The South African contact centre industry is experiencing significant transformation as more organisations adopt cloud-based solutions. These include hosted, virtual and Contact-Centre-as-a-Service (CCaaS) solutions. Despite this, a significant number of organisations continue to operate on-premise contact centre solutions owing to concerns around security, risk associated with business continuity and industry requirements.

ITWeb is conducting a survey on the current status of contact centres in South Africa.

In this survey, we examine, among other things:

1. Does your company operate its own contact centre?
2. What is the size of your contact centre?
3. Is your company contact centre centralised or distributed?

We also ask whether the contact centre is omnichannel, which customer interaction channels and features are used and the three main challenges when moving to an omnichannel contact centre.

By completing the questionnaire and leaving your contact details, you stand a chance to win a Takealot voucher to the value of R3 000. The detailed results of the survey, and the prize winner, will be published on ITWeb.

Thanks for participating!

DEFINITIONS

Please read the following definitions before proceeding:

Contact Centre

A customer service / support, sales or debt collection department which interacts with (potential) customers through a variety of communication media, including voice calls, social media, e-mail and direct web site interface.

Hosted Contact Centre

A contact centre managed by the organisation making use of the contact centre, with the hardware and software infrastructure located not on the organisation’s premises (on-site) but rather at a third party ICT service provider’s premises (in the cloud).