PRESS RELEASE – Genii Analytics and Trilogy BPO Partner to Deliver Intelligence-Led Outsourcing
Cape Town, South Africa 03 / 12 / 2025 – Genii Analytics, a leader in Interaction Intelligence, has announced a strategic partnership with Trilogy BPO, a digital outsourcing and managed services provider operating across South Africa and the UK. Together the companies are redefining outsourcing through Intelligence Led Outsourcing, where performance insight is built directly […]
Why Precision Beats Perfection
Everyone’s chasing 100% QA coverage like it’s the ultimate proof of progress. But 100% of something unreliable still gives you exactly that – 100% unreliability. We’ve glamorised “total coverage” as a success metric, when in reality, it often hides inefficiency, bloated data, and questionable insight quality.Because in the race to automate everything, we forgot the […]
Diagnostic Analytics for your Contact Centre
The ultimate guide to understanding how Diagnostic Analytics helps you determine the best course of action for lasting results. Ever felt like you just have too many (or sometimes too few) options available to take and don’t know which is the right one? How about the fact that you have already exhausted four out of […]
Interaction Intelligence Decoded
Unlocking Transformational Potential: The Power of Interaction Intelligence for Contact Centre Leaders. “Why do I have so many Repeat Calls? My hold times are excessively long! Why is my First Call Resolution tanking…” These questions have plagued contact centre leaders for years, hindering their ability to deliver exceptional customer experiences and achieve their performance goals. […]
Not all insights are ACTIONable (and why you need Interaction Intelligence)
Untangling the complexities of contact centre change through Interaction Intelligence. “Every other day I hear about contact centre analytics capabilities delivering rich insights without any thought about what it means and to some extent deliberately confusing the market as to what type of analytics exists to address a specific business need.” Seeing dark clouds forming […]
The Contact Centre Guide to the 4 Types of Analytics
According to Gartner Inc.2, having advanced analytics are a key corporate objective, driven by the need to increase user access to advanced analysis and deepen business understanding. Alexander Linden, Research Director at Gartner3, stated that even though advanced analytics has been around for more than 20 years, big data has increased interest in the market […]
Using Business Acumen as a Framework for Success in Contact Centres
Here’s what every contact centre manager needs to know about the value of Business Acumen and how to apply it to get results fast! You open your email in your inbox from the BI department. It is the customer services KPI report from yesterday. Unbeknownst to you, there’s a massive increase in repeat calls. Your […]