Genesys: Survey of 16 countries shows companies face increasing customer service challenges from lack of cross channel communications

A new survey of consumers in 16 key countries finds that consumers are adopting multiple communication channels much faster than companies are ready to respond. The survey found that in 2009, over 90 per cent of consumers have used multiple communication channels when contacting a company's customer service.



Sponsored by Genesys from Alcatel Lucent and Ovum, a leading research company, the survey builds on data gathered in 2009 to determine the costs of poor customer service, to measure changes in consumer behaviour, and to understand the challenges for enterprises in implementing customer service solutions to handle enquiries across communication channels.

Police embraces e-banking

Tuesday, 20th April, 2010
By David Mugabe

MEMBERS of the Police force will no longer need to go to the bank to withdraw money to carry out transactions, thanks to a new e-banking initiative.

MAPSwitch Uganda, providers of electronic financial services, plans to extend its branchless banking service to the force. Roscoe Nsubuga, the managing director, said the service enables clients to withdraw money, transact business, buy airtime or check their account balances using an electronic device at specific access points.

The roll out of the service to the Police force comes after a successful launch in the military. It is, however, currently only open to PostBank customers although negotiations are on to bring other banks on board. The Police force has over 30,000 servicemen and women. The mobile banking platform has already benefited over 57,000 UPDF soldiers, who belong to the Wazalendo military savings and credit cooperative organisation (SACCO).

Magic Quadrant for Unified Communications

 Bern Elliot, Steve Blood


Unified communications offers the ability to improve how individuals, groups and companies interact and perform tasks. Enterprise planners and managers should review how this emerging generation of communication software and systems can improve their business operations and processes.


Unified communications (UC) offers the ability to significantly improve how individuals, groups and companies interact and perform. UC also enables multiple communication channels to be coordinated. In some cases, separate servers may be consolidated, but, more frequently, UC adds functionality to existing communication applications. Key technologies include Internet Protocol (IP)-PBX, voice over IP (VoIP), presence, e-mail, audioconferencing and Web conferencing, videoconferencing, voice mail, unified messaging (UM), instant messaging (IM), and various forms of mobility. Another key capability of UC is that it offers a method to integrate communication functions directly with business applications; Gartner calls this capability "communication-enabled business process" (CEBP).

The Latest ATM Features Are in Your Pocket

Technology now in development will marry cell phones with ATMs and give a whole new definition to the concept of mobile banking.

To the convenience of the mobile phone and that of the ATM, add another—the convenience of the mobile phone and the ATM working together to save retail-banking customers time, improve the security of their transactions, and increase their loyalty to financial-service institutions.

If this convergence of cell phone and banking sounds like mobile banking, it is—and it’s more. Mobile banking, or the ability to conduct financial transactions on the fly from a mobile phone or personal digital assistant (PDA), has captured a lot of headlines lately. Yet quietly in the works for several years now has been the courtship of the mobile device and ATMs. The know-how to marry these two technologies has been lab-tested and could be in users’ hands within three to five years.

Tameer Bank eyes 30m bill payments by year-end

by: The News(Daily English Newspaper) 

Around 300,000 utility bills were paid through the facility of ‘easypaisa’ in March, while these numbers will be enhanced to 30 million by the end of the current year, a top executive of the bank said.

In a lecture on Friday on “New developments in microfinance”, Nadeem Hussain, President, Tameer Microfinance Bank, said that the consumers are availing the off-banking facility through retail network. “The consumers are also being provided a facility of remittances at the local level,” he added.