Latest Genesys, Knowledge Executive collaboration reveals key AI trends in South East Africa
Knowledge Executive was delighted to take the next step in its enduring collaborative journey with Genesys, after this global leader in omnichannel customer experience and contact centre solutions commissioned the Contact Centre Blended AI report: South East Africa.
The survey offered Knowledge Executive an opportunity to delve into a strategically significant technology trend that to date has been plagued by misinformation and a general misunderstanding regarding its role and application, particularly in the contact centre environment.
By peeling back the perceived layers of complexity that currently surround artificial intelligence (AI), Genesys and Knowledge Executive aim to address the various concerns that constrain adoption within the South East African market. This was done in the hopes of accelerating AI-led digital transformation in the region’s vibrant and burgeoning contact centre and business process outsourcing & services (BPO&S) sectors.
After engaging with a statistically significant number of contact centre operators across a broad range of business verticals, Knowledge Executive gained a holistic understanding of the market dynamics at play and used the feedback to produce quantitative statistics and supporting qualitative commentaries that offer pertinent and relevant insights around AI’s role and relevance in the modern contact centre.
The research findings reveal a vibrant and maturing contact centre environment in the region that is already embracing true AI-enabled capabilities.
Across industry verticals, 20 percent of operators have or are currently deploying some form of AI, with 18 percent planning to do so in the next 12 months. More than half the sector will soon boast some AI-enabled service, at which point the rest of the market will have little choice but to respond to maintain their effectiveness and relevance in a rapidly evolving marketplace.
The veracity of this information and the robust research methodologies applied ensure that this report can be relied on to accurately shape expectations around AI adoption, implementation and use in the digitalised contact centres, particularly among operators or BPO&S providers that are currently crafting their AI strategy.
It’s an invaluable resource in the context of South East Africa’s vibrant and maturing contact centre environment which, according to the research, stands poised and ready for the next phase in its evolution toward true AI-enabled capabilities.
