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Articles by CCI Global
Beyond Automation: What AI is Changing in IT Operations
Reducing the Noise in Monitoring One of the areas where we have seen a significant improvement is monitoring. Large technology environments generate a considerable number of alerts, and not all of them require the same level of attention. Duplicate alerts, temporary anomalies and low-priority events can create unnecessary noise, making it harder for teams to identify issues that may have a genuine operational impact.
AI is Already Here. The Real Challenge Is Trust
For years, discussions around artificial intelligence have centered on capability. Can AI write better content? Can it automate customer interactions? Can it improve productivity, detect fraud, analyze data, and support better decisions? Today, those questions are becoming less relevant. AI is already doing these things. The more important question is whether people trust it. The gap between adoption and trust is becoming increasingly difficult to ignore.
The evolving role of AI in business process outsourcing
By Mervyn Pretorius, Group CTO, CCI Global and Cobus Pretorius, SVP: Development, CCI South Africa Little more than a year ago, AI was widely heralded as the absolute gamechanger of business process outsourcing (BPO) – and as a potential wrecking ball for employment in the industry.
The evolving role of AI in business process outsourcing
Little more than a year ago, AI was widely heralded as the absolute gamechanger of business process outsourcing (BPO) – and as a potential wrecking ball for employment in the industry. AI was viewed as a universal solution poised to revolutionise every facet of our industry, but this was balanced by concern that such a powerful technological step forward would displace millions of agent employee positions, resulting in job losses across the industry. Today, the narrative has matured.
Cybersecurity as a Business Enabler: Why the CISO Belongs in Every AI Strategy Meeting
Artificial Intelligence is reshaping the modern enterprise at unprecedented speed, promising gains in efficiency, innovation, and decision-making. Yet, without strong cybersecurity and governance, AI adoption can expose organizations to ethical, operational, and reputational risks that far outweigh its benefits. The modern Chief Information Security Officer (CISO) is uniquely positioned to help bridge this gap, aligning AI adoption with security and compliance.
Executive Perspective: Building Cyber-Resilient Operations in Emerging and New Markets
Cyber resilience is now one of the defining challenges of the digital economy. It is not simply about protecting against attacks, it is about ensuring continuity when, not if, those attacks occur. In high-growth regions where digital transformation is accelerating faster than traditional development, resilient operations are no longer optional. They are a strategic necessity. Why Resilience Matters Now The world is shifting from reactive security to proactive resilience.
How AI is Changing the Value of People in the BPO Sector
By Mervyn Pretorius – Chief Technology Officer, CCI Global One of the most common questions asked of the Business Process Outsourcing (BPO) sector is, ‘will Artificial Intelligence take jobs from the sector?’. The answer is a resounding no. That said, it’s worth interrogating the value of this disruptive technology for the sector. We must look past the current hype cycle to establish the real value of AI in the contact centre environment.
AsiaNet - View Release
CCI Global to occupy largest contact centre in Kenya at Tatu City CCI Global, the largest international contact centre operator in Africa, will move to a purpose built, state-of-the-art office at Tatu City, creating more than 4,000 jobs for Kenyans. CCI’s facility will be developed by Gateway Real Estate Africa (GREA), a private development company specialising in turnkey construction.
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