South African Hosted Contact Centre Market

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Hosted Contact Centre services have become an important deployment method for contact centre infrastructure in South Africa. Internet Protocol (IP) and Session Initiation Protocol (SIP) based solutions have additionally eliminated physical communications constraints, empowering enterprises to be more responsive to their customers’ needs using virtual, multi-channel and flexible servicing infrastructures of hosted solutions. While still an emerging solution in South Africa, the adoption of hosted solutions has gathered momentous vendor and end user activity.This market insight aims to highlight the key strategic considerations that technology and service providers in South Africa should consider to for growth

Table of Contents

South African Hosted Contact Centre MarketIntroductionIntroduction Overview of the South African Hosted Contact Centre MarketAdoption TrendsCurrent Market StatusKey Market TrendsEnd-user Adoption TrendsMotivators and BarriersVendor LandscapeFuture Market Trends Future Market TrendsPricing Models for Hosted Contact Centres Pricing Models for Hosted Contact CentresStrategic ConsiderationsStrategic Considerations for Technology VendorsStrategic Considerations for OutsourcersStrategic Considerations for Telecoms Service ProvidersStrategic Considerations for Application Service ProvidersConclusionsConclusionsAbout Frost & SullivanAbout Frost & Sullivan




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