Page 23 - EngineerIT October 2022

CUSTOMER EXPERIENCE

this, it also provides reporting and analytics on all interactions. in real time - with the unique ability
However, omni-channel licences are expensive from the perspective of smaller to switch to voice at will for a faster
businesses and their owners will rightly ask: “Why should omni-channel be exclusive to resolution.
contact centres when my back office and customer-facing teams such as sales also need The point is that CX, just like other
the same functionality? crucial business characteristics, is an
important milestone in a business’s
Democratising value digital transformation. Until recently, a
The question needed to be answered and we did this by boosting our existing UC&C true omni-channel solution to bolster
platform, which offers standard features such as voice, chat, video and collaboration, CX was the privilege of a contact centre.
mobility and presence, to include a new feature called Telviva Engage. True to form, the power of digital
Engage takes some of the more popular features of an omni-channel and extends innovation is its ability to democratise
them to the standard business user in a single browser-based interface. Driven by the value, and this is set to play into the
pursuit of impeccable CX, customers can chat via text to a department of their choice hands of smaller and agile businesses. n

APPOINTMENTS

Kunle Awosika appointed to lead Microsoft’s Africa Transformation Office
Microsoft veteran and Africa expert Kunle Awosika assumes the position of managing director for the Africa
Transformation Office as Wael Elkabbany steps into a new role heading up the Africa Regional Cluster.
With more than 22 years experience working in multiple countries across the continent, Awosika has a deep
understanding of, and passion for Africa. He was one of the three pioneer team members when Microsoft opened
its Nigeria office, and has played various roles in the company, including director of enterprise business, country
manager: Microsoft Kenya and director: small and medium corporates, emerging markets. In these roles, he has had the
opportunity to introduce transformational technology opportunities to a wide range of organisations in both the public
and private sectors, enabling them to unlock significant value.

Commvault appoints Alan Atkinson as chief partner officer
Commvault, a global enterprise leader in data management across on-premises, cloud and SaaS environments, has
appointed industry veteran Alan Atkinson as chief partner officer. Atkinson will report to Riccardo Di Blasio, Commvault’s
chief revenue officer.
Atkinson brings a wealth of cloud and data protection experience to Commvault – from building the industry’s first,
pre-eminent cloud service provider to leading WysDM Software until it was acquired, to driving technology strategy and
commercial sales at Dell. Under his leadership, Commvault will further strengthen the company’s strategic alliances with
cloud partners and continue to galvanise and grow its partner programme.

Turck Banner make two new appointments
Hennie Blignaut has been appointed to a newly created position of marketing manager, having
stepped out of a sabbatical. He has 13 years experience of instrumentation in the power
industry and over 23 years in project management and marketing. Before joining Turck Banner,
he was the marketing manager at Endress+Hauser South Africa.
Maxine Kairuz has been appointed as marketing assistant. She hold a Bachelor’s degree
(Cum Laude) and has spent 12 years as the administrator and team leader of a local beauty
school, responsible for driving the school’s growth and brand awareness campaigns.

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