Amazon: Leveraging South Africa for Offshoring Customer Relationship Management

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Tuesday, October 16, 2012
11:00 AM - 12:00 PM EDT
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Amazon: Leveraging South Africa for Offshoring Customer Relationship Management

South Africa's value as an offshore destination has flown under the radar until now – but new Government and industry initiatives are set to change this, and Amazon is a prime example of an organization that has grasped the opportunity by setting up a Customer Service centre in Cape Town.

Join this webinar to learn about opportunities, growth trends, and vertical market sectors impacted as South Africa emerges as a viable BPO contender. Its cultural affinity to the Commonwealth and a strong culture of employee loyalty define its services delivery. Analyst firm Ovum will present research on the future of sourcing and CRM in Cape Town – and evaluate Cape Town’s BPO value proposition against that of other locations.

Webinar highlights will include Amazon’s CRM delivery model; an analysis of CRM offshoring in Cape Town (growth and vertical shift trends); a SWOT analysis of Cape Town’s capabilities; and global service delivery recommendations from Ovum.

Amazon will discuss why it chose South Africa:

  • South Africa offers world-class customer service to Amazon's customers, making it an important part of the company's global service delivery strategy.
  • South Africa’s affiliation to European time zones and the ability to provide support to the US during night hours.
  • Language diversity: the South African centre can support a large number of languages from one location.

Ovum’s coverage of the global offshoring /outsourcing and services market takes into account trends across all aspects of IT and BPO functions – specifically enterprise service procurement, geographic market sizing, and vendor offering assessments.

Attend this webinar to gain both tactical and strategic insight into an ever-changing industry.

Presenters:

Peter Ryan
Lead Analyst, BPO & Contact Center Outsourcing
Ovum

 Peter leads the BPO research within Ovum’s IT Services practice, having started at Datamonitor, Ovum’s parent company, in 2003. His within BPO/CRM includes company profiling, offshore and outsourcing, self-service technology and speech solutions, national and sectoral market segmentation/sizing, internal and external customer satisfaction, commercial online content analysis, and economic analysis. He has written extensively on call centers in EMEA, Eastern Europe, North and South Africa, and Canada, as well as on investment in voice applications and enterprise software market events.   


Ed Thomas
Senior Analyst, IT Services
Ovum

 Ed is a senior analyst within the Ovum IT Services team. His areas of focus include BPO (especially within the knowledge process outsourcing area), the IT services markets of the Middle East and Africa region, and global delivery models. In addition, he is responsible for maintaining Ovum’s IT Services Contracts Analytics tool. He has written numerous market dynamics reports on specific areas of the IT services market and covers a range of IT outsourcing, consulting and BPO trends, including M&A activity, contract awards, and results analysis. Most recently, Ed has covered growth opportunities in the legal process outsourcing market; alternative global sourcing locations (North Africa); the development of the IT services market in the United Arab Emirates; and trends in knowledge process outsourcing. He produces regular analyses on trends in IT services contract signing activity.  


Gareth Pritchard
CEO, BPeSA Western Cape
Business Process enabling South Africa

 Gareth Pritchard has been involved in BPO since 1998 in Europe, India and South Africa. As Managing Director of Lufthansa Process Management GmbH, his company organised the transfer of travel related processes offshore, to India and to South Africa.He established a Lufthansa BPO operation in 1998 in Cape Town (subsequently bought by Teleperformance, one of the world’s largest operators of call centres). As Managing Director of Teleperformance (South Africa) Gareth oversaw the expansion of the call centre to over 600 seats.He joined the BPeSA board in 2008 and took on the role of BPeSA Western Cape CEO in November 2010. He is primarily responsible for engaging with the international community to explain the South African value proposition and to facilitate introductions to leading stakeholders. Gareth is also responsible for creating the right BPO talent pool in the South African market.