Contact centres in the cloud

Demand for South Africa’s contact centre industry’s services could be a key growth area for employment. But how will evolutions in technology affect that?

08 January 2021

Social distancing and restricted movement may define business in 2020, but for some industries, the Covid-19 pandemic has created enhanced channels of contact and a more streamlined, automated environment. This could be the year that Business Process Outsourcing (BPO) – and the contact centre specifically – dominates corporate strategy. The contact centre has changed. It has evolved from being what experts describe as a ‘predominantly PABX call centre’ to a cloud-based resource, featuring more skills and more bandwidth, giving it the capacity to meet increasing local and international needs.

South Africa has emerged as a stronghold for contact centre services. Market analysts agree that the country has improved its status as a prime location for outsourcing services for global organisations.

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