Tag: natural language processing (NLP)

The issue of digital disruption is currently at the forefront of business discussions across all industries, but is currently arguably most acutely being felt, and feared, in the Contact Centre industry. With Contact Centres at the forefront of both the interface between customers and the organisation and the cutting edge of new technology deployment, the imperative for Contact Centres to adapt to changing customer communication preferences is paramount.

Originally, process automation was implemented to good effect in the manufacturing space for almost a hundred years. It started as mechanical automation of parts in the early 1920s. In the 1970s, huge manufacturing efficiencies were gained through the adoption of Computer Integrated Manufacturing (CIM).

The local contact centre industry is thriving and has seen substantial growth over the last four years, as South Africa became an enticing destination for offshore business. Concurrently, telcos across the world are seeking to improve their customer experience and reduce operating costs, largely due to disruptive business models, ever-increasing competition and the rising digital wave.