QContact Delivers World-Class Call Transcription Accuracy with NVIDIA
To truly learn what is going on inside your call centre and use tools such as automated quality assurance or AI insights, you need accurate transcription. The problem with call recordings though, is that often they are from busy environments, muffled microphones or highly compressed by the mobile carriers long before it hits your contact […]
The Hidden Risks of Unmasked Phone Numbers (and How to Fix Them)
When you order a delivery, book a ride, or call a service provider, you don’t expect your personal number to be floating around forever. But in too many cases, that’s exactly what happens. When personal numbers aren’t protected, serious consequences can arise. Let’s have a look at some real cases where things went wrong, and […]
The death of the script: Why it’s time to rethink how we talk to customers
If you’ve ever called a customer service line and felt like you were talking to a robot, you’re probably not alone. For decades, most contact centres relied heavily on a script because they were seen as the gold standard in customer service. They were supposed to keep things efficient, compliant, and consistent. And to be […]
QContact Becomes First CCaaS Provider to Launch WhatsApp Calling
Allow your customers to call you via WhatsApp any time of the day absolutely free-of-charge – only with QContact. Hot off the press of WhatsApp officially launching WhatsApp Calls on their business API platform, QContact is proud to announce the official release of our WhatsApp calling integration. This allows you to now not just handle […]
QContact wins the award for Best Mid-Market Contact Centre Platform
We are delighted to announce that CX Today have announced the winners of this year’s prestigious CX Awards 2025, with QContact proudly winning the award for the Best Mid-Market Contact Centre Platform. The CX Awards are designed to recognise not just excellence, but also innovation with the Customer Experience industry, highlighting solutions that deliver for […]
The data divide: Why some contact centres just work – and others fall flat
Every contact centre says they care about their customers but the ones that actually pay attention to their customers are the ones that use data properly. This does not necessarily mean having fancy dashboards or collecting every piece of info under the sun; it just means understanding the data you already have. This data can […]
Why your customers hate your IVR and how to fix it.
Why your customers hate your IVR (and how to fix it) The scene we all know too well We all start off with hope. You’ve carved out the time to call customer support and you’re ready to explain the issue to a fellow human. But instead, your met with…. 📞 “Welcome to [insert the name […]
What metrics really matter in a modern contact centre?
If you’ve worked in or around contact centres for more than five minutes, you’ll know one thing for sure: there’s no shortage of data! So, what metrics really matter in a modern contact centre? Every second, someone somewhere is tracking something. From handle time to abandonment rate, first contact resolution, CSAT and SLA. You name […]
QContact’s R25 million bet on South Africa: Tech, jobs, and the future of CX
We had 1,697 people apply to join us in just one week. That number blew us away, but in all honestly, it didn’t surprise us. Because if there’s one thing we’ve seen time and time again, it’s that South Africa is packed with talent, drive, and potential. You just need to give people the opportunity […]