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Cape Town, South Africa, 2008/04/29 - Equipment suppliers in the South African contact centre market have many reasons to feel upbeat about their prospects, as end users are slowly maturing in their choice of products.
Suppliers are also working to increase the adoption of essential, but often overlooked services such as voice over internet protocol (VoIP) and IP-enabled services to expand their market.
New analysis from growth consulting company Frost & Sullivan (contactcenters.frost.com), South African Contact Centre Equipment Suppliers Competitive Profiles, finds that contact centre suppliers are particularly set to increase their presence in small and micro contact centres.
"The contact centre equipment market is characterised by suppliers anticipating consumer needs rather than meeting an existing demand," says Frost & Sullivan Research Analyst Spiwe Chireka. "Companies generate demand for their products by introducing innovative features and value-added services, while the accelerated growth in the number and size of contact centres has also been a major driver."
The dominance of large international brands in the high-growth South African market has fostered intense competition. Decreasing product differentiation has also been a contributing factor.
To expand in the market, companies could consider collaborating with the government in its promotion of the contact centre sector and business process outsourcing (BPO). Equipment suppliers could also act as technology partners for operators setting up operations in South Africa.
"Several companies are also strategising to extend their footprints in the lucrative and rapidly growing small to micro contact centre market, especially since the high-end market is almost saturated," notes Chireka. "However, this end-user sector is often financially constrained, making it a cautious buyer of contact sector equipment."
Operators need to take stock of this situation and create models that are suited to this sector. They could also offer technology rentals or easier payment plans to overcome customer apprehension. The biggest gainers in this sector are likely to be the local suppliers, since they will have a cost advantage over their international counterparts.
If you are interested in a virtual brochure, which provides manufacturers, end users and other industry participants with an overview of the South African Contact Centre Equipment Suppliers Competitive Profiles, then send an email to Patrick Cairns, Corporate Communications, at pcairns_pr[.]frost.com, with your full name, company name, title, telephone number, fax number and email address. Upon receipt of the above information, an overview will be sent to you by email.
South African Contact Centre Equipment Suppliers Competitive Profiles is part of the Contact Centres Growth Partnership Service programme, which also includes research in the following markets: South African Hosted IP services markets, unified messaging and communications market in South Africa and strategic overview of the South African open source market. All research services included in subscriptions provide detailed market opportunities and industry trends that have been evaluated following extensive interviews with market participants. Interviews with the press are available.
Frost & Sullivan, the Growth Partnership Company, partners with clients to accelerate their growth. The company's Growth Partnership Services, Growth Consulting and Growth Team Membership empower clients to create a growth focused culture that generates, evaluates and implements effective growth strategies. Frost & Sullivan employs over 45 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from more than 30 offices on six continents.
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