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Virtual Call Center Technology Platforms South Africa

Virtual contact center is a model where the call center agents work from different geographies rather than working in a physcial location

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    Virtual Call Center Technology Platforms South Africa Suppliers


    Virtual Call Center Technology Platforms South Africa Supplier

    Find the right-fit virtual call center technology platforms south africa supplier for your specific business needs and filter by location, industry, category, revenue, certifications, and more on Beroe LiVE.Ai™.

    Sample Supplier
    Company
    Omnicom Group Inc.
    Location
    Jackson, Mississipi
    Duns number
    3862211

    D&B SER Rating

    dnb logo

    Up to 3 months

    1 9
    6
    Low Risk High Risk

    The Supplier Evaluation Risk (SER) Rating is Dun & Bradstreet’s proprietary scoring system used to assess the probability that a business will seek relief from creditors or cease operations within the next 12 months. SER ratings range from 1 to 9, with 9 indicating the highest risk of failure. We’ve prepared an infographic to help business owners better understand what influences their SER Rating.

    Moody`s ESG Solution
    ESG Profile

    Company and Sector Performance
    39

    100
    Limited (1)
    ESG Perfomance (/100)
    Environment
    62
    Social
    30
    Governance
    47
    6 Domains Performance (/100)
    Business behaviour
    41
    Human rights
    51
    Community Environment
    18
    Corporate governance
    49
    Human resources
    17
    Security Scorecard
    81

    Threat indicators
    B
    83
    Network Security
    Detecting insecure network settings
    A
    100
    Hacker Chatter
    Monitoring hacker sites for chatter about your company
    A
    100
    DNS Health
    Detecting DNS insecure configuration and vulnerabilities
    F
    56
    Application Security
    Detecting common website application vulnerbilities
    B
    84
    Endpoint Security
    Detecting unprotected enpoints or entry points of user tools, such as desktops, laptops mobile devices, and virtual desktops
    A
    100
    Cubic Score
    Proprietary algorithms checking for implementation of common security best practices
    A
    92
    Patching Cadence
    Out of date company assets which may contain vulnerabilities of risk
    A
    100
    Social Engineering
    Measuring company awareness to a social engineering or phising attack
    B
    89
    IP Reputation
    Detecting suspecious activity, such as malware or spam, within your company network
    A
    100
    Information Leak
    Potentially confidential company information which may have been inadvertently leaked

    Industry Comparison
    omnicomgroup.com
    Industry average
    Adverse Media Appearances
    Environmental Issues
    0
    Workforce Health Safety Issues
    0
    Product Service Issues
    2
    Human Rights Issues
    0
    Production Supply Chain Issues
    2
    Environmental Non Compliance Flags
    4
    Corruption Issues
    0
    Regulatory Non Compliance Flags
    6
    Fraud Issues
    1
    Labor Health Safety Flags
    6
    Regulatory Issues
    5
    Workforce Disputes
    0
    Sanctions
    0
    esg energy transition
    72
    Discrimination Workforce Rights Issues
    6
    esg controversies critical severity
    No

    Virtual Call Center Technology Platforms South Africa market report transcript


    Regional Market Outlook on Virtual Call Center Technology Platforms

    Virtual call center is the most widely adopted technology in the call center space in the recent days. It helps companies to save the capital expenditure that automatically reduces hardware expenses, maintenance cost, IT administration pressure, technology lifecycle, and importantly, the integration procedures.

    How do I adopt the home-based strategy in South Africa?

    The industry has matured by witnessing the presence of strong contributors in virtual contact center space, such as Genesys, 8*8 Inc., Nice inContact in South Africa. Ideally, getting into an intermediate contract of around 1–3 years with the global service providers operating in South Africa and setting up KPIs and SLAs across Efficiency and Service Quality will be beneficial for marketers. These marketers largely prefer to compensate the service providers on a subscription-based model.

