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How 1Stream’s Speech Analytics Solution Improves Customer Engagement

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4 years ago

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Speech Analytics

Our leading-edge Speech Analytics solution is custom-made for the South African market and can help transform your contact centre performance, taking your customer experience to the next level.

Your contact centre is one of your company’s most valuable touch points when it comes to delivering an excellent customer experience. With rapid advances in technology, the days of trawling through calls and trying to extract insights by randomly analysing a small percentage are long gone. Now, using Artificial Intelligence, Speech Analytics tools provide valuable insights – scanning every incoming and outgoing contact centre call – and are empowering contact centre managers and agents to spot problem areas, address issues as they arise and adapt their approach.

Every conversation with a customer provides a goldmine of valuable insights, and 1Stream’s Speech Analytics solution gives you an easy way to utilise these insights to positively impact service levels and your customers’ experience. Importantly, by using these insights to anticipate and address customers’ needs and issues, our Speech Analytics solution helps you to build customer loyalty, reduce churn and ultimately improve your company’s bottom line.

Speech Analytics software automatically analyses calls, picking up key words and phrases, long pauses or conflict. 1Stream has taken this AI-enhanced solution one-step further by providing a Speech Analytics tool specifically for the South African market. This local solution not only offers improved SA-focused speech analytics, but it also means that other barriers to entry – most notably the price point – have been significantly reduced.

Here are three ways 1Stream’s Speech Analytics can help improve your contact centre CX and reduce churn:

1.      Automate the Quality Assurance (QA) process

A robust quality assurance process is essential to delivering excellent customer service. 1Stream’s Speech Analytics tool enables you to automatically analyse, QA and score 100% of calls. It provides accurate insights into how your Quality Assurance team can improve your customers’ overall experience and service delivery when they engage with your organisation. Because the process is automated, insights can be gained almost immediately, ensuring a rapid response time.

2.       Improve agent coaching

By scanning each and every agent’s call, our Speech Analytics tool can help you identify problem areas and provide targeted training for individuals or groups to address specific issues. Only properly trained agents can deliver quality service, and 1Stream enables you to fine-tune training to address issues as they arise, improving call centre morale and ultimately impacting CX.

3.       Check compliance

1Stream’s Speech Analytics technology will help ensure that all call centre agents adhere to security and compliance measures. With the correct key-word searches in place, speech analytics will enable you to automatically identify, review and address instances that deviate from your compliancy policies.

Your contact centre agents are on the front line of delivering an excellent customer service, and through utilising the right tools, you can empower them to be your most valuable brand ambassadors. 1Stream’s Speech Analytics solution will provide your company with a complete overview of contact centre performance, enabling you to fine-tune scripts, processes or agent training to address potential client trouble areas, improve customer satisfaction and loyalty as well as enable your contact centre to deliver a positive customer experience.

To find out more visit www.1stream.co.za

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Hong Kong outlines strategies for deepening development of the Guangdong-Hong Kong-Macao Greater Bay Area and enhancing green transformation

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4 hours ago

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September 23, 2026

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Hong Kong

HONG KONG SAR – Media OutReach Newswire – 22 September 2026 – Hong Kong’s Chief Executive John Lee announced the First Five-Year Plan for Economic and Social Development of the Hong Kong Special Administrative Region (HKSAR) (2026-2030) and his fifth Policy Address on September 16, rolling out measures to further sharpen Hong Kong’s edge amid global competition, consolidate development of the Guangdong-Hong Kong-Macao Greater Bay Area (GBA) and promote green transformation.

Initiatives aim to support high-quality development of the GBA, align rules and mechanisms within the region, and promote cross-boundary collaboration.

 




 
 

“The HKSAR Government will continue its efforts in fostering synergistic development of the GBA,” said Mr Lee. “We will strengthen co‑operation in technological innovation, promote ‘hard connectivity’ in infrastructure, foster ‘soft connectivity’ by deepening the alignment of rules and mechanisms, and achieve ‘connectivity of hearts’ among residents of the three places.”

The HKSAR Government will continue to actively participate in the development of the various major co-operation platforms, including Qianhai of Shenzhen, Nansha of Guangzhou, Hengqin of Zhuhai and the Hetao Shenzhen-Hong Kong Co-operation Zone, to promote mutual benefits.

In terms of “hard connectivity” the HKSAR Government will support Nansha in its role as a high‑standard gateway for opening up, including encouraging the trade to participate in Nansha’s infrastructure development.

“To promote the co‑ordinated development of rail transit in Guangdong, Hong Kong and Macao, we are pressing ahead with the Northern Link Project and the Hong Kong‑Shenzhen Western Rail Link (Hung Shui Kiu‑Qianhai), with target commissioning in 2034 and 2035 respectively, to fully connect the rail transit networks of Hong Kong and Shenzhen,” Mr Lee said.

Regarding “soft connectivity”, Mr Lee said the HKSAR Government will set up a Task Force to explore ways to advance the alignment of rules and mechanisms within the GBA.

