Robotics and automation technologies present new opportunities for South African organisations to redefine their Business Process Services (BPS) functions, say RAJESH SEHGAL and GAVIN HOLME of Wipro.
With robotics at the centre, organisations are able to scale faster, enter new markets or industries and become more fluid and responsive to customer needs.
Robotics is driving what we could succinctly refer to as an evolution from ‘efficiency’ to ‘effectiveness’
What does this mean?
Firstly, robotics offers far greater value than just simplifying and automating what were previously manual processes. It sets the scene for cognitive analytics: where systems start detecting patterns, learning of their own accord and providing new insights into potential business opportunities.
Secondly, it enables the smoother flow of operations in increasingly complex business ecosystems. By being able to tightly integrate internal business silos and external business partners, organisations enjoy the benefits of true collaboration.
For example, by analysing buying trends and automatically sending data to suppliers or partners, firms can optimise their supply chains and distribution networks.
Thirdly, by connecting with an organisation’s legacy systems, robotics can unearth hidden value from the data lying in this infrastructure. Tasks that were previously too complex as they required system integration, were time-consuming, or expensive for humans to perform, can now be performed at a fraction of the cost by the intelligent application of robotics.
And finally, robotics-focused BPS allows firms to elevate parts of their workforce to higher-value roles.
By detecting patterns and automatically plugging into workflow environments, BPS removes many of the lower-value operational activities from staff. Human capital resources can be devoted to higher-value strategic business management instead of operational efficiency.
Taking a broader perspective, robotics-based BPS promises to realise the vision of South Africa becoming a leading BPS outsourcing hub for the rest of the world.
Factors like local currency devaluation, strong English-language skills, similar time zones to Western Europe and good connectivity offer South Africa an excellent potential to become a net exporter of BPS skills and services.
Through our local operations and various training endeavours, Wipro is playing a catalysing role in achieving this ambition.
For example, of the 1450 Wipro staff delivering services for African customers, approximately 300 are from previously disadvantaged South African backgrounds. Wipro absorbs newly-fledged graduates and invests in rigorous business and technical training programmes and have found employment within the organisation delivering value to our customers.
This is just example of how by developing local skills, and then combining those with advancements in robotics and automation, Africa can very quickly become a premier destination for outsourced BPS services.
Whether we are discussing robotics within the organisation, or more broadly at a national level, now is the right time to seriously start considering the technology and how it can enhance the region’s companies, government departments and the economy at large.
Robotics-based BPS will continue to evolve at rapid rates over the coming years and those that adopt the technology earlier will have a clear advantage over their peers.
* Rajesh Sehgal, Global Head of Quality & Process Excellence, Wipro BPS and Gavin Holme, Country Head, Africa, Wipro Technologies
Huawei goes ultra-premium
Porsche Design and Huawei have launched the Porsche Design Huawei Mate RS in South Africa exclusive to MTN and retailing for R 26 459.
The Porsche Design Huawei Mate RS boasts features like the world’s first dual fingerprint design, including an in-screen fingerprint sensor, the world’s first Artificial Intelligence (AI) processor and Leica triple camera with 40MP image capture.
“After the overwhelming success of the Porsche Design Huawei Mate 10 Pro in South Africa, we now bring you our latest offering, a perfect blend of innovation in a smartphone and luxury design,” said Likun Zhao, Vice President of Huawei Consumer Business Group Southern Africa. “From three-point security feature including facial recognition, rear fingerprint scanner and the new innovative in-screen fingerprint to the Leica triple camera system. it culminates in an unprecedented experience for our customers.”
The device incorporates Porsche Design’s signature design language and Huawei’s breakthrough technology. The phone has a 6” 2K curved OLED screen and symmetrical look, minimalist feel and 8-edged 3D curved glass body.
High performance is symbolised by the naming of the smartphone: the term “RS” in the world of Porsche motorsport stands for outstanding racing performance.
Huawei provided the following information on The Porsche Design Huawei Mate RS benefits and features :
· The world’s first dual fingerprint scanner for enhanced convenience, allowing users to wake and unlock the device simply, thanks to an in-screen fingerprint sensor. Hover to wake the device, touch to unlock it
· The winning combination of Leica triple camera with 40MP RGB sensor technology and exceptional photography powered by Master AI. This combination puts effortless, eye-catching photography at the fingertips of those looking to immortalise their favourite moments. Combined with 5 x hybrid zoom, and the world’s first AI image stabilisation on a smartphone camera ensures photography lovers can capture the best shots with exceptional clarity in almost any situation
· The Porsche Design Huawei Mate RS is the first Huawei handset to allow quick wireless charging, making it even easier to keep the phone topped up and ready to go and, thanks to its long lasting battery, users will easily be powered through the busiest of days
· An ‘intelligent’ smartphone, the powerful AI processor automatically tailors the performance of the phone according to how it is used – constantly learning, understanding and anticipating needs, it is the perfect personal assistant for the pocket
· 256GB of internal storage means those constantly on the go and constantly on their phone can be worry free
· Dual SLS (super linear system) speakers with DOLBY ATMOS enable users to have a superior experience, with the best immersive surround sound and entertainment on the go
· Splash, water and dust resistant, which means there is no need to worry about damaging the device in the rain or accidentally dropping it in water
Jan Becker, CEO Porsche Design Group, said: “Both Porsche Design and Huawei seek to imagine and develop products that stand for precision and perfection, intelligent functionality and highly sophisticated design. Our aim was to create an outstanding device that goes one step further. We believe we have reached this goal by taking our partnership to the next level.”
Porsche Design and Huawei have worked in tandem to develop a smartphone that fuses together the two brands’ DNA, wealth of experience in design and technology, industry-leading expertise and exceptional performance. Through the use of colour in the device’s body, software themes and accessories, the new handset is accentuated with Porsche Design’s distinguished aesthetic and purist, minimalist feel.
The Porsche Design Huawei Mate RS will be available to purchase exclusively from MTN at R 26 459.
Cross-channel chat launched
Clickatell has launched a cross-channel live chat service, Touch Go, that transforms omni-channel customer care.
It enables live chat across a company’s website as well as social platforms (Twitter and Facebook) and mobile apps, bringing customer care and engagement into a single business platform.
“Today’s consumers expect to engage with your brand on the digital channel of their choosing,” says Deon van Heerden, Clickatell Engage CEO and Group CFO. “They want to message your business and instantly have queries resolved, find the information and services they are looking for, without the need for a voice call. Clickatell’s Touch Go makes that happen with the right level of capabilities for businesses of all sizes.”
Businesses can start using Touch Go immediately, with a free Starter option. Touch Go requires no credit card for sign-up and is fully featured with a simple setup process. It offers customisable branding, a unified chat desk business application as well as reports and analytics.
As the business scales up its digital customer care, it can opt-in for the Touch Enterprise offering. Touch Enterprise is designed for scaling up customer care efforts through advanced capabilities including AI driven virtual agents, sentiment analysis, automated workflows, enterprise integrations and in-channel mini-applications.
“Customer care has become a defining factor for sustained business success ” says Nirmal Nair, Clickatell Engage EVP Product & Marketing. “In an ever-increasing mobile native world, customers often choose to interact digitally, but they also expect to be able to reach a human immediately, should they need. Monitoring multiple channels and providing immediate action becomes challenging with siloed deployments. Touch’s unified solution allows businesses of all sizes to provide the customer delight in a simple modular approach.”