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iSON Xperiences Commended by Frost & Sullivan for its Rapid Growth in the African BPO Market

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Based on its recent analysis of the African business process outsourcing (BPO) market, Frost & Sullivan recognises iSON Xperiences with the 2019 African Company of the Year Award for its focus on developing the domestic African BPO markets. It has grown to be almost five times the size of its nearest competitor in Africa in terms of revenue and head count. The company believes that Africa can match India’s competency in BPO, IT, and ITES through high employment generation, greater focus on skills training and development, aggressive capacity building, and direct government intervention.

“iSON is bolstering its high-tech capabilities in digital areas such as analytics and Artificial Intelligence (AI) as well as fostering human talent that can implement the latest tech solutions,” said Frost & Sullivan analyst Stephen Loynd. “The company is extremely knowledgeable about its clients and the specific objectives they have in terms of operations and in achieving the best possible CX. And it appears that iSON is well-poised to replicate its telecom industry success in other industry verticals.”

iSON grew from a single-country, single-sector provider into a multi-sector company with core expertise and capabilities in telecom, banking & financial services, government, retail, education, manufacturing, and oil & gas. It evolved very early from a call center services provider to an end-to-end customer experience partner that aims to offers a seamless experience to end customers. Headquartered in Dubai, it has regional headquarters in Nairobi, KenyaLagos, NigeriaCairo, EgyptDurban, South Africa; and New Delhi, India, with support from 18,000 employees in 30-plus centers across 16 countries.

iSON’s platform is enabled for advanced digital capabilities such as AI-based chatbots with multi-channel integrations, and robotic process automation (RPA). It also features Big Data and social media analytics services as well as voice biometrics and speech analytics capabilities. The efficiency of its operations allow it to deliver a high level of omni-channel customer experience management (CEM). Meanwhile, it provides manual, assisted, and automated customer experience through voice and non-voice formats. Significantly, it offers services in locations that have not been tapped by other providers. For example, the company offers French clients services in the Democratic Republic of Congo (DRC), Chad, and Madagascar. These countries can generate as much as 30 percent cost savings and service levels comparable with centres in MoroccoAlgeria, and Tunisia.

“iSON’s brand continues to grow in prominence. No other provider in this space is as closely associated with the ‘Africa Rising’ story as iSON Xperiences is,” added Stephen Loynd. “The company is uniquely present all across the African continent — in Burkina FasoGhanaKenyaLiberiaMalawiNigerNigeriaRwandaSouth SudanSouth AfricaTanzaniaUganda, and Zambia. And it obviously takes pride in promoting local talent. This company’s strategy, along with its technology-based growth, has positioned it for further success.”

Each year, Frost & Sullivan presents a Company of the Year award to the organization that demonstrates excellence in terms of growth strategy and implementation in its field. The award recognizes a high degree of innovation with products and technologies, and the resulting leadership in terms of customer value and market penetration.

Frost & Sullivan Best Practices awards recognise companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research to identify best practices in the industry.

 

SOURCE Frost & Sullivan

Fintech

Central banks and the FinTech sector unite to change global payments space

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The BIS, along with seven leading central banks and a cohort of private financial firms, has embarked on an ambitious venture known as Project Agorá.

Named after the Greek word for “marketplace,” this initiative stands at the forefront of exploring the potential of tokenisation to significantly enhance the operational efficiency of the monetary system worldwide.

Central to this pioneering project are the Bank of France (on behalf of the Eurosystem), the Bank of Japan, the Bank of Korea, the Bank of Mexico, the Swiss National Bank, the Bank of England, and the Federal Reserve Bank of New York. These institutions have joined forces under the banner of Project Agorá, in partnership with an extensive assembly of private financial entities convened by the Institute of International Finance (IIF).

At the heart of Project Agorá is the pursuit of integrating tokenised commercial bank deposits with tokenised wholesale central bank money within a unified, public-private programmable financial platform. By harnessing the advanced capabilities of smart contracts and programmability, the project aspires to unlock new transactional possibilities that were previously infeasible or impractical, thereby fostering novel opportunities that could benefit businesses and consumers alike.

