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

RELEASE DATE
06-Dec-2017
REGION
Africa
Research Code: 9AC4-00-18-00-00
SKU: IT03551-AF-MR_21233

$1,500.00

Special Price $1,125.00 save 25 %

In stock
SKU
IT03551-AF-MR_21233

$1,500.00

$1,125.00 save 25 %

DownloadLink

Pay by invoice

ENQUIRE NOW

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

Related Research
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.--BEGIN PROMO--

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

More Information
No Index No
Podcast No
Author Naila Govan-Vassen
Industries Information Technology
WIP Number 9AC4-00-18-00-00
Is Prebook No