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News : Days of ‘Nuisance Calls’ May Be Numbered

#contactcenterworld, @jasco_sa

Johannesburg, South Africa, Sept 4, 2018 -- Unsolicited messages, particularly phone calls and other electronic communications from direct marketers-also referred to as nuisance calls-to promote products and services directly to consumers may soon be a thing of the past.

This is according to Andre Schoeman, executive at Jasco, who says a nuisance call is one where a consumer has not expressly given consent to receive marketing communication in relation to a particular product or service.

"However, it should be noted that a call by a service provider to remind a customer of an overdue bill, on the other hand, does not qualify as a nuisance call," he says.

"The common and rather undesirable approach by businesses is to purchase personal information including contact details from various sources and use this information to cold-call potential clients, without any consideration to the person’s demographics or other personal attributes that might influence his reaction to the call," he says.

According to Schoeman, such unsolicited messages, which target a wide audience but only receive positive responses from a relatively small number of people, are neither effective nor persuasive.

"This approach which is sadly employed by many direct marketers often has the unintended consequence of inflicting serious reputational damage to the organisation. Direct marketing entities should therefore be aware of the potential reputational damage that nuisance calls can cause to their brands.

"When you sell rugby paraphernalia to a soccer fanatic for example, this is obviously going to annoy the person on the other end of the line and your brand reputation can suffers immensely in the process."

However, Schoeman says there is a way of intelligently integrating customer relationship management (CRM) systems to an out-bound call centre in a manner that adds value and enhance the overall customer experience. This, he believes, is where companies should focus their energies.

"When out-bound diallers are integrated into CRM systems, the success rate is much higher because the system will place the customer’s track record at the call centre agent’s disposal allowing the agent to tailor the message to each customer," he explains. "Companies can realise better return on such investments because the information shared is welcome and adds value to the customer."

A recent news item indicated that a UK-based company was fined nearly R2 million for generating nuisance calls to randomly selected customers. Schoeman says South Africa may be headed in the same direction and that companies could soon be sanctioned for making similar nuisance calls.

"Consumers are losing their patience with unsolicited direct marketing tactics," says Schoeman.

He echoes other legal opinions that point to the fact that the South African legal framework, to a large degree, already prohibits nuisance calls and the argument put forward by the Direct Marketing Association of South Africa (DMSA) seeking to delay the immediate application of section 69 of the Protection of Personal Information Act (Popi) because it will result in job losses, is therefore irrelevant.

Section 69 of the Popi Act prescribes that consumers must consent to receiving electronic direct marketing messages.

At present, the DMSA is engaging with regulators to find middle ground on the issue but Schoeman believes the association is unlikely to persuade the regulator to delay by three years the implementation of the "opt-in" clause, as they have requested, when privacy issues are weighed against the economic argument put forward by the DMSA.

#contactcenterworld, @jasco_sa

Posted by Veronica Silva Cusi, news correspondent

About Jasco Electronics Holdings:
Company LogoThe Jasco Group has three vertical segments: ICT Solutions, Industry Solutions and Energy Solutions. The Jasco Group has a national footprint with offices in Gauteng, the Western Cape and KwaZulu-Natal, and has extensive experience in sub-Saharan Africa, with a special focus on the Southern African Development Community (SADC) region.
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Today's Tip of the Day - Find The Right Solution

Read today's tip or listen to it on podcast.

Published: Thursday, September 6, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872


Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151


Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

MattsenKumar LLC

SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044


InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
PH: +972-9-9605894

Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310


Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis

All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)

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