Automation and AI: Finding the balance in contact centres
Why the contact centre needed change: The real role of digital innovation and transformation
One of the most significant challenges contact centres face is the reliance on traditional legacy systems, says James Guthrie, founder of Smartz Solutions.
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.
Smartz Solutions replaces legacy contact centre application at Ticketpro
Ticketpro partnered with Smartz Solutions to remove operational inefficiencies and boost customer experiences.
Customer-agent matching 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.
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.
Real-time customer-agent matching saves contact centres millions
Smartz Solutions' Automatic Interaction Distribution tool gives contact centres accurate customer-agent matching with real-time sentiment analysis, reporting and profile building.
Breaking free from traditional legacy systems
Smartz Solutions is aiming to disrupt the contact centre industry.