List of ZaiLab Contact Centre as a Service Customers
Cape Town, 7405,
South Africa
Since 2010, our global team of researchers has been studying ZaiLab Contact Centre as a Service customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased ZaiLab Contact Centre as a Service for Call Center from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using ZaiLab Contact Centre as a Service for Call Center include: Simply Finance, a South Africa based Insurance organisation with 60 employees and revenues of $8.0 million, CompareGuru South Africa, a South Africa based Insurance organisation with 30 employees and revenues of $5.0 million, askOsca South Africa, a South Africa based Professional Services organisation with 125 employees and revenues of $1.0 million and many others.
Contact us if you need a completed and verified list of companies using ZaiLab Contact Centre as a Service, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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askOsca South Africa | Professional Services | 125 | $1M | South Africa | ZaiLab | ZaiLab Contact Centre as a Service | Call Center | 2018 | n/a |
In 2018, askOsca South Africa implemented ZaiLab Contact Centre as a Service, a Call Center solution, to support its BPO and customer service operations in South Africa. The deployment was applied to multichannel lead-generation and contact-centre workflows and is reported to improve agent productivity and omnichannel handling.
The implementation centers on multichannel contact handling, a centralized agent desktop, and orchestration of inbound and outbound lead-generation workflows. Based on ZaiLab's CCaaS feature set, the deployment likely leverages workforce management, speech analytics, and intelligent routing to support scheduling, queue prioritization, and quality monitoring.
Operational coverage is focused on customer service and lead-generation business functions across askOsca's South Africa operations, with the platform enabling remote agent access and unified handling of voice and digital channels. Specific integrations with CRM or telephony systems are not specified in the source, the architecture aligns with cloud hosted Call Center models to provide scalability and omnichannel routing.
Governance emphasizes contact-centre workflow configuration, agent performance monitoring, and queue management to sustain lead-generation and service processes. The cited implementation outcome is improved agent productivity and enhanced omnichannel handling through ZaiLab Contact Centre as a Service.
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CompareGuru South Africa | Insurance | 30 | $5M | South Africa | ZaiLab | ZaiLab Contact Centre as a Service | Call Center | 2018 | n/a |
In 2018, CompareGuru South Africa appears in ZaiLab's typical-customer listing and is presumed to use ZaiLab Contact Centre as a Service for insurance-comparison customer support workflows. The implementation is aligned with the Call Center category and is focused on omnichannel customer interactions across voice and digital channels.
ZaiLab Contact Centre as a Service deployments typically provide core Call Center modules such as contact routing, agent desktop, session and queue management, and analytics. Module usage including speech analytics and intelligent routing is inferred from ZaiLab's CCaaS feature set and would support automated call distribution and contextual channel routing. This configuration supports contact workflow orchestration and work distribution appropriate for a small customer support operation.
Operational scope for CompareGuru South Africa concentrates on customer support and inquiry handling for its insurance-comparison services within South Africa, with emphasis on omnichannel routing and agent-assisted resolution. Governance and process alignment would center on contact handling workflows, queue strategies, and agent routing rules to integrate Call Center capabilities with insurance-comparison business functions. The listing of CompareGuru in ZaiLab materials positions the company within ZaiLab's customer profile for CCaaS implementations in the region.
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Simply Finance | Insurance | 60 | $8M | South Africa | ZaiLab | ZaiLab Contact Centre as a Service | Call Center | 2018 | n/a |
In 2018, Simply Finance implemented ZaiLab Contact Centre as a Service to support customer-facing contact centre and CRM activities in South Africa. The deployment was targeted at handling policy enquiries and callbacks and serves as the primary Call Center platform to improve responsiveness for customer service interactions.
The ZaiLab Contact Centre as a Service implementation incorporates Call Center capabilities commonly associated with CCaaS offerings, with inferred configuration of IVR, call recording and chatbot-enabled routing based on vendor capabilities. Configuration work centered on interactive voice menus, queue-based agent routing, callback scheduling and agent desktop orchestration to manage policy enquiries, while call recording was configured to capture customer interactions for operational review and compliance needs.
Architecturally the solution follows a cloud-hosted CCaaS model, provisioning cloud telephony and agent seats for inbound and outbound workflows across Simply Finance's South African operations. Operational scope covered customer service and policy administration teams, delivered through phased agent onboarding and scripting updates to align workflows with insurance contact handling, and emphasized recorded interactions and automated routing to increase responsiveness.
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