Category: Contact Centre.

Contact centre operators have emerged as first-movers in the adoption of AI solutions. Investment in AI continues to accelerate as the technology delivers tangible returns on investment across frontline engagement and back-office functions by reducing costs and improving operational efficiencies.

Just like Software as a Service (SaaS) disrupted the enterprise application market, AI will create new business models that will challenge the status quo in various industries. In this regard, Microsoft CEO Satya Nadella predicted that an AI-driven Agents-as-a-Service (AaaS) model will replace SaaS.

Modern digitally-savvy consumers expect artificial intelligence (AI)-powered interactions across the customer journey when engaging with contact centres today, demanding natural, fluid interactions that closely mimic conversations and experiences with human agents.

As traditional resource-intensive interactive voice response (IVR) systems reach end of life, contact centre operators have an opportunity to transform the complex and often clunky customer experience (CX) associated with legacy systems by embracing a cloud-based IVR modernisation strategy.

As traditional resource-intensive interactive voice response (IVR) systems reach end of life, contact centre operators have an opportunity to transform the complex and often clunky customer experience (CX) associated with legacy systems by embracing a cloud-based IVR modernisation strategy.

Due to the influence that customer experience (CX) wields in winning and retaining the hearts and minds of modern-day consumers, businesses use multiple metrics to track, measure and quantify its impact.

In 2025, artificial intelligence (AI) will expand its influence in the contact centre space as this prolific technology trend permeates more facets of daily operations, dominating capital expenditures and strategic decision-making.

These shifts have brought innovative solutions such as AI for contact centres to the forefront, reshaping customer service and operational workflows. Increasing investment opportunities made possible by advancements in technology continue to contribute to uplifting the economy of South Africa.

In today’s hyper-connected world, where the need to deliver personalised engagement and intuitive customer service has become the minimum industry standard, contact centres have become a hub of personal customer data.