Seven Core Service Lines.
On-demand, full-service customer experience solutions for consumer-facing brands across South Africa and beyond.
Deliver Moments That Matter: World-Class CX for QSR & Casual Dining Brands
In the fast-paced world of QSR and casual dining, every customer moment counts. Whether it's a delivery gone wrong, a loyalty issue, or a complaint that needs urgent rescue, the brands that win are the brands that respond fast, accurately, and with empathy.
What We Help You Solve
- Slow or inconsistent customer responses
- Delivery or order issues affecting customer sentiment
- High complaint volumes across channels
- Loyalty platform frustrations
- Lost revenue due to poor upsells
- Lack of visibility into customer behaviour
Why Choose CXG
- Deep experience with major global and national restaurant groups
- Proven capability in managing millions of customer interactions
- Specialists in high-pressure, fast-turnaround environments
- Integrated tech + human experience model
- 100,000+ 5-star customer ratings across major brands
Our Services
Fast, accurate resolution of delivery issues, food quality concerns, store experience complaints, refunds, credits, and win-back. First-contact resolution wherever possible.
Turn service into revenue with inbound upsell and cross-sell strategies designed for restaurant customers.
We manage missing points, voucher issues, redemption failures, account errors, and fraud alerts.
Voice, WhatsApp, chat, social media, and email - all integrated into a single customer view.
Reporting identifies store-level trends, menu or product quality concerns, operational inefficiencies, and repeated breakdown points.
Powering MVNO Growth Through Exceptional Customer Experience
For MVNOs and VNOs, customer experience is the differentiator. From SIM activations to top-ups, device troubleshooting, billing queries, or digital support, customers expect seamless, instant resolution.
What We Help You Solve
- High churn due to poor service
- Billing, top-up, and activation issues
- SIM or device technical challenges
- Low digital channel adoption
- Poor conversion on inbound sales
Why Choose CXG
- Proven track record designing and supporting mobile network experiences
- Deep technical support capability
- Omnichannel environment with single customer view
- Strong upsell performance driving incremental revenue
- Scalable operations for fast-growing MVNOs
Our Services
We manage SIM activations, billing & payments, data top-ups, device support, network troubleshooting, and account queries.
Quick resolution with integrated digital channels that customers actually use.
Bundles, packages, device upgrades, add-ons and value-added services.
We assist MVNOs in designing and building their service ecosystem - from customer flows to engagement processes.
Device issues, recharge errors, and data failures solved quickly and efficiently.
Delivering Seamless CX for Retail, Clothing, Parcel Logistics & Digital Services
Retail and e-commerce customers expect frictionless experiences across shopping, delivery, returns, repairs, and value-added services. CXG supports some of the largest retail brands in Africa.
What We Help You Solve
- High complaint volumes across stores, apps, and logistics
- Product quality queries and returns
- Device repair and tracking frustrations
- Parcel delivery or courier issues
- Slow or inconsistent after-sales support
Why Choose CXG
- Proven success in retail CX at national scale
- 100,000+ five-star ratings across major retail brands
- Deep understanding of store-level and digital customer needs
- Integrated omnichannel capability
- Strong recovery and loyalty improvement outcomes
Our Services
Incorrect sizing, quality concerns, refunds & returns, warranty checks, product queries.
Supporting South Africa's largest handset distributor with device troubleshooting, repair tracking, warranty issues, replacement queries.
High-volume VAS queries including money transfers, app support, account issues, and transaction failures.
Parcel tracking, failed deliveries, pick-up issues, verification errors, lost or delayed parcels.
Instant responses to retail customer issues across social platforms.
World-Class Support for Streaming, Digital TV, Broadband & Entertainment Services
Entertainment customers expect uninterrupted streaming, reliable connectivity, and fast issue resolution. CXG supports major entertainment and streaming brands with full-service technical support.
What We Help You Solve
- Decoder or device failures
- Streaming or show errors
- Internet connectivity issues
- Account login or access problems
- Billing & subscription queries
Why Choose CXG
- Large operational footprint supporting major broadcasting groups
- Deep technical support capability across devices & networks
- Proven ability to scale during peak events
- Highly trained CX agents specialising in digital media
- Unified communications platform for full customer visibility
Our Services
Decoder setup & troubleshooting, streaming failures, connectivity errors, app support, account issues.
Router issues, line faults, connectivity diagnostics, troubleshooting and escalation.
Package changes, upgrades, add-ons, payment issues.
Proactive win-back, retention scripts, and experience recovery.
Voice, chat, WhatsApp, email, social - unified and consistent.