To achieve “Connectivity of Hearts” among residents across the GBA, Hong Kong will strengthen co-operation between its higher education institutions and those in other GBA cities by establishing cross‑disciplinary partnerships, facilitating scientific research, knowledge transfer, and commercialisation, with a view to promoting high‑level research.

Hong Kong’s Secretary for Constitutional and Mainland Affairs, Janice Tse, noted that the First Five-Year Plan clearly states that Hong Kong will participate in the development of the GBA into an international first‑class bay area and a world‑class city cluster with global influence.

“Hong Kong will forge closer alignment and synergy with the nine GBA cities in Guangdong Province and Macao, making full use of our respective advantages to jointly promote the high-quality development of the GBA,” Miss Tse said.

To foster financial development in the GBA, Hong Kong will continue to capitalise on institutional innovation, financial infrastructure upgrading and enhanced regulatory alignment to encourage the orderly flow of financial elements among GBA cities.

The Hong Kong Exchanges and Clearing Limited’s Core Climate, in collaboration with the Guangzhou Power Exchange Centre, is working towards the pilot trading of national renewable‑energy, green electricity certificates in Hong Kong in 2026.

“On connecting the Chinese Mainland and the world, the HKSAR Government will continue to support green technology development through the HK$400 million (aboutUS$51 million) Green Tech Fund, leveraging Hong Kong’s function as a springboard for green technology and assisting national green technologies and products in going global,” said Hong Kong’sSecretary for Environment and Ecology, Tse Chin-wan. “On the development of hydrogen energy, we have participated in drafting national hydrogen energy standards with a view to helping these standards align with international practice.”

To meet the country’s “dual carbon” targets and fulfil Hong Kong’s commitment to achieving carbon neutrality before 2050, the HKSAR Government steered the establishment of a production base for sustainable aviation fuel (SAF) in Dongguan, leveraging the leading position of Hong Kong enterprises in the international SAF industry.

“By combining technology strengths with industrial foundation, Hong Kong and Guangdong will jointly develop a globally influential green industry,” Mr Lee said.

The HKSAR Government will take forward the construction of an SAF blending facility in Hong Kong to build an end‑to‑end SAF value chain and reduce logistics costs to make SAF prices more competitive. The target is to achieve an SAF consumption ratio of 1% to 3% for flights departing from Hong Kong International Airport in 2030.

Hong Kong’s Five-Year Plan promotes the integrated development of culture, sports, and tourism, to develop the GBA into a cultured bay area.

Under the strategic framework of the Agreement on Strengthening of Sports Cooperation and Promotion of Integrated Development, Hong Kong will deepen co-operation, and strive to co‑organise important regional and international single‑sport events. It will also strengthen cultural exchanges, pass on Cantonese opera and the characteristics of Lingnan culture, and promote the sales and cross‑boundary exhibition of Hong Kong publications.
 




 

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Alamein Africa Forum to bring together key political and business leaders

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5 hours ago

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September 23, 2026

By

Alamein

The forum is to become the continent’s premier gathering where political power meets entrepreneurial prowess, bridging the established engines of African growth with the new sectors defining its future

CAIRO, Egypt, September 22, 2026/APO Group/ –The inaugural Alamein Africa Forum (https://AlameinForum.com/) will take place from October 2-4 in the historic city of Alamein on Egypt’s Mediterranean coast in parallel with the 2026 African Union mid-year summit.

Established in response to a mandate from the African Union, which called for a permanent African Business Forum to convene biennially in Egypt, the inaugural edition will bring together Heads of State and official delegations as well as some key actors in business and finance.
 




 

The forum is to become the continent’s premier gathering where political power meets entrepreneurial prowess, bridging the established engines of African growth with the new sectors defining its future.

The Alamein Africa Forum will serve as a pan-African platform bringing together the private sector, investment and financial institutions

The Presidents of Algeria, Angola, Burundi, Chad, Equatorial Guinea, Ghana, Libya, Senegal, Somalia, and South Africa are expected in Alamein as well as President Al Sisi, President of the Arab Republic of Egypt who is the host of this year’s AU Mid-Year Summit. Business leaders from across the continent have confirmed their participation including Ralph Mupita, MTN; Idrissa Nassa, Coris Bank; Mohamed El Ketani, Attijariwafa Bank; Hichem Eloumi, Groupe Shakira; Wale Tinubu, Oando; and many more. Aliko Dangote, Africa’s biggest industrialist is also expected to attend, with the organisers hoping to set up a Business Advisory Council to help advance private sector priorities and investment throughout the continent.

Bringing together leaders in politics, business and policy from across the continent, the Alamein Africa Forum will provide a unique opportunity to shape Africa’s growth agenda by aligning policy and investment priorities, mobilising partnerships for implementation and strengthening financing and investment pathways. The private sector must become an integral part of Agenda 2063, the AU’s strategic 50 year masterplan to transform the continent.

Co-organised by the Government of Egypt, Afreximbank, the African Union and AUDA-NEPAD, the Forum brings together Africa’s most influential decision-makers in an unprecedented alliance of public and private sector leadership.

