At CPaaSAA, we believe the future of communications is built on innovation and inclusive growth. In this CPaaSAA Talks session, Kevin Nethercott, led an insightful conversation with key industry voices – Bentley Wilson from Thrivin, Richard Atherton from BT, and Thomas John from Five9 – exploring how Kenya is emerging as a powerhouse for digital transformation in the BPO industry.
Our discussion revealed that Africa, and Kenya in particular, is at a pivotal moment. With rapid digital adoption and a young, tech-savvy workforce, the region is uniquely positioned to overcome traditional challenges. In Kenya alone, around 500,000 young professionals graduate each year, yet only a fraction secure formal employment. This significant skills gap – which impacts 70% of the global workforce – is not just a challenge; it’s a tremendous opportunity waiting to be unlocked.
As Bentley Wilson aptly put it:
“The world needs Africa, and Africa needs the world. With the increasing global digital skills gap, Africa is uniquely positioned to step in and fill this need.”
During the session, our speakers examined how digital transformation – powered by cloud-based contact centers and AI-driven automation – is reshaping customer engagement. Traditional BPO models are evolving into agile, cost-effective solutions that blend automation with human insight. According to Thomas John from Five9, the complexity of today’s customer interactions demands a higher level of digital literacy and innovation, positioning Africa to lead this evolution.
A key focus of the conversation was the role of the CPaaSAA Talent Impact Fund. By leveraging CSR initiatives and philanthropic investments, the Talent Impact Fund is building a sustainable talent pipeline in Africa. This model bridges the education-to-employment gap while providing global companies with access to highly skilled, cost-effective talent – benefiting both local economies and multinational enterprises.
Richard Atherton from BT emphasized that this vision goes beyond immediate business needs. It’s about empowering local communities and driving sustainable, long-term growth. With robust connectivity, advanced technology, and focused workforce development, a new BPO frontier is unfolding in Kenya – one that could create tens of thousands of jobs in the coming years.
The Thrivin Africa BPO Alliance is already in motion. In its initial phase, it aims to train and place thousands of customer engagement professionals, with a bold vision of eventually supporting over 100,000 jobs in the region. This initiative is designed to create a self-sustaining ecosystem that not only fills the global talent gap but also transforms local communities.
Stay tuned for more updates as we continue to drive innovation and support economic growth across the CPaaS ecosystem.
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