Financial Services
National mortgage lender
40% AHT reduction
Migrated end-to-end onto Genesys Cloud with omnichannel routing.
About Safricloud
Africa's CX & Genesys Cloud Premier specialists.
Africa's trusted customer experience and Genesys Cloud Premier partner. We design, deploy and optimise contact centre solutions that deliver measurable CX outcomes.
Turning customer experience into results you can measure.
- Cloud contact centre solutions engineered for the real world — not the demo.
- Proudly African thinking, global best-practice execution.
- Better customer experiences that lead to better business outcomes.
- Years
- 10+
- Sectors
- 11
- Countries
- 19
- Support
- 24/7
Sectors we support
Education, BPO, Automotive, Facilities, NPO, Retail, Government, Telco, Medical/Health, Financial, Entertainment
Built for African realities
Global platforms, local context — markets, regs, connectivity, cost.
Outcomes-led, always
If it doesn't move SLA, efficiency or CSAT, it doesn't ship.
Experts you can talk to
Senior practitioners from kickoff to year three — no handoffs.
Practical AI, responsibly applied
AI where it moves metrics. Humans where they matter. No theatre.
Locations
Head office in Durban (Mount Edgecombe), supporting clients across South Africa and into the wider African continent.
- Africa
- South Africa, Namibia, Botswana, Zimbabwe, Mozambique, Malawi, Zambia, Tanzania, Rwanda, Kenya, Nigeria, Ghana
- Europe
- United Kingdom, France, Germany, Spain, Italy
- North America
- United States, Canada
What We Do
Four pillars. One accountable partner.
Most partners focus on the technology. We focus on what changes after it's live — and stay accountable for how your CX performs across all four pillars.
People
A senior team of CX practitioners, Genesys Cloud training, accredited learnerships and the EduPower partnership building Africa's next CX workforce.
Process
CX strategy and advisory, journey design, omnichannel orchestration and the seven-step Safricloud implementation value loop.
Tech
Genesys Cloud, QContact, Cloud PBX, CX Index, QPC, EvaluAgent, SafriTalk Voice and Callbi — cloud-first platforms that integrate by design.
AI
Conversational AI, agent assist, speech analytics and automation — applied responsibly, where they move the metrics that matter.
FOUR LEVERS, ONE RESULT
Performance multiplies. It doesn't add.
Most CX budgets pour into one pillar — usually the technology — and wonder why the needle barely moves. The four levers multiply together: optimise them in isolation and the weakest one decides your ceiling. Try it.
10%People
10%Process
10%Tech
10%AI
Compound result0.01%
Untouched levers — this is where most optimisation journeys start.
People & Support
Support that goes beyond the platform.
Training & learnerships
Accredited contact centre learnerships and supervisor development, delivered in-house and at client sites.
EduPower partnership
A long-standing partnership placing trained, certified agents into live Safricloud-built environments.
Support model
24/7 platform support, named technical account managers and quarterly business reviews.
Selected client outcomes.
Gaming & Betting
Gaming and betting operator
Always-on at peak
Customer engagement engineered to hold up across event-driven traffic spikes.
Retail
National retailer
Unified service
One service operation across stores and digital, on a single orchestration layer.
Insurance
Pan-African insurer
Compliance-grade journeys
Claims and retention rebuilt with auditable routing and recording.
BPO
Learnership BPO
Workforce platform
The operational backbone powering accredited learnership placements at scale.
BPO
Outbound BPO
Dialler rebuild
Outbound operation re-engineered for compliance, contactability and yield.