First of all it is necessary to say that South Africa is one of the most technologically contries on the entire African continent. Its tech resources are expanding and the internet users are increased from 2.4 million in 2000 up to 5 million in 2008, until 12.3 in 2012 (34% of population).
This represents the highest penetration for all African countries, after Morocco (55%) and Egypt (44%).
In South Africa connectivity challenges are preventing companies from fully grasping and integrating contact centres and cloud computing say experts.
According to Gartner, South African IT spending on data centre systems will grow by 1.2% this year to R8.1 million.
How is the situation in South Africa about connectivity?
Hyper-cloud service providers such as Amazon Web Services, Microsoft and Google have also been moving into the cloud-based contact centre environment, offering the added benefits of Artificial Intelligence (AI) and automation.
Jed Hewson, Director of 1Stream said that “In South Africa, connectivity is still a major factor hampering the adoption of cloud technology. Although the cost of data is falling, there is still some way to go.”
The IDC’s Worldwide Quarterly Cloud IT Infrastructure Tracker, released in July, states that global spending on off-premises cloud IT infrastructure will grow at an annual compound rate of 11% to reach US$45.7bn by 2021.
This is happening at a time when the traditional telephony platforms “cannot cope with the myriad of ways customers now expect to engage” as live webchat, social media and email are increasingly driving customer engagement with brands.
It is far more cost efficient to run these services via a cloud-based technology solution, which can integrate all channels into one reporting system to better serve the customer and manage the productivity of the employees.
However, this country is one of the best examples in Africa for technology penetration rate.