" ITREALMS: iSON extends African reach with call center revolution

Thursday, June 30, 2016

iSON extends African reach with call center revolution

African emerging Information Technology (IT) leader, iSON Group is extending its reach with build out of call centers across Africa countries, ITRealms reports.

Currently, iSON boost of presence in 29 countries spanning 4 continents including Africa, Association of Southeast Asian Nations (ASEAN) and the Middle East, iSON Group is inarguably a market leader in its niche.

ITRealms gathered that iSON Group consists of three operating companies, namely the iSON BPO which provides outsourcing services specifically in customer service experience management, iSON Technologies the systems integrator arm and iSON Innovation and Investment (i3), which is a recent initiative launched by the Group to drive consumer internet business in Africa.

The Chairman of iSON Group, Mr Ramesh Awtaney, was quoted in a press statement made available to ITRealms by Ope Alebiosu, as saying that in Africa alone, iSON operates in 25 countries with over 10,000 employees operating in its call centers including Nigeria, Zambia, Ghana, South Sudan, Liberia, Uganda and Tanzania, with plans to build more facilities in the coming years.

“With the global awakening to more cost effective solutions, Business Process Outsourcing, with specific regard to call center management has become a cost effective solution to most customer centric organizations with the twin benefit of this being a ready-made platform for employment generation for the rising number of employable youths, with basic IT training to steer them onto a gainful career path.  

“We are responding simply to the law of demand and supply but in such a way that ‘supply’  in turn organically grows macro economies rapidly in all our host communities,” Chairman and Founder of iSON groups asserts.

“This of course has a ripple effect on not just providing a much needed service to our clients and engendering youth development and capacity but also building and sustaining our communities while encouraging urban to semi urban job shift,” he concludes.

As of 2016, Nigeria accounts for over half the call center staff working for iSON across Africa. Due to the rigorous training the company offers its staff, they are highly valuable in other verticals they migrate to, thus reinforcing iSON as a strong platform for capacity engagement and building.

iSON Group services a growing list of market leaders in their various niches i.e. Banking, Insurance Financial Services (BFSI), Telecom, Hospitality, Retail, Government, Health care, FMCG and DTH, Media and Entertainment.
The company offers its teeming customers all over the world various services such as analytics, customer experience management, voice process solution and CRM process solution.

Since its inception, iSON Group has amassed numerous awards for its BPO efforts some of which include the 2016 Great Place to Work award for ‘Best Practices’ and ‘CSR’, CIO top 100 Companies, Champions of Governance award, World Class Cup Team award from Standard Chartered Kenya, Distinguished Achievement in IT & ITES, Best Technology Vendor Top 100 Organizations Supplier Award – Zimbabwe Customer Service Week and the Global Business Excellence Awards - Outstanding IT Team.

The company continues to expand its services around Africa with new call center facilities recently launched in Ilorin and Abeokuta in Nigeria.

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