Global Business Process Outsourcing (BPO) leader Nutun has recently inaugurated a specialised Innovation Lab in Durban, aimed at expediting the development of AI and technological solutions specifically for customer operations. This initiative is a testament to Nutun's dedication to applied innovation, supported by an investment exceeding £4.2 million, representing 10% of its international revenues.
The lab is structured around three principal areas: Create, Ideate, and Demonstrate. These spaces offer teams the opportunity to define challenges, collaboratively build solutions, and present practical applications to clients. The innovations generated here are directly integrated into client operations, ensuring that the technology is informed by the lived experiences of both agents and customers.
The facility highlights a singular approach where every solution is co-created in collaboration with clients and partners. "I believe innovation and technology start with people. Nutun’s Innovation Lab is where we will co-create solutions with our clients and partners," expressed Reuben Moggee, CEO of Nutun International.
"By positioning our best innovators alongside 2,500 agents, we ensure that every solution is co-created with the people at the centre of customer experience. It is innovation that works in the real world," added Hans Zachar, Chief Technology Officer at Nutun.
The lab embraces a unique framework of regular reviews allowing clients to witness tangible progress while adopting innovations without the typical delays. This method not only accelerates change but also reinforces client confidence in practical innovation.
Furthermore, the Innovation Lab will work in conjunction with Nutun Strategic Solutions, the firm's consulting division, ensuring that the genesis of every innovation lies in genuine business needs.
Strategically situated in Durban — Nutun's largest operational hub worldwide — the Lab benefits from a vast pool of talent, enhancing rapid cycles of innovation. It is set to serve as a key demonstration centre for AI-powered tools particularly in quality assurance and collections, with aspirations to expand globally across diverse industries.
