The objective of the survey is to gain greater insight into the changing contact centre environment in South Africa, changing operational models, expansion in the use of various communication channels in contact centres, and the rise of the hosted contact centre as a solution.
The South African contact centre industry is experiencing significant transformation as more organisations adopt cloud-based solutions. These include hosted, virtual and Contact-Centre-as-a-Service solutions. Despite this, a significant number of organisations continue to operate on-premise contact centre solutions, owing to concerns around security, risk associated with business continuity and industry requirements.
The COVID-19 pandemic had a considerable impact on the contact centre industry in terms of operational models, and expansion of communication channels used by the contact centres. This change has been enabled and supported by improving communications technologies , as well as improving telecommunications infrastructure.
One of the key elements of the changing contact centre landscape in South Africa is the concept of the hosted contact centre, which has been garnering increasing interest among companies making use or considering the use of contact centres. This cloud-based solution is likely to gain in prominence as companies go through a technology transformation and seek to reduce costs, or convert capex to opex.
By completing the questionnaire and leaving your contact details, you stand a chance to win a Takealot voucher to the value of R3 000. The results of this survey will be shared exclusively with survey respondents.