EDITOR ’ S NOTE
Greetings to the readers of Intelligent CIO Africa . In this month ’ s lead feature , we look at how ServiceNow and channel partner FlyForm worked with South African nonprofit enterprise , Ndlovu Care to understand how teams operate , their challenges without Internet , data to be captured , and how to meet these expectations using the Now Platform .
Ndlovu Care can now report that using ServiceNow has helped reduce malnutrition rates amongst more than 5,000 children cared for by its Nutritional Units from 45 % to 21 %. Ndlovu Care ’ s Nutritional Units can manage their outreach work , organise health screenings , use checklists to create and update the records of everyone in their care , and track their progress .
There is now confidence in the data , and more accurate data capturing and data management has improved the feedback Ndlovu Care is able to provide to donors , giving the confidence that their funds are being well spent .
In another interesting technology feature , Hugo Loubser at Synthesis explains how to build an automated call centre analytics solution using AWS and Salesforce that is capable of capturing mass structured data from interactions with clients and performing analytics to readily derive value . centre agents and customers . In the case of compliance , this business logic includes having a list of the phrases that the agents are expected to utter to clients .
Says Loubser , this means that if we have a list of 50 phrases that need to be spoken for that call to be deemed compliant , we obtain 50 output scores for each of the incoming phrases from the conversation .
Turn these pages to read more on these fascinating use cases inside Africa .
Moving forward , in our well-thumbed Editor ’ s Question section , as Africa embraces digital transformation , cloud platforms , fibre connectivity , and improved Internet connectivity , what best practices , niche technologies and solutions are needed to boost corporate productivity .
Executives from SilverBridge , ESET Southern Africa , Databuild , and EQPlus share their perspectives on best practices and recommend platforms and solutions for African enterprises .
All of this and our range of thought leadership blogs , news , and trends in the pages ahead . Happy reading .
Building a custom , automated architected solution acts as an engineering pipeline that is able to capture semantic information in the interactions between call
Arun Shankar Managing Editor
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