Articles.

• Article

AI and automation are no longer optional; they are essential drivers of competitive advantage in every industry. Yet, many organisations plunge into these transformative initiatives without a clear understanding of their unique business landscape.

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Insights from the 2026 Inner Circle Guide to South African Contact Centres reveal that 73% of outsourced activity in South Africa served international clients in 2025, confirming South Africa’s rising global competitiveness.

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The South African contact centre industry has arrived at a watershed moment in its global competitiveness. Compelling insights from the 2026 Inner Circle Guide to South African Contact Centres confirm that local operations continue to invest heavily in digital transformation at rates far above those in more mature developed markets, like the UK and the US.

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Embracing artificial intelligence (AI) in the contact centre has become a non-negotiable but for many operators, defining and measuring its return on investment (ROI) to justify the spend is where the challenge lies.

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Contact centre leaders are under increasing pressure to do more with less, improve customer experience, support agent wellbeing and meet ever-tightening compliance requirements, all while controlling costs. Yet many organisations are trying to solve these challenges without a clear view of where agent time is actually being spent.

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The role of the contact centre agent is evolving - from a task handler to a knowledgeable, empathetic problem solver. Yet, getting the fundamentals right remains critical. In the past year, 30% of consumers globally stopped doing business with a company due to poor experiences.

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Artificial intelligence (AI) adoption in the contact centre space is accelerating as executives look to keep pace with competitors and rising expectations. Yet, reports that up to 95% of AI projects fail reveal a deeper issue: many organisations are deploying AI before defining the business problems they are trying to solve.

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In the contact centre sector, solutions providers and clients focus intensely on achieving go-live targets for new technology implementations or upgrades and celebrate their success on delivery completion, like it’s the finish line.

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In an effort to help gauge business readiness in the sector, unpack the challenges, and explore how leading organisations are unlocking the true potential of AI, Connect hosted an executive roundtable discussion, bringing together senior leaders from across industries.