South Africa's VoIP sector is booming

Telemarketing, customer service and call centre operations in South Africa are going strong. This is largely due to the established and ever-expanding network of fibre optic cables that are used for voice over internet protocol (VoIP) calls. Every year, more enterprises shift away from traditional copper landlines to VoIP telephony due to the vast improvements in call quality and reliability.

Cloud voice services are growing by 12% in South Africa every year as a result of higher cloud adoption and digital transformation initiatives. VoIP still plays a major role in omnichannel and unified communications for enterprises, which have become preferred communications models for many successful companies.

According to a report by BusinessTech, the local call centre industry has grown by nearly 30% over the past five years and it now employs over 210 000 people. The industry continues to be a significant driver of job creation and economic growth in South Africa.

The increase in international call centre contracts, particularly from the UK and the US, has contributed to this growth, as South Africa offers cost-effective solutions, English proficiency, and a favourable time zone for servicing these markets.

The South African market continues to utilise voice communications in combination with video collaboration, which means that traditional landlines are becoming obsolete. SEACOM offers cloud-based voice services and contact centre as a service (CCaaS) to large companies in South Africa. These services leverage cloud private branch exchange (PBX) to provide flexible and reliable VoIP solutions.

Benefits of VoIP for business

VoIP calls utilise fibre optic connectivity and the internet to transmit voice data. This technology offers several advantages for large companies. Firstly, VoIP calls are cost-effective. Since voice data is transmitted over the internet, there are no additional costs for long-distance or international calls. This is especially beneficial for companies with global operations, as it can significantly reduce their communication expenses.

Secondly, VoIP calls provide greater flexibility and scalability. With VoIP technology, large companies can easily scale their communication systems to accommodate their growing needs. Adding or removing phone lines and extensions can be done quickly and without any added hardware or complicated setup. This flexibility is essential for rapidly expanding call centre operations, where the number of agents can vary depending on the campaign or season.

Furthermore, VoIP calls offer advanced features that enhance productivity and customer service, including call forwarding, call routing, auto-attendant and interactive voice response (IVR) systems that enable call centres to handle a high volume of calls efficiently. This leads to improved customer satisfaction and a streamlined call centre operation.

Working with a connectivity and VoIP provider

SEACOM is a leading connectivity and communications provider in South Africa and has been at the forefront of supporting the VoIP sector and its growing needs. We offer reliable and high-quality VoIP telephony solutions that leverage our robust fibre connectivity network. By partnering with SEACOM, businesses can ensure crystal-clear voice quality, uninterrupted connectivity and advanced call management features.

Our CCaaS product is called Smartz. This is a cloud-based omnichannel communication platform that ensures professional support to your customers. It allows enterprises to make use of advanced software, but only that which they need. This reduces costs and the reliance on internal IT support.

In addition, our fibre connectivity provides the necessary bandwidth and stability required for call centres to handle heavy call volumes efficiently. Our dedicated support team ensures minimal downtime and prompt assistance in case of any technical issues, allowing call centres to operate seamlessly and meet their service level objectives.

VoIP remains a cost-effective communications tool and is likely to be a major part of an enterprise’s communications arsenal for a while to come. The VoIP sector in South Africa is experiencing significant growth and these calls are playing a crucial role in enabling efficient and cost-effective communication for large companies.

By partnering with SEACOM, companies can leverage their expertise and cutting-edge technology to support their communication needs and capitalise on the booming call centre industry in South Africa. For more information about our VoIP services or to get a quote, email us at marketing@seacom.com or leave us a message.

SEACOM owns Africa’s most extensive network of information and communications technology (ICT) infrastructure, including subsea cables and secure internet connections. We offer a diverse range of flexible, scalable and high-quality solutions for businesses that meet world-class standards for connectivity.

SEACOM is privately owned and operated, making it agile and adaptable to the needs of the customer. This makes us the preferred ICT and internet connectivity partner for African businesses and peripheral service providers. We can guarantee high-speed, low-latency and secure internet connections to corporates and small enterprises.

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