ZaiLab Leading Change in the BPO Industry

ZaiLab Cape Town Office Interior Portside Cape Town CBD

The Interior of Zailab’s futuristic offices in the Portside Tower, Cape Town CBD.

Ever wondered why the 10th floor of Cape Town’s tallest building looks different to the rest of the property at night? It’s the unique lighting system of software- and hardware-development company ZaiLab – an emerging leader in the design of innovative contact-centre and communications solutions. Portside is home to the company’s African operation, with its futuristic office interior and dynamic lighting system reflecting the company’s forward-thinking and innovative culture. In an interview with ZaiLab CEO Nour Addine Ayyoub, we learned more about the change ZaiLab is leading in the business process outsourcing (BPO) industry in South Africa.

The Importance of the BPO Industry to the Western Cape

Companies operating in the BPO and contact-centre industries have contributed significantly towards job creation in the Western Cape. Baker Street Properties and Cape Town Executive Mayor Patricia de Lille welcomed the first African office of multinational BPO firm EXL to the 17th floor of Portside in 2015, which contributed another 350 new jobs to the Mother City.

The industry is regulated by trade association and networking body Business Process Enabling South Africa (BPESA), which designed its membership programme on best international practices. It is also the only industry body funded by the City of Cape Town and the Provincial Government of the Western Cape. ZaiLab has been a member of BPESA for around a year now, and is regarded as a catalyst for change in the industry.

Cape Town is a preferred office location for the BPO industry. Learn more on how BPO firms are impacting the real estate sector in our latest report by clicking here

ZaiLab Empowers Teams with Pioneering Technology

With a focus on innovative cloud-based contact-centre and communications solutions, ZaiLab adds significant value to operators in the BPO industry through artificial intelligence technology and learning algorithms that optimise and personalise customer experience. Perhaps most importantly, the technology empowers employees with the information to best perform their roles. According to Ayyoub, there is still much room for growth in South Africa – with people at centre focus: “Our software does not replace humans, but instead acts as an enabler to enhance employee performance and satisfaction.”

ZaiLab also focuses on the needs of SMMEs and community centres. The company is currently collaborating with Delft-based community organisation Zoë Incubation Centre to set up a high-tech contact centre in the area using Cell C’s fibre Internet infrastructure. “This is another example of where ZaiLab acts as an enabler, creating jobs and increasing value to the home agent,” Ayyoub adds.

Cape Town the Perfect Business Location for ZaiLab

Portside Tower Cape Town CBD

The Portside Tower, home to ZaiLab in Cape Town. The Property is Proudly Managed by Baker Street Properties

 

With human capital at the heart of ZaiLab’s positioning as an industry leader, being based in Cape Town – not to mention the city’s tallest building – allows the company to leverage quality local talent in technology. Ayyoub concludes, “The Cape Town CBD as a business location is in line with world-class standards, with a significant talent pool in technology. We looked for the most iconic property in Cape Town and decided on Portside to reaffirm the company’s global positioning and commitment to sustainability reflected in Portside’s green building practices.”

To learn more about ZaiLab, click here.

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