GBS WORLD NEWS | WEEK 3 | DECEMBER 2023

Global customer management services provider, CCI South Africa, has launched a groundbreaking contact center in Umlazi just outside of Durban, focusing on improving commutes and job accessibility in underrepresented communities. This marks the company’s first contact center in a township, aiming to bolster employment opportunities for residents. With plans to partner with CareerBox Africa, the BPO operator seeks to extend employment prospects for motivated individuals. As part of a larger vision, CCI plans to expand from 8,000 to 20,000 positions, aligning with the South African government’s initiatives to create 500,000 cumulative new BPO jobs by 2030.

In the APAC region, rising cyber threats have spurred action among Asia Pacific businesses, with 77% reporting significant cyber incidents in the last two years. A Kaspersky study reveals a proactive shift, with over half (57%) eyeing cybersecurity outsourcing due to a scarcity of skilled IT staff. Plans involve substantial investments (34%) in third-party services and a robust 51% aiming to automate security processes, particularly in critical sectors like infrastructure, energy, and oil-gas.

USAID has pledged US$1.4 million to boost Dominican Republic’s trade via the Global Alliance for Trade Facilitation (GATF). Deputy Administrator Isobel Coleman’s announcement focuses on fostering collaboration between public and private sectors. The initiative targets enhancing MSMEs’ involvement in global trade, forging ties between local SMEs and free zone companies. The aim is to facilitate trade certification and drive sustainable economic growth. Coleman’s visit also included high-level meetings discussing bilateral cooperation and investment opportunities.

In AI news, Rakuten, a Japanese tech giant, plans to launch its proprietary AI language model, utilizing its unique data for training. CEO Hiroshi Mikitani highlighted the company’s advantage in possessing “very unique” datasets. The model aims to initially enhance Rakuten’s operations and marketing by 20%, with future plans to offer it to third-party businesses. This move aligns with efforts by major tech players globally to develop large language models, with Japanese firms aiming to bridge the gap.

Indian multinational IT services and consulting company, Tech Mahindra, has introduced a new business unit, Navixus. This new unit, part of its business process services, combines the company’s automation, analytics, and consulting skills with Eventus Solutions Group’s CX expertise. Navixus aims to offer comprehensive digital-transformation solutions, providing Contact Center as a Service (CCaaS), advanced analytics. It aims to aid businesses in addressing challenges like omnichannel interactions and evolving customer expectations.

A live video tool, Blitzz, claimed victory at the ISG Startup Challenge during the ISG Digital Business Summit. Based in California, Blitzz allows real-time customer support via smartphone camera collaboration, aligning with the evolving workplace dynamics where remote solutions are vital. The tool facilitates technical troubleshooting across various industries. The ISG event, sponsored by key industry players, highlighted tech innovations revolutionizing business operations.

Saudi Arabian SaaS startup Blink secured US$2.1 million in seed funding, with goals to accelerate growth in the Gulf Cooperation Council (GCC) region, particularly in Saudi Arabia. The investment, involving 500 Global and Global Founders Capital, focuses on digitizing micro- and SMEs, empowering them to move online and engage directly with consumers. Blink’s platform aids restaurants in expanding their online ordering channels, reclaiming up to 40% of aggregator orders, and increasing profitability by 30% amid heavy reliance on delivery aggregators post-Covid.

The global IT outsourcing market, valued at US$575.2 billion in 2023, is anticipated to reach US$827.3 billion by 2032, showcasing a 4% CAGR. IMARC Group’s report highlights drivers such as cloud-computing integration, cybersecurity focus, and digital-transformation initiatives fueling market growth. Sectors like banking, financial services and insurance (BFSI) and a strong presence in North America contribute to the market’s expansion. Key players like Accenture, Capgemini, and IBM are noted as driving industry advancements.

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Extra, extra! Our weekly news elves will be taking a hiatus, trading in our desk chairs for sleigh rides, to deck the halls and refill our inkwells. We’ll be back in the week of January 8th, with a fresh round-up of industry news.

From the GBS.World team, we wish you a very Happy Holidays!