Altron Digital Business brings Huawei's AI Contact Centre to South Africa
Altron Digital Business has partnered with Huawei to launch the Huawei Artificial Intelligence Contact Centre (AICC) in South Africa. The goal: help support and service teams handle high volumes, deliver consistent experiences across channels and reduce operational drag.
The solution blends AI, video and true omnichannel communication into one stack. It has also been recognised at the Huawei SA Connect Awards for its approach to AI-driven customer engagement.
What the AICC brings to support leaders
- Faster response at scale: AI handles common queries and triage so agents focus on issues that need judgment and empathy.
- Omnichannel consistency: One experience across voice, chat, email, social and video-without fragmented histories.
- Operational efficiency: Automated workflows reduce manual effort, cutting queue times and costs.
- Real-time intelligence: Smarter routing and guidance keep conversations moving and first-contact resolution high.
Neville Quinton, Executive: Specialised Solutions at Altron Digital Business, said: "The Huawei AICC solution represents a significant advancement in customer experience technology. By leveraging AI and omnichannel capabilities, businesses can offer personalised and efficient service, meeting the evolving expectations of today's consumers."
"Altron Digital Business was the natural partner for this venture; they understand the local market and know how to turn powerful tech into real impact for customers," added Benedict Rono, Huawei Senior Regional Solutions Manager: Software Business.
Addressing common pain points in South African contact centres
- High costs: Automate routine tasks and streamline workflows to reduce handle time and staffing pressure.
- Slow resolution: AI-driven routing and knowledge surfacing speed up answers without sacrificing quality.
- Channel sprawl: Keep context as customers move between channels so agents don't repeat steps.
- Scalability: Support seasonal peaks and new channels without rebuilding your stack.
Why Altron is a credible implementation partner
Altron Digital Business brings nearly two decades of experience deploying and supporting omnichannel contact centre solutions. Their integration depth, post-implementation support and ability to scale across industries give teams the stability they need after go-live.
As Quinton noted: "Altron's extensive experience in the omnichannel contact centre space, combined with Huawei's innovative technology, enables us to deliver solutions that drive business growth and customer loyalty."
Practical next steps for support leaders
- Map your top 20 intents and high-volume workflows; phase automation where it will pay off quickly.
- Define your omnichannel journey and data handoff rules so context follows the customer.
- Set success metrics upfront: first-contact resolution, average handle time, deflection rate, CSAT and QA scores.
- Plan change management: agent coaching, new QA rubrics and a feedback loop to tune AI prompts and flows.
To learn more about the AICC platform, visit Huawei Enterprise's overview of its AI contact centre capabilities: Huawei AICC.
If you're upskilling your support team for AI-first operations, explore role-focused programs here: Complete AI Training - Courses by Job.
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