GBS WORLD NEWS | WEEK 1 | SEPTEMBER 2024
The 12th edition of the Africa Fintech Summit took place from September 4–6, 2024, in Nairobi, Kenya. The event brought together over 1,200 African and global fintech stakeholders, featuring panel discussions, workshops, and keynotes on topics like open banking, mobile money, and blockchain. Attendees engaged in networking sessions, startup exhibitions, and a pitch competition. Participants included the likes of M-PESA, Flutterwave, Visa, and Google, with the summit continuing its hybrid format to accommodate virtual attendees.
The cloud-based customer service platform, Zendesk, has introduced an outcome-based pricing model for its AI agents, making it the first in the customer experience (CX) industry to offer this model. This new approach aligns costs with the successful outcomes delivered by AI agents, where businesses only pay for autonomously resolved issues. This flexible model aims to enhance value while supporting the growing automation of customer interactions, with AI agents included in all Zendesk plans.
itel, the Caribbean homegrown international CX provider, is expanding its presence in Jamaica to meet growth demands of two new clients in logistics and retail. As companies reduce customer support services, itel is targeting emerging sectors like startups and SMBs, alongside larger clients. The firm is also expanding AI integration into its operations.
Government services giant, Services Australia, has signed a $578 million deal with Optus to implement a CCaaS solution powered by NICE CXone, transitioning from its current Telstra-based service. The platform will handle over 55 million calls annually, modernizing the Southern Hemisphere’s largest contact center. NICE CXone offers AI solutions, workforce engagement management, and multichannel capabilities. The deployment aims to improve customer and employee experiences by 2026.
In the CALA region, TMF Group has acquired Uruguayan professional services firm Auren SC, continuing its expansion in Latin America. This acquisition follows TMF’s recent purchases of Mexican BPO providers KMC Campos y Campos and Matas Lorenzo. Auren SC, with over 30 years of local experience, adds to TMF’s capabilities in navigating regional markets. TMF, which operates in 86 jurisdictions and employs over 11,000 people, strengthens its position in offering back-office services globally.
In global news, the contact center market is projected to grow by US$ 161.73 billion from by 2027, with a CAGR of 9.33%, according to a new report from the market research firm, Technavio. Growth is driven by the rising adoption of cloud-based solutions and AI-powered tools like chatbots, improving customer experience and response times. However, challenges include managing average speed of answer (ASA) and workforce complexities. Key players include Amazon, Alphabet, Avaya, and Cisco, and North America is leading the market, contributing 34% of market growth.
