Contact Center Industry News

TMCNet:  In Africa, mobile is the new gold [ITWeb]

[September 01, 2014]

In Africa, mobile is the new gold [ITWeb]

(ITWeb Via Acquire Media NewsEdge) In Africa, mobile is the new gold.

Mobile technology has become a game-changer in many parts of Africa, with cellphones being used for everything from transferring money to providing healthcare information.

According to Toby Shapshak, publisher and editor of the South African Stuff Magazine, in his TED talk ( on mobile technology in Africa, 'Mobile is the new gold', and rather than being a mobile-first continent, Africa can be considered to be a 'mobile-only continent'. This very same phrase headlined CNN's mobile-opinion piece from Shapshak, where he boasted: "Already, 80% of the world's mobile money transactions are happening in East Africa… the epicentre of mobile innovation." This is not only an opinion that is being shared by Shapshak; the entire world seems to be talking about Africa's mobile revolution. In a report on How Africa's mobile revolution is disrupting the continent (, CNN looked at how, in a little over a decade, Africa has become the world's second most connected region by mobile subscriptions, has shown the fastest growth in mobile subscribers in the world, and according to Informa Telecoms, will most likely hit one billion mobile subscriptions by 2015.

Much has been written about M-PESA' ( success in Kenya – a true global success story with over 18 million active users – but there are so many start-ups revolutionising the mobile scene in this innovative continent. Take a look at some of the top mobile start-ups in Africa her ( (

At Grove (, mobile is at the heart of innovation. Over the last two years, Grove has seen a massive surge in both the development and uptake of innovative mobile solutions within the African enterprise environment. Processes are becoming mobilised and new solutions are being developed that allow for cost-effective, efficient and easy to deploy mobility. There is no denying it: Africa has long been ready to take charge of this new mobile wave.

Grove's mobile app development platform (, which focuses on B2E (business-to-employee), B2B (business-to-business) and B2C (business-to-consumer) mobile apps have been adopted by companies such as On the Dot, replacing paper-based processes with mobile developments, including electronic proof of delivery and sign-on glass. Grove has seen companies reduce their costs drastically, eliminate paper-based errors, improve efficiency and free up IT to do more with their time.

"People are solving real problems in Africa because we have to, because we have them. And when we solve real problems, we solve them for the rest of the world. Toby Shapshak" Recently, one of Grove's newly developed mobile apps won a Mobile App Award through the MTN App of the Year ( competition. The app submitted was developed for a sales company, Maxidor (, as a mobile business tool for the use of Maxidor's internal sales people, and its agents and distributors. The purpose of the app was to digitise and mobilise the traditional paper-based sales order process, and positively impact on the overall customer experience. The app has also help effect reduced business operational costs on consumables and human resources, and provided the ability for analytical insight into sales performance and sales trends.

It is evident that in Africa enterprises are hungry for new technology, innovation and movements forward. Grove is extremely excited about this era and what it holds for the overall enterprise market. Innovation is truly at the heart of Africa.

(c) 2014 ITWeb Limited. All rights reserved. Provided by SyndiGate Media Inc. (

[ Back To Cloud Contact Center's Homepage ]


Featured Resources

Featured Report
Millennial Research on Customer Service Expectations

Millennial Research on Customer Service Expectations

The "why" behind this research is simple: our clients recognize that different generations bring different expectations, varied communication preferences and new customer service patterns to the customer experience...
Featured Report
Optimizing the Customer Experience through Cloud Contact Centers

Optimizing the Customer Experience through Cloud Contact Centers

Adoption of cloud contact centers is on the rise. Findings from Aberdeen's January 2014 'Public Cloud vs. On-Premise: How to More Effectively Deploy a Cloud Center' study shows that 31% of contact centers are deployed in the cloud, and our related blog post highlights that companies anticipate their adoption of cloud technology to rise further throughout 2014...
Featured Report
Aberdeen report

Aberdeen Report: Cloud for Mid-Sized Contact Centers – What You Must Know

Cloud Technology is opening new doors for many businesses. However, it does so only when it's combined with the use of best practices and key technology enablers. This document highlights the adoption of cloud technology by mid-size contact centers and illustrates the reasons driving their investments...
Featured Whitepaper
Aberdeen report

Seven Critical Capabilities to Demand From Your Cloud Contact Center Provider

To deliver a world-class customer experience, your contact center must be flexible and reliable, while providing all the tools agents and supervisors need to manage their workflows. Here are seven critical capabilities to look for when deploying a contact center in the cloud...
Featured Webinar

Contact Center Economics and the Cloud

Together, Bob and Drew will help you understand the economic value of upgrading technology, important business and financial considerations, and how to compare total cost of ownership of a premises vs. cloud or hosted solution. Watch the webinar on-demand now...
Featured Datasheet
Zipwire Cloud Contact Center

Zipwire Cloud Contact Center

The appeal of moving services to the cloud is obvious. Cloud services offer reliability and robust feature sets without the need to implement or maintain complex contact center infrastructure. The Zipwire™ cloud-based contact center allows businesses to leverage the flexibility and cost savings of cloud architecture while offering a seamless, first-class customer experience...