#contactcenterworld, @orangebusiness, @Genesys

Johannesburg, South Africa, Oct 16, 2019 -- Orange Business Services in South Africa has secured Gold PureCloud Partnership status, reinforcing its current Gold status in EMEA, the telco has said.

In a statement issued by the company, Neville Quinton, business development specialist at Orange Business Services, South Africa confirmed that from July 2019, Genesys PureCloud has been Orange Business Services' flagship contact centre offering in South Africa and the Sub Saharan region.

This is delivered with the support of the local Genesys team, and backed by the global resources and expertise of Orange Business Services.

Quinton said according to Gartner research, the future of the contact centre, by 2022, contact-centre-as-a-service will be the preferred adoption model in 50% of contact centres, up from approximately 10% in 2019. By 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% in 2019. By 2025, customer service organizations that embed AI in their multichannel customer engagement platform will elevate operational efficiency by 25%.

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"The timing is right for South Africa as new cloud services and adoption continue to gather momentum, especially among multinational enterprise customers and larger BPO outsourcing companies, with a concentration in key vertical industries such as BFSI (banking financial services and insurance) and T&L (transport and logistics)," Quinton added.

MyBroadband's 2019 Cloud Survey on the South African cloud market and the adoption of cloud services in the business market shows that 77% of South African businesses are currently using cloud services in their IT department – especially cloud backup solutions and software-as-a-service, Orange stated.

"The introduction of Genesys PureCloud aligns with Orange Business Services' strategy of deploying best of breed, cloud-based solutions for its customers in one of its key growth regions. The benefits of cloud in terms of cost, efficiencies, speed and flexibility are clear and this is driving the growing appetite in South Africa across the enterprise market for cloud services - and the banking sector is actively responding with new cloud-based solutions and apps such as contact centre services in the cloud," said Quinton.

#contactcenterworld, @orangebusiness, @Genesys

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.itwebafrica.com