Enterprises in southern east Africa and Mauritius are rapidly stepping up their efforts to boost customer experience, according to omnichannel customer experience specialist Genesys.
The firm says enterprises in key African development hubs are fast catching up with their international counterparts in terms of next-generation omnichannel customer service, sales and marketing.
“Businesses across major verticals including financial services, healthcare, insurance, hospitality and travel are moving to modernise their contact centre infrastructure, customer experience, customer service, sales and marketing channels are key focus areas,” said Adriaan van Staden, Senior Sales Manager – Southern East Africa at Genesys.
“This is driven by customer demand and growing competition in these sectors.”
In many cases, businesses in the region are investing in contact centres and customer experience suites for the first time or are moving from very limited capabilities and are leapfrogging directly to cloud-based all-in-one solutions, he says.
Van Staden notes that there is particularly keen interest in cloud-based and AI-enabled solutions that allow for in-depth analysis of customer sentiment and market trends and that support proactive customer service.
“Depending on local conditions, companies in the region are looking to either consider private cloud or a cloud solution such as our PureCloud offering,” he said.
“We see particularly strong demand for cloud or hosted solutions into Africa, where there are skills shortages, rapid time to value is a key and a critical priority. Companies in Africa are looking for innovative solutions with a compelling total cost of ownership and a proven ROI model.”