Corporate life has long featured a gulf between the interests, motivations, budgets and actions of the Information and Communication Technology (ICT) department and, well, everyone else. This was true as long as communication technologies were largely hidden aspects of how humans interact. The notorious “Big Room” housing the company contact centre was an obvious manifestation […]
Karl Reed
Karl Reed kicked off his working career as a contact centre agent at MultiChoice. With great perseverance he worked himself up to supervisor and later became the national trainer for the DStv product launch. He then moved on to become an account manager at Telkom where he spearheaded the sales arm at Telkom Natal for the North Coast region. Due to his success he soon got promoted to Telkom’s head office in Pretoria where he looked after the Presidency, South African Revenue Services, Auditor General and the South African Post Office.
In 1998 he began working at Dimension Data as a solutions manager from where he then excelled as the Interactive Intelligence product manager for 11 years. In late 2010, when Elingo took over Dimension Data’s role as a South African and African reseller and support services provider for the Interactive Intelligence IP communication suite, Karl went on to becomes Elingo’s chief marketing and solutions officer.
Elingo is a leader in information and communication technology with a specialised focus on enterprise multimedia contact centres and enterprise IP telephony technology. Focusing on the design, sales, implementation and support of the Interactive Intelligence single platform software suite.
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Open business a challenge for contact centres
Many of the key trends emerging in the local contact centre space are mirroring those taking shape globally. In the important areas we’re right there on the communications frontier, which means our brands are facing the same challenges as those in the US, Asia and Europe. One of the most significant of these is dealing […]
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SA on the right BPO track
Business Process Outsourcing (BPO) has long been targeted by the South African government as a major source of employment growth and skills development. Thabo Mbeki repeatedly called attention to BPO as an employment driver, and the Zuma government has followed suit, launching an industry incentive programme in February which hopes to create 30 000 jobs over […]
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VoIP flourishing despite bandwidth limitations
The recent takeover of Skype by Microsoft makes for good headlines, but the transaction is a bit of a red herring when one is analysing global VoIP and IP telephony trends. Ultimately, Microsoft’s move is less a VoIP trend marker than a sign that the global giant is looking for ways to secure market share […]
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The silver lining in South Africa’s cloud
Cloud-based services are becoming more attractive for South African companies, even with our bandwidth limitations. There has been a great deal of hype recently around cloud computing, which promises to transform traditional contact centres into nimble, flexible and affordable systems geared to cope with a fragmented multimedia communication environment. Thus far, however, South African companies […]
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Five top contact centre trends
Multichannels The age of the one-way communication street — where brands controlled the manner in which their customers communicated with them — has passed. Today’s customers want to communicate using a channel that suits them and that could be Facebook, Twitter, Skype, video calls, SMS, email, fax or regular phone calls, depending on the demographic […]