Speaking on the imperative of the summit at a joint press conference by the government of Egypt and Afreximbank on Thursday, September 17 2026, Dr. Badr Abdelatty, Minister of Foreign Affairs, International Cooperation, and Expatriates Abroad said (https://apo-opa.co/4ygiQag): “The Alamein Africa Forum will serve as a pan-African platform bringing together the private sector, investment and financial institutions, and representatives of various productive and service sectors, to strengthen direct links between companies and markets and decision making at the highest level.”

Continuing, he noted that the Alamein Africa Forum is part of a series of high-level African events that Egypt will host in early October, stressing that holding the forum reflects Egypt’s commitment to advancing continental economic cooperation

In his own comments, Dr. George Elombi, President and Chairman of the Board of Directors of Afreximbank described (https://apo-opa.co/4ygiQag) the Alamein Africa Forum as a pan-African platform for promoting intra-African trade and investment and connecting the business community and financial institutions with priority projects and investment opportunities in the continent.

Distributed by APO Group on behalf of Alamein Africa Forum.

 




 

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Afreximbank to hold first combined Trade Finance Seminar and Compliance Forum in Gaborone, Botswana

Published

5 hours ago

on

September 23, 2026

By

Afreximbank

Organised in partnership with the Botswana Investment and Trade Centre (BITC), the combined programme will take place at the Gaborone International Convention Centre in Botswana from 16 to 18 November 2026

CAIRO, Egypt, September 22, 2026/APO Group/ —

  • Landmark joint programme will connect trade finance and compliance expertise to advance intra-African trade.
  • The Compliance Forum will explore how stronger, more coordinated frameworks can deepen African economic integration and facilitate international trade.
  • The Trade Finance Seminar will bring together leading trade finance practitioners to explore solutions that can strengthen regional value chains, close Africa’s trade finance gap and support AfCFTA implementation.

For the first time, Afreximbank (https://www.Afreximbank.com/) will bring together two of its flagship annual knowledge-sharing and capacity-building programmes – the 2026 Afreximbank Trade Finance Seminar and the Afreximbank Compliance Forum, uniting industry leaders, policymakers and experts to strengthen trade finance, compliance and Africa’s economic transformation.

 




  

Organised in partnership with the Botswana Investment and Trade Centre (BITC), the combined programme will take place at the Gaborone International Convention Centre in Botswana from 16 to 18 November 2026.

The joint Trade Finance Seminar and Compliance Forum will bring together Global Africa’s financial, regulatory, and trade communities to exchange knowledge, share perspectives, and explore how stronger trade finance and compliance frameworks can support trade, investment, industrialisation, and economic integration.

The Factoring Workshop on 19 November will extend the discussions to the role of factoring and other alternative trade finance solutions in supporting businesses and expanding access to finance.

Botswana is proud to partner with Afreximbank to host the Compliance Forum, Trade Finance Seminar and Factoring Workshop

The Afreximbank Trade Finance Seminar 2026 (ATFS2026) will be held under the theme “Trade Financing in the AfCFTA Era: Resilient Value Chains, Infrastructure and Market Integration.” It will examine how trade finance can support the implementation of the African Continental Free Trade Area (AfCFTA), strengthen regional value chains, finance trade-enabling infrastructure and accelerate economic integration across the continent.

Mr Haytham El Maayergi, Executive Vice President, Global Trade Bank at Afreximbank, said: “ATFS2026 comes at a critical time for African trade. The AfCFTA is creating a larger and more integrated market, but its success will depend on our ability to finance the trade, value chains and infrastructure that connect African economies. By bringing together trade finance, compliance and market practitioners, we aim to turn that opportunity into more bankable transactions, stronger regional value chains and increased intra-African trade.”

Mr Keletsositse Olebile, Chief Executive Officer of the Botswana Investment and Trade Centre, said:

“This is an important opportunity for Botswana to welcome delegates from across Africa and beyond while showcasing our country’s warmth and hospitality.

“Botswana is proud to partner with Afreximbank to host the Compliance Forum, Trade Finance Seminar and Factoring Workshop. These events will highlight Botswana’s growing role as a regional trade and investment hub, as well as its commitment to advancing economic development and continental cooperation.”

The Afreximbank Compliance Forum 2026 (ACF2026) will be held under the theme “Better Compliance, Better Trade: Leveraging Compliance to Promote African Regulations that Advance Intra-African Economic and Trade Integration.”

Mr Idrissa Diop, Compliance Director at Afreximbank, said: “Compliance must be recognised not simply as a regulatory obligation, but as an essential enabler of trusted, resilient and sustainable trade.

“Through ACF2026, we aim to bring together the institutions shaping Africa’s financial and trade architecture to identify practical ways of aligning compliance standards, managing emerging risks and reducing unnecessary barriers to intra-African trade and business growth.

Further information about ACF2026 and ATFS2026 and registration can be found on the site https://apo-opa.co/4AsLd6p

Distributed by APO Group on behalf of Afreximbank.

 




 

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