All channels, more customers

From South Africa, Digicall has risen to become one of the world’s premier niche-market BPOs. However, there was a time when the company faced a significant challenge.

As it has happened before to many other contact centres, Digicall eventually realised that legacy or multichannel systems could no longer address customer needs in an efficient and effective way. “More and more clients are interacting with us across voice, chats, email… The solution we had didn’t cater for that. We needed an Omni solution,” says Zohar Green, Head of Growth at Digicall. And they found it in Connex.