Next-Level Tech Support for Fibre, Broadband, ISPs & Digital Connectivity Providers
In today's connected world, customer expectations for fibre and broadband services are higher than ever. CXG delivers specialised technical support solutions for ISPs, alternative network providers, and digital connectivity brands.
What We Help You Solve
- Frequent connectivity issues & router failures
- Long wait times for technical support
- High churn due to poor technical resolution
- Low customer understanding of home network setups
- Service tickets that bounce between teams
Why Choose CXG
- Deep tech support experience with major ISPs, fibre, and digital brands
- Highly trained technical agents with tiered support models
- Proven ability to scale during outages and peak demand
- Strong first-contact resolution rates
- 24/7 operational models available
Our Services
Router and ONT faults, Wi-Fi connectivity, fibre line failures, slow speeds, DNS and PPPoE authentication issues.
New fibre activations, router setup, ONT pairing, first-time user onboarding, home network optimisation.
Rapid-scale response for localised outages, national incidents, planned maintenance alerts.
Invoice queries, payment failures, subscription changes, package upgrades & downgrades.
Identifying flight-risk customers, offering solutions before cancellations, educating customers.
Banking on Experience: CX That Builds Trust from Day One
In South African banking, customer experience is not a function - it is the strategy. Whether you are launching a new bank, scaling a challenger model, or transforming a legacy contact centre, CXG provides the CX architecture, operational excellence, and complaints intelligence to build lasting customer trust in one of the world's most regulated and competitive financial services environments.
What We Help You Solve
- High complaint volumes escalating to the Ombudsman for Banking Services or FSCA
- Onboarding friction across FICA, RICA, and digital verification touchpoints
- Contact centre agents ill-equipped to handle financially stressed or anxious customers
- No closed-loop complaint analytics feeding product or process improvement
- Regulatory obligations (TCF, NCA, POPIA, FAIS) creating friction rather than trust
- Poor first-call resolution rates driving repeat contacts and customer dissatisfaction
- No CX governance framework to manage the transition from launch to operating performance
Why Choose CXG
- Deep expertise in South African banking regulation: TCF, NCA, POPIA, FAIS, and COFI Bill readiness
- Proven contact centre design capability for new market entrants and challengers
- Complaints analytics that reduce OBS escalations and FSCA conduct risk
- Agent training programmes that combine financial literacy with emotional intelligence
- Omnichannel CX platform with 35 languages including all 11 SA official languages
- CX governance frameworks built to financial services regulatory standards
Our Services
We design, staff, and operationalise contact centres from the ground up for new banking entrants, including agent recruitment, regulatory training, empathy coaching, technology selection, and SLA frameworks that exceed industry norms from day one.
We translate FICA onboarding, NCA credit disclosures, TCF complaint handling, and FAIS advice obligations into designed customer interactions, ensuring every compliance touchpoint is experienced as service, not bureaucracy.
Real-time complaint tagging, root cause analysis, and escalation reporting that turns contact centre data into strategic insight for product, operations, and risk teams. Designed to reduce OBS escalations and FSCA conduct risk.
From launch stabilisation through to operating performance optimisation, we implement NPS, CES, CSAT, and first-call resolution measurement frameworks, quality assurance programmes, and coaching models that accelerate your CX maturity journey.
Voice, WhatsApp, chat, email, and social media unified through QContact, giving banking customers fast, consistent resolution across every channel, and giving your team a single view of every interaction.
Unified Communications as a Service - Every Channel. One Platform. Always On.
QContact is CXG's complete UCaaS platform - voice, WhatsApp, email, live chat, social media, and more unified in a single interface, powered by Microsoft Azure and enhanced by six AI capabilities included as standard.
What We Help You Solve
- Fragmented customer channels with no single view
- High agent handling costs with no automation
- Poor quality assurance across interactions
- Slow knowledge access during live conversations
- No real-time sentiment or compliance monitoring
Why Choose CXG
- 10+ integrated channels
- 35 languages including 11 SA languages
- 24/7 AI self-service
- 100% interaction recording
- AI included as standard - no additional cost
- GDPR, CCPA, POPIA, and PCI compliant
Our Services
Crystal-clear global telephony, inbound & outbound calling, WhatsApp, email, SMS, live chat, Facebook, Instagram - all in one interface.
AI-generated replies with context and intent. Works across live chat, email, WhatsApp, and voice. Seamless handoff from AI to live agent at any point.
Real-time emotional tone detection, automatic QA scoring of every call, email, and chat. Custom compliance rules.
AI-powered content generation from existing documents. Instant knowledge base in hours, not weeks. Auto-integrates with all channels.
Full community management, complaint resolution, crisis containment, and deep listening insights across Facebook, X, Instagram, WhatsApp, and Google Reviews. Powered by Sprout Social.