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South African BPO Market, 2017
South African BPO Market, 2017
A Global Perspective on What Companies Need to Know to Survive in a Digital World
06-Dec-2017
Africa
$1,500.00
Special Price $1,125.00 save 25 %
Description
Digital transformation is a journey, but one that companies need to embark on if they are to survive not just the onslaught of traditional competition, but new market entrants. It is also a necessary component in keeping pace with the rapidly changing consumer base.
South Africa’s customer service delivery is predominantly dominated by the BPO market, specifically contact centers. The BPO sector contributes ZAR50 billion to towards the national GDP and employed 222,500 people in 2016. The domestic BPO market represents 85.4% of the market, and is the backbone for the development and expansion of the offshore BPO market.
Research Scope
The global technology trends that will be shaping the BPO market in South Africa are automation, data analytics, Internet of Things (IoT) Artificial Intelligence (AI). The focus of this research is to understand the global technological changes that will be affecting the way service is delivered to customers. The study will focus on understanding the South African BPO market landscape, the changes in the BPO ecosystem as a result of innovative technologies, the key trends shaping customer experience management, and the growth opportunities and Companies to Action (C2A).
Research Highlights
While there are too many developing technology components to delve into in this insight, the following areas should be on the radar of any company starting on the digital transformation path.
• Emergence of the Internet of Things (IoT): Companies need to investigate the impact that device
connectivity, cloud computing, and advanced analytics can have on changing the customer
experience.
• Security: Companies need to keep abreast and plan for the ongoing security threats to digital
assets.
• Big Data: Big Data is moving beyond the realms of data projects and into enriching what
companies know about customers.
• Advanced Analytics: Companies are well advised to investigate how to make use of advancements
in analytics. Understanding customer wants, needs, and behaviors and predicting outcomes is key
to owning the customer experience. Areas to investigate include advancements in AI, machine
learning, and speech and text analytics.
• Virtual Assistants, Intelligent Personal Assistants, and Robotic Process Automation: Customers
prefer to self-serve before contacting a business. Embellishing self-service options from the
growing ranks of digital personal assistants can help differentiate and transform customer
interaction.
• Mobility: Companies need to meet customers where they live and that is on mobile devices.
Extending business access to the device of choice for the consumer is key to changing the
customer experience and cementing brand loyalty.
Table of Contents
Key Findings
Key Findings (continued)
Key Findings (continued)
Research Scope
Ecosystem
Definitions
Definitions (continued)
Key Trends Shaping Customer Experience Management
Digital Transformation and Customer Care
Digital Transformation and Customer Care (continued)
Digital Transformation and Customer Care (continued)
The Digital Connection
Transformation of the Customer Experience at the Top
New Business Models
Innovations
Top Predictions for the Contact Centre Systems Market
South African Market Overview
Digital Intelligence Landscape in South Africa
Overview of the Offshore Services Value Chain
BPO Market Overview
BPO Market Overview (continued)
Domestic Market Growth Rate
Growth in the BPO Market
BPO Market Overview
South African Services Strengths Relative to Competitor Markets
South Africa’s Attractiveness for BPO
South Africa the ‘Go-to’ Destination for Offshore BPO
Technology Used in South Africa
New Business Model—From Omni-channel to Automation
Value to Consumers
The Client—A New Era of BPO Value Creation
The Digitally Armed Consumer
Millennials—Consumers of the Future
Consumer Behaviour—Voice of Customer Feedback
Role of Outsourcers—Creating Value Beyond Contact Centre Seats
Growth Opportunity 1: Omni-channel Customer Experience
Growth Opportunity 2: Customer Experience Analytics
Growth Opportunity 3: Big Data and Analytics/Machine Learning
Growth Opportunity 4: Social Media Monitoring
Growth Opportunity 5: Social Customer Engagement
Growth Opportunity 6: Agent Desktop/Agent Empowerment
Growth Opportunity 7: Catering to the New Workforce
Growth Opportunity 8: Automation via Artificial Intelligence (AI)
Growth Opportunity 9: Virtual Agent/Advisor
Growth Opportunity 10: Live Chat
Growth Opportunity 11: IoT—Supporting Immersive Experiences
Strategic Imperatives for BPO Service Providers
The Last Word
Legal Disclaimer
Tshwane BPO Park
Coega BPO Park in Eastern Cape
Dube TradeZone in KwaZulu-Natal
The Frost & Sullivan Story
Value Proposition: Future of Your Company & Career
Global Perspective
Industry Convergence
360º Research Perspective
Implementation Excellence
Our Blue Ocean Strategy
Research Scope
The global technology trends that will be shaping the BPO market in South Africa are automation, data analytics, Internet of Things (IoT) Artificial Intelligence (AI). The focus of this research is to understand the global technological changes that will be affecting the way service is delivered to customers. The study will focus on understanding the South African BPO market landscape, the changes in the BPO ecosystem as a result of innovative technologies, the key trends shaping customer experience management, and the growth opportunities and Companies to Action (C2A).
Research Highlights
While there are too many developing technology components to delve into in this insight, the following areas should be on the radar of any company starting on the digital transformation path.
• Emergence of the Internet of Things (IoT): Companies need to investigate the impact that device
connectivity, cloud computing, and advanced analytics can have on changing the customer
experience.
• Security: Companies need to keep abreast and plan for the ongoing security threats to digital
assets.
• B
| No Index | No |
|---|---|
| Podcast | No |
| Author | Naila Govan-Vassen |
| Industries | Information Technology |
| WIP Number | 9AC4-00-18-00-00 |
| Is Prebook | No |