Connecting Africa is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 3099067.

Enterprise

Southern East Africa Ramps Up Focus on Customer Experience: Genesys

Article Image
PRESS RELEASE -- Enterprises in Southern East Africa and Mauritius are rapidly stepping up their efforts to boost customer experience, reports omnichannel customer experience specialist Genesys (www.Genesys.com).

Genesys, currently experiencing strong growth in the region, says enterprises in key African development hubs are fast catching up with their international counterparts in terms of next-generation omnichannel customer service, sales and marketing. “Businesses across major verticals including financial services, healthcare, insurance, hospitality and travel are moving to modernise their contact centre infrastructure, customer experience, customer service, sales and marketing channels are key focus areas. This is driven by customer demand and growing competition in these sectors,” says Adriaan van Staden, Senior Sales Manager – Southern East Africa at Genesys.

Adriaan van Staden, Senior Sales Manager - Southern East Africa at Genesys.
Adriaan van Staden, Senior Sales Manager – Southern East Africa at Genesys.

In many cases, businesses in the region are investing in contact centres and customer experience suites for the first time or are moving from very limited capabilities, and are leapfrogging directly to cloud-based all-in-one solutions, he says. Van Staden notes that there is particularly keen interest in cloud-based (https://bit.ly/2PvjZVg) and AI-enabled (https://bit.ly/2PvjZVg) solutions that allow for in-depth analysis of customer sentiment and market trends, and that support proactive customer service.

“Depending on local conditions, companies in the region are looking to either consider private cloud or a Cloud solution such as our PureCloud offering. We see particularly strong demand for cloud / hosted solutions into Africa, where there are skills shortages, rapid time to value is a key and a critical priority. Companies in Africa are looking for innovative solutions with a compelling total cost of ownership and a proven ROI model.”

Van Staden notes that as they adopt next-generation customer experience solutions, African enterprises are fast becoming innovation leaders in terms of how they deploy and use these solutions: “Globally, we find many customers setting up channels based on simplistic business rules for routing decisions across different interactions; whereas across Africa, enterprises are harnessing workforce management along with intelligent routing to direct calls to agents based on agents’ skills levels, their ability to resolve the query, sale or service with context from previous interactions across their channel of choice and even whether the agents are currently available to handle the interactions.”

These moves to innovate and drive growth by harnessing next-generation solutions are encouraging signs of overall economic development across the region, he says.

“This increased investment is evidenced by our own outstanding performance in the region – in the financial year to date, our SEA Region is currently ranked 5th worldwide out of 26 sub regions globally. In fact, our SEA Region’s growth year on year was 74% in Q1, 110% in Q2, 28% in Q3 and is forecasted to top 87% in Q4.”

Demand for world class solutions in this space is so high in the region that Genesys is actively growing its presence across SEA. “Our current partner network consists of nine value added resellers, each strategically focused on unique Genesys offerings and solutions, and we’ve also added an additional three strategic resellers to meet demand from customers into Africa as well as Mauritius,” says van Staden. “To meet demand from our growing customer base, we are also increasing our South African team by roughly 25%, and we are also developing a brand new building in Broadacres.”

“Southern and East Africa are clearly entering a rapid growth phase and we are excited to be helping drive this new phase in enterprise transformation and development on the continent,” says van Staden.

ENDS

Innovation hub

Story

Safaricom launches M-Pesa 'super app'

Safaricom has launched its long-awaited M-Pesa 'super app' with new features like offline mode as well as mini-apps within the app.

Story

Hot startup of the month: Nigeria's Bankly

Nigerian startup Bankly is digitizing cash for people who work in the informal sector and helping unbanked Nigerians save money, invest and gain access to credit and other financial services.

More Innovation hub

Latest video

More videos

Guest Perspectives

Story

Omdia View: May 2021

By Omdia Analysts

This month, Omdia's analysts provide context and analysis about new licenses for operators in Ethiopia and Uganda, and Nigeria's 5G rollout plans.

Story

Omdia View: April 2021

By Omdia Analysts

This month, Omdia's analysts provide context around Ethiopia's telecoms licensing process, Millicom's plans to exit Tanzania and Ghana, and Airtel Africa's successful capital raise.

More Guest Perspectives

Partner perspectives

All Partner Perspectives

AfricaCom perspectives

Story

Digital inclusion as a catalyst for economic empowerment: Mastercard's Imelda Ngunzu

Mastercard's Imelda Ngunzu talks to Connecting Africa about how digital payment solutions and mobile money are transforming the lives of small business owners, women and marginalized groups in East Africa.

Story

Accelerating women in STEM: In conversation with GirlCode's Tinyiko Simbine

GirlCode co-founder and CFO Tinyiko Simbine talks about why it's important to help girls and young women excel in science, technology, engineering and mathematics (STEM) fields.

Story

How Poa Internet is unlocking meaningful connectivity in East Africa

Poa Internet's CEO Andy Halsall shares his views on what it takes to develop last-mile connectivity and get Africans online in a meaningful way.

More AfricaCom perspectives

Upcoming events

North Africa Com
July 13-14, 2021
Virtual Event
Asia Tech x Singapore
July 13-16, 2021
Marina Bay Sands, Singapore
Africa Tech Festival
November 8-12, 2021
Cape Town, South Africa
More Upcoming events

Flash poll

All polls

Archived webinars

Technologies and business models to connect the next billion

Nearly half the planet remains unconnected at a time when COVID-19 has forced people’s reliance on the Internet and digital technologies higher than ever before. Bridging the digital divide to provide Mobile Internet access – the main driver of digital inclusion – is exceedingly important in the current context. Overcoming this connectivity crisis represents a growth opportunity for Mobile Network Operators (MNO) to expand their services outside of the crowded, highly competitive urban markets.

In this webinar we will focus on solutions that help MNOs close both the coverage gap and the usage gap.

Key topics include:

  • What are the barriers to overcome increased Mobile Internet adoption?
  • How to match deployments cost with expected revenue?
  • Operator success story

More Webinars

Sponsored video

More videos

Like us on Facebook

Newsletter Sign Up


Sign Up