    Key Insights

    • Market Outlook: The contact center market was valued at USD 340 billion in 2016, which will further increase to USD 398 billion in 2020
    • About 74–76% of contact center services are kept in-house and the rest 24–26 % are outsourced to third parties
    • Earlier, outsourcing to low-cost countries was considered as mainstream activity for local companies. However, reverse trend of shifting operations to onshore location has been observed, due to quality issues and regulations across all the offshore destinations
    • Inbound calls services account for 64.8% of the revenue in which the customer service calls alone sums up to 48% of the overall revenue

    Key Technological Trends – Cloud & WebRTC

    Rapid Growth of Cloud-based Contact Center Solution

    • Cloud-based contact centre market is projected to grow at a CAGR of 21.3% from USD 6.15 billion in 2016 to USD 11.9 billion by 2019
    • North America is leading the contact center market, however, overall adoption of cloud-based contact center has increased from 2.2% in 2008 to 11.1% in 2015

    Advantage of Cloud-based Contact Center Solution

    • Cost Saving: Cloud-based set up requires less capital than on-premise based solution. Under this model, there is no need to buy and maintain hardware, like phone switches, automatic call distribution & interactive voice response and less IT team to manage
    • Flexibility and Scalability: Business needs and call volume are not always predictable, however, cloud-based solution allows instant ability to scale up to meet seasonal and spiky customer demand
    • This solution provides the ability to have agents logged in from anywhere. This benefit allows more flexibility to company, which can save cost and improve the quality
    • Rapid implementation of cloud-based contact centre has been observed in the industry

    Adoption of Web Real Time (WebRTC) Customer Channel

    • Video-based chat is increasingly being adopted by organizations, owing to the emergence of multi-platform consumer interaction and higher acceptance by consumers because of faster support
    • WebRTC is a new technology that enables voice calling, video chats, and sharing files without use of any plugins. This technology allows consumers to bypass the costs associated with traditional telephony carriers. The adoption of this technology is surging fast, as it is convenient and flexible. It is estimated that WebRTC technology will be supporting more than 6 billion device by end of 2019
    • Adoption of this channel is more in developed nations, such as North America, Western Europe, due to advanced internet infrastructure. For example, the UK foot retailer, Schuh, registered 400% greater conversion rate and 10% greater average order value for interactions involving video rather than text-based chat. Lands End, Starwood Hotels, and Amazon are early adopters of this service

    Natural language search engines

    • A process to integrate multichannels of a call center, so as to minimize human effort and maximize service levels. This would aid the agent to process customer query in a lesser time
    • It has huge potential to be implemented in call centers, as it will reduce the handling of large data stored at multiple locations and handling of different customers by understanding the query in their natural language

    Increased usage of self-service channels

    • Self-service channels provide win-win situation for both − Customers and Companies. Customers get a chance to solve their problems without any human intervention, hence save time. On the other hand, for the companies, self-service channels reduce cost and offload support capacity
    • By 2020, the customers will manage 90% of t relationship with the companies without even interacting with a human
    • By 2020, inbound call volume are expected to stagnate, due to prominence of other channels and increasing rate of self-help services. Therefore, enterprises are resorting to investing in infrastructure that enables personalization at each touch point, making it the top investment priority for contact centre service providers

    Usage of Big data and predictive analytics

    • Due to technological development and rising adoption of social media platform, such as community forums, live chats, twitter, and Facebook usage have increased by 12%, 14%, 13%, and 34–38%, respectively, in the last three years
    • With the huge number of data and content generation, contact center service providers are embracing big data and predicative analytics in a big way to draw meaningful insights from the data. Companies can automate systems and agent behaviour changes with right set of predicative analytics tool that can increase first call resolution, sales conversion, and customer satisfaction

    KPIs and SLAs

    Service Quality – KPI

    Following are the KPIs determining the service quality:

    • Call count and length
    • Escalation count
    • Risk pointers (warning counts)
    • Response time
    • Availability time
    • Late task count
    • Repetitive error counts

    General SLAs

    General SLAs include clauses that define the roles and responsibilities of both parties in a software contract.

    • Price Agreements – Discounts and requisites
    • Payment period and installments
    • Limitation of liability
    • Insurance requirements
    • Service deliverables
    • Exclusions to service agreements

    Efficiency – KPI

    Following are the KPIs determining the service efficiency:

    • Request to delivery time period
    • Tasks per staff
    • Reminders and alerts handled
    • Process error count
    • Human error count
    • Number of staffs allocated for training
    • Mean Time Repair (MTTR)

    SLAs on Contract Termination

    Contract termination can be due to conflict of interest, default and also due to convenience reasons.

    • Notice period
    • Payment settlements
    • Indemnification clauses
    • Responsibility status
    • Handover guidelines