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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, Vox partner to revolutionise customer engagement in SA

Smartz Solutions provides omnichannel communication solutions designed to unify back-office operations, communications and employee engagement.

South africaSouth africanSmartz analyzJames guthrieSmartz commzSmartz solutionsSmartz solutionSmartz engage

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

Intelligent Process Automation news

As IT becomes more business-driven, the workflow and business process management (BPM) applications industry has evolved to become central to many business operations. ITWeb’s workflow and BPM industry portal keeps track of this ongoing evolution as business continues to demand more value from IT.

South africaSouth africanRaul mirandaSimnikiwe mzekandabaSmartz solutionsanBrian civinSchutte venterSibahle malingaFusion softwareSmartz solutionsIt agencyTruenorth groupLeon katzkeIonline ispSmartz solutionsFour day workweek

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

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