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Why the contact centre needed change: The real role of digital innovation and transformation

Why the contact centre needed change: The real role of digital innovation and transformation
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Smartz solutionsAutomatic interaction distribution

Smartz Solutions replaces legacy contact centre application at Ticketpro to remove operational inefficiencies and boost customer experiences

Ticketpro partnered with Smartz Solutions to remove operational inefficiencies and boost customer experiences.

South africaSouth africansSmartz analyzHenry mccrackenSmartz solutionsBlue label telecomsBlue labelBeverly mareProduct managerSmartz solutionAutomatic interaction distributionProviding ticketproEgacy contact centreBlue label telecomsTicketing solutionsAccess control

CSO says customer-agent matching is key to curtailing customer churn, boosting employee retention

Customer-agent matching employs advanced algorithms, machine learning and sentiment analysis to pair customers with the most suitable agents, says Leon Katzke, chief software officer at Smartz Solutions.

Smartz solutionsInteraction distributionSmartz solutionAutomatic interaction distributionLeon katzkeUstomer agent matchingAutomatic interaction distributionMachine learningSentiment analysis

Employee experience predictions for 2024: A new era of engagement

The key to transforming employee experiences in contact centres lies in moving beyond mere task allocation.

Van der waltNorthern capeSouth africaVan wykCindy van wykHenry mccrackenSmartz solutionc suiteChief technology officerSmartz solutionAutomatic interaction distributionSmartz south africaChief operating officerChief data officerDer waltGlobal workplaceSmartz solutions

Real-time customer-agent matching saves contact centres millions: How Smartz Solutions is disrupting traditional call routing

Smartz Solutions' Automatic Interaction Distribution tool gives contact centres accurate customer-agent matching with real-time sentiment analysis, reporting and profile building.

James guthrieFounder of smartz solutionsSmartz solutionsAutomatic interaction distributionAutomatic interaction distributionUstomer agent matchingSentiment analysisProfile buildingJames guthrie