The collaborative effort seeks to address and surmount a variety of structural inefficiencies that currently plague cross-border payments. These challenges include disparate legal, regulatory, and technical standards; varying operating hours and time zones; and the heightened complexity associated with conducting financial integrity checks (such as anti-money laundering and customer verification procedures), which are often redundantly executed across multiple stages of a single transaction due to the involvement of several intermediaries.

As a beacon of experimental and exploratory projects, the BIS Innovation Hub is committed to delivering public goods to the global central banking community through initiatives like Project Agorá. In line with this mission, the BIS will soon issue a call for expressions of interest from private financial institutions eager to contribute to this ground-breaking project. The IIF will facilitate the involvement of private sector participants, extending an invitation to regulated financial institutions representing each of the seven aforementioned currencies to partake in this transformative endeavour.

Source: fintech.globa

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TD Bank inks multi-year strategic partnership with Google Cloud

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TD Bank has inked a multi-year deal with Google Cloud as it looks to streamline the development and deployment of new products and services.

The deal will see the Canadian banking group integrate the vendor’s cloud services into a wider portion of its technology solutions portfolio, a move which TD expects will enable it “to respond quickly to changing customer expectations by rolling out new features, updates, or entirely new financial products at an accelerated pace”.

This marks an expansion of the already established relationship between TD Bank and Google Cloud after the group previously adopted the vendor’s Google Kubernetes Engine (GKE) for TD Securities Automated Trading (TDSAT), the Chicago-based subsidiary of its investment banking unit, TD Securities.

TDSAT uses GKE for process automation and quantitative modelling across fixed income markets, resulting in the development of a “data-driven research platform” capable of processing large research workloads in trading.

Dan Bosman, SVP and CIO of TD Securities, claims the infrastructure has so far supported TDSAT with “compute-intensive quantitative analysis” while expanding the subsidiary’s “trading volumes and portfolio size”.

TD’s new partnership with Google Cloud will see the group attempt to replicate the same level of success across its entire portfolio.

Source: fintechfutures.com

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MAS launches transformative platform to combat money laundering

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The MAS has unveiled Cosmic, an acronym for Collaborative Sharing of Money Laundering/Terrorism Financing Information and Cases, a new money laundering platform.

According to Business Times, launched on April 1, Cosmic stands out as the first centralised digital platform dedicated to combating money laundering, terrorism financing, and proliferation financing on a worldwide scale. This move follows the enactment of the Financial Services and Markets (Amendment) Act 2023, which, along with its subsidiary legislation, commenced on the same day to provide a solid legal foundation and safeguards for information sharing among financial institutions (FIs).

Cosmic enables participating FIs to exchange customer information when certain “red flags” indicate potential suspicious activities. The platform’s introduction is a testament to MAS’s commitment to ensuring the integrity of the financial sector, mandating participants to establish stringent policies and operational safeguards to maintain the confidentiality of the shared information. This strategic approach allows for the efficient exchange of intelligence on potential criminal activities while protecting legitimate customers.

Significantly, Cosmic was co-developed by MAS and six leading commercial banks in Singapore—OCBC, UOB, DBS, Citibank, HSBC, and Standard Chartered—which will serve as participant FIs during its initial phase. The initiative emphasizes voluntary information sharing focused on addressing key financial crime risks within the commercial banking sector, such as the misuse of legal persons, trade finance, and proliferation financing.

Loo Siew Yee, assistant managing director for policy, payments, and financial crime at MAS, highlighted that Cosmic enhances the existing collaboration between the industry and law enforcement authorities, fortifying Singapore’s reputation as a well-regulated and trusted financial hub. Similarly, Pua Xiao Wei of Citi Singapore and Loretta Yuen of OCBC have expressed their institutions’ support for Cosmic, noting its potential to ramp up anti-money laundering efforts and its significance as a development in the banking sector’s ability to combat financial crimes efficiently. DBS’ Lam Chee Kin also praised Cosmic as a “game changer,” emphasizing the careful balance between combating financial crime and ensuring legitimate customers’ access to financial services.

Source: fintech.global

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