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C Worldwide operations of the centers, including an increasing number on the African continent, are moving from traditional voice call center services to life cycle management processes (CLMs) ) fully integrated and digitized.
This trend is driven primarily by the need to provide an exceptional customer experience to meet new and changing consumer demands, such as more relevant, beneficial and personalized services and interactions across a wide range of communication channels.
If contact centers fail to deliver the type of CX expected by modern digital consumers, customers will turn to other service providers who better meet their needs and requirements, says Kevin Le Roux , responsible for business development at Pivotal Data. Center directors realize that to meet these changing demands, they need to deploy advanced omnichannel solutions that provide a superior CX engagement via a customer's preferred communication channel, which it It acts voice, web chat, email, SMS or social media, with the ability to switch between different media without loss of content or history of interactions.
Genesys Cloud Transformation Survey
The omnichannel feature also enhances customer service capabilities by enhancing employee experience (EX). In addition, by creating a compelling EX by interacting with their agents and maximizing their capabilities, African Contact Centers will have a positive impact on global CX.
However, trying to provision and integrate these capabilities internally can be complex, expensive and downright chaotic. If integration is poor, it is difficult to provide a consistent CX on all channels and create a 360-degree view of the customer, which can result in fragmented experiences, missed opportunities, and reduced operational efficiency. In addition, the costs and resources needed to manage solution upgrades and new technological advances can become heavy.
The contact center industry in Africa is therefore very dynamic and migrates to the cloud. as a service (CCaaS). In general, the transition to cloud computing in Africa is accelerating, with adoption more than doubling in the last five years, according to a recent study commissioned by F5 Networks and conducted by World Wide Worx.
In Botswana, Kenya, Ghana, Namibia, and South Africa, who were interviewed in the 2018 Genesys Cloud Transformation Survey: Small and Medium-sized African Contact Centers, this trend is expanding to the environment of contact centers. IT are the excellent economies of scale that the model can achieve, and the fact that it gives access to the latest technologies and innovations "on the fly". The CCaaS model also creates a more agile operation that can respond and adapt to changing market trends.
However, for small and medium-sized businesses in Africa, cloud migration offers another significant benefit. Due to the historical slowness of technological progress, the adoption of the cloud gives these small businesses access to platforms, applications and solutions previously reserved for large companies.
For captive and outsourced contact centers in Africa, the digital divide and the "leapfrog" in front of large contact centers and the companies that swallow their legacy systems
Being at the forefront of technological progress offers centers African SMEs have a significant strategic advantage, especially as these companies are agile and adaptable. They are therefore able to quickly provide new services in response to market changes. This is a prolific factor that should lead to the continued adoption of CCaaS solutions in Africa.
Unsurprisingly, more than half of the people surveyed in the Genesys Cloud Transformation Survey have already deployed a cloud-based contact center solution to enable these features. . Once in the cloud, the adoption, deployment and seamless integration of more advanced communication channels and other solutions allowing greater automation, intelligence and responsiveness also become possible.
Cloud technologies with the highest implementation rates, according to recent surveys, are CRM (71.23%) and voice recording (64.38%). However, companies are increasingly adopting cloud technologies for cloud telephony systems (42.47%), speech and desktop badysis (38.36%), disaster recovery (38.36%) and campaign management (36.99%). Contact centers from Botswana, Kenya, Ghana, Namibia and South Africa included in the survey are taking different paths on their journey to the cloud.
While nearly 30% of respondents want to expand their premises In Africa, contact centers opt for the flexibility of hybrid and full-cloud options because they offer pay-per-use and per-user licensing models.
Hybrid cloud technology is also a preferred contact center choice model because of the flexibility it offers, with options to combine public cloud, private cloud and on-site services. These configurations allow critical or at-risk services to stay in-house.
In addition, respondents cited the cost of setting up, maintaining, updating, and configuring room models as a decision factor. migrate to the cloud. The need to reduce costs will therefore remain an important driver of cloud migration for contact center operations in Africa.
Indeed, the adoption of CCaaS is a global phenomenon that has paved the way for contact centers of all sizes to transform their operations, services, channels of communication and methods of engagement with customers and the employees. Africa has taken note of this and is doing the same, so expect the next 12 to 36 months to be a strategic period of innovation for the SME contact centers on the continent.
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