business it has become apparent that there is no clear path to profitability and positive returns,” said Intel CEO Bob Swan. “5G continues to be a strategic priority across Intel, and our team has developed a valuable portfolio of wireless products and intellectual property. We are assessing our options to realise the value we have created, including the opportunities in a wide variety of data-centric platforms and devices in a 5G world.”
The news came immediately after Qualcomm and Apple issued a joint announced of an agreement to dismiss all litigation between the two companies worldwide. The settlement includes a payment from Apple to Qualcomm, along with a six-year license agreement, and a multiyear chipset supply agreement.
Apple had previously accused Qualcomm of abusing its dominant position in modem chips for smartphones and charging excessive license fees. It ordered its contract manufacturers, first, to stop paying Qualcomm for the chips, and then to stop using the chips altogether, turning instead to Intel.
With Apple paying up and Intel pulling out, Qualcomm is suddenly in the pound seats. It shares hit their highest levels in five years after the announcements.
Qualcomm said in a statement: “As we lead the world to 5G, we envision this next big change in cellular technology spurring a new era of intelligent, connected devices and enabling new opportunities in connected cars, remote delivery of health care services, and the IoT — including smart cities, smart homes, and wearables. Qualcomm Incorporated includes our licensing business, QTL, and the vast majority of our patent portfolio.”
Meanwhile, Strategy Analytics released a report on the same day that showed Ericsson, Huawei and Nokia will lead the market in core 5G infrastructure, namely Radio Access Network (RAN) equipment, by 2023 as the 5G market takes off. Huawei is expected to have the edge as a result of the vast scale of the early 5G market in China and its long term steady investment in R&D. According to a report entitled “Comparison and 2023 5G Global Market Potential for leading 5G RAN Vendors – Ericsson, Huawei and Nokia”, two outliers, Samsung and ZTE, are expected to expand their global presence alongside emerging vendors as competition heats up.