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BPO sector attracts big IT spenders
Posted on: 06-Aug-2012         Source: thebftonline.com
The emerging Business Processing Outsourcing (BPO) sector and the educational system have attracted one of the high-profile business communication service and collaboration system providers to locate its business unit in the country.

Avaya, the world’s leading communication service and equipment provider, has identified Ghana as one of the hotspots on the continent to do business as it plans to open its fifth African business centre by the end of the year.

As a result, the Managing Director of Avaya Africa operations, Hatem Hariri, last week visited the country at the invitation of its local partner, Raycom Technologies, to meet businesses that could utilise its equipment to improve and enhance the efficiency of their operations.

Mr. Hariri, who is impressed with the quality and attractiveness of the country’s educational system, said: “The reason why we have a huge potential here is that the Ghanaian market today is full of educated people. Also, many nationals from other West-African countries have come into the country to further their education, which shows the value that the educational system holds for the continent.

“And since graduates always seek the latest technology to improve business processes, we want to position ourselves strategically to meet their needs.

“Also, the government has shown commitments to invest more into technology infrastructure developments to grow the BPO sector, which serves as the contact centre of most businesses in the world. Because of that, we see there is a lot of potential to provide applications and devices to support the BPO sector: from the networking infrastructure to IP telephony technologies.”

Avaya, which has achieved an over-400 per-cent growth over the last three years, is recognised by industry and technology experts as a world-leader in Unified Communications and Enterprise Telephony, Contact Centres, Enterprise messaging, Range audio conferencing, and Hardware maintenance.

Recently, the company signed a five-year agreement with Bharti Airtel to provide contact centre technology and managed services designed to increase the performance, reduce the costs and accelerate the transformation of Airtel’s customer service experience.

Mr. Hariri said Small & Medium Enterprises in the country can also utilise Avaya’s technologies to make them cost-efficient.

“The reduction of cost that it brings to SMEs is achieved through mobility, flexible work schedule and enhancing customer experience. And based on the calculations that we have done, businesses can reduce their costs about 30 percent by using our systems,” he said.

By Evans Boah-Mensah