Case Studies
How The Right Omnichannel Solution Will Increase Sales, Improve The Customer Experience And Keep You Competitive: Customer Success With CNW
Cellular telecommunications has been one of the world’s most competitive markets since it became commercially available in the 1980s. Fast forward to a post-pandemic world, customer loyalty is at an all-time low, employee engagement is taking a hit, and demand is...
Transitioning 1000 seats from on-premise Smartz Solutions contact center to cloud-based solution: A case study of CX digital transformation
The hybrid working era sprung up almost overnight. With many businesses stuck with legacy applications, adaptability was difficult (almost impossible). Coupled with a site of over 1000 seats, onsite hardware coming to the end of life, increased customer demands and...
Blog Posts
The Engaged Customer: What Does It Look Like and How Can You Maintain Engaged Customers?
An engaged customer is not merely a satisfied one; they are invested, connected, and actively involved with a brand. Engaged customers often lead to increased loyalty, more significant profits, and positive word-of-mouth advertising. Understanding what an engaged...
Smartz Solutions launches Voice Biometrics Platform at scale to cost-effectively, combat increasing fraudulent activities globally
Johannesburg, South Africa 07 July 2023 – Smartz Solutions, a global CCaaS and Employee Engagement software development company, is proud to announce the launch of its voice biometrics platform, combatting the rise of fraud globally. With a 356%* rise in impersonation...
The Imperative of Real-Time Sentiment Analysis in Call Center Conversations
Real-time sentiment analysis has emerged as a crucial tool in the toolkit of progressive call centers. By evaluating and categorizing customer emotions and attitudes during a live interaction, this technology can significantly enhance the customer experience and...
Key Challenges Faced by Call Center Managers with Their Teams
Running a successful call center involves juggling multiple components, from ensuring customer satisfaction and meeting service level agreements to managing team dynamics and performance. Call center managers often grapple with several pain points when managing their...
The Major Pain Points Customers Encounter with Contact Centers
Contact centers play an essential role in delivering customer service and shaping customer perceptions about a brand. However, many customers still face significant challenges when dealing with contact centers, leading to frustration and potentially tarnishing the...
Unifying Platforms for Customer and Employee Experience: The Solution for Contact Center Challenges
Contact centers are the heart of many businesses, representing a crucial touchpoint for customer interaction and service. Yet, these centers often grapple with multiple challenges that can hamper both the customer experience (CX) and employee experience (EX). Many are...
