The big sales aftermath: Elerian AI voice-based Digital Agent presents contact centres with the perfect solution to reverse logistics woes 

Whether or not the festive season meets retailers’ expectations, it comes with increased pressure on reverse logistics as consumers seek to return some of their purchases. Elerian AI, a Conversational AI company, has recognised this as a major challenge for contact centres and has developed a Voice-based Digital Agent where conversations and user-intent drive the tasks and processes through innovative use of proprietary technology. 

Connect acquires Pivotal Data and illation

Cloud communications experts Connect has announced the acquisition of South African providers of enterprise communication, customer experience (CX) and cloud contact centre solutions, Pivotal Data and illation. The acquisition not only expands Connect’s presence in the South Africa market, with the local company set to operate under the Connect SA brand, but also increases the company’s skilled resource to support global clients.

Contact centre trends in 2023: CX, EX and AI

The contact centre industry pioneered the use of advanced technologies to enable seamless remote work and to enhance CX.

2023 will see a continuation of this trend and contact centres will continue to deploy advanced technologies and unchartered CX strategies.

Monetization of CX Quality Metrics

Any process effectiveness is validated through monetization and CX quality monitoring is no exception.
Watch the workshop excerpt conducted by TransMon CEO – Sachin Manan as to how your improvement in quality metrics can be monetized.

Multi-Dimensional Quality Score

Topics Covered
1. Significance of Multi-Dimensional Quality Scorecard for CX touchpoints
2. TransMon’s 4 stage methodology to create your Multi-Dimensional Scorecard

Western Cape business outsourcing company Sigma Connected has launched its new Community Foundation which will see R20,000 donated every quarter to local charities and good causes.

The company, which offers customer contact services in multiple sectors from its offices across Western Cape, has launched the new initiative in a drive to further support local communities – with its employees having a direct say in where donations are made.

Shadow Careers celebrated their 300th permanent career created for excluded youth on Friday, 7 October at their career creation centre in Mitchells Plain.

Guests included Members of Western Cape Parliament, Councillors from the Mitchells Plain community, and EXL celebrating the 19th class of Shadow students that graduated from the Shadow Careers programme. The full class of 20 commenced their permanent careers with EXL the following week.

“The direct and indirect benefit to the community

Our decision to expand Boldr’s operations into Canada was a relatively easy one, though it took a lot of researching and planning. As Founder and CEO, it is imperative to consider Boldr’s growth based on our values: Client, Company, and Community. With that in mind, we are excited to introduce our Canadian team, and share why we decided to branch out to Canada.


We love Canada


It’s no surprise that we love Canada. We love the beautiful landscapes, enjoy maple syrup, and we are

Sigma Connected wins South African ‘Jobs Creation Award’ in recognition of community commitment

A Western Cape business outsourcing specialist has won a national award for its commitment to creating meaningful job prospects and opportunities in disadvantaged communities.

Sigma Connected South Africa, which offers customer contact services in multiple sectors, has won the Jobs Creation Award as part of country’s respected Top Empowerment Awards.

The award highlights organisations across

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