Inter-Active Technologies Chief Executive Officer Brendan van Staaden points out that 2012 saw a significant growth in the Inter-Active customer base as it welcomed an increase of over 45% to its new logo account base. "This is testament to Inter-Active Technologies' ability to deliver world-class services to the customer interaction space," he says.
Inter-Active Technologies Managing Director Jacqui van Staaden notes that, during the course of 2012, the company also introduced new product sets in the social media interaction management space, as well as adopted quality and compliance transaction recording technologies.
"We also saw the inclusion of Eyerys CEM and feedback analysis software to complete the Interaction Management Cycle and the deployment of upgraded versions of QlikView and BI mapping tools. Further complementing the CIM total solution, Inter-Active Technologies launched a full suite of video conferencing applications, which add significant value to the CIM space for reduction in costs of transacting nationally and internationally," she explains.
After adding a number of new products to its Interaction Management Suite last year, Brendan highlights the fact that 2013 will see Inter-Active Technologies placing the final touches to rounding off the total suite of Customer Interaction Management Tools.
"A single point of contact for our customers is our key driver, so no matter their choice of technology and services, Inter-Active Technologies is there to manage the total project. Our focus will also be on development of new media and home-based staff to manage customer interactions, while our cloud-based platforms will allow significant advances in satellite contact centres to uplift our communities and to provide employment in areas traditionally unexposed to local employment opportunities."
While the unrivalled innovation and service delivery excellence provided by Inter-Active Technologies to its clients is the key driver behind the recent successes of the company, Brendan adds that the significant growth of the South African business process outsourcing (BPO) industry has also played a key role. This is clearly evident in the fact that, in October 2012, South Africa was announced as the winner of the National Outsourcing Association's (NOA) Offshoring Destination of the Year Award, at a special ceremony held in London, UK.
"South Africa's BPO industry grew in 2012 where the rest of the world experienced either minimal or slight growth in the year. With a year-on-year agent growth exceeding 18.5%, the local BPO industry set the stage for growth going forward from 2012. Inter-Active Technologies experienced its own measurable growth during this period and, on the whole, it was a fantastic year for BPO in South Africa and for business growth and development within Inter-Active Technologies," he notes.
According to Jacqui, the local BPO industry was bolstered by a number of foreign acquisitions of local businesses by large offshore players, particularly in the Western Cape. "The Western Cape continued to enjoy the lion's share of around 75% of the total South African BPO space and the success of this industry is evident in the contribution of at least R4.6 billion to the region's GDP."
Furthermore, the Department of Trade and Industry has increased its contributions to support local growth initiatives, through the approval of grants, which is expected to exceed R158 million by the end of 2013. Bearing these positive industry trends in mind, Jacqui believes South Africa continues to be seen as a challenger internationally for its space in the global BPO arena.
"Many factors such as cost of service, language neutrality and optimal location, particularly in the Western Cape, have contributed to South Africa rising as a challenger to many traditional Asia-Pacific and Indian centres. Government incentives also play a major role in rendering South Africa more attractive to foreign offshoring," she adds.
As part of its 2013 expansion plans, Brendan notes that Inter-Active Technologies is already in advanced discussions with offshore customers who wish to bring their businesses to South Africa. "This approach is spearheading our commitment to the South African BPO space and leading our way into the offshore markets, which we have traditionally not been focusing on. Our platforms and staff programmes are sufficiently developed now for us to foray into these markets."
Looking further to the year ahead, Jacqui says 2013 will see the conclusion of at least three more international technology and software partnerships. "We have very exciting times ahead and, with future successes in mind, Inter-Active Technologies will also push a spirited drive to more learnerships and greater capacity for job creation throughout the course of 2013. Our education programmes and learnership initiatives are aimed at adding at least another 100 jobs in this space, and we remain committed to answering government's call for job creation," she concludes